Outcome. New tickets route straight to the support pool that owns the relevant product or category, instead of landing in one shared queue for manual triage.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-008
flowchart TD
A[Ticket created, product line known] --> B{Product line value?}
B -->|core-product| C[Rotate to Core product pool]
B -->|mobile-app| D[Rotate to Mobile app pool]
B -->|integrations| E[Rotate to Integrations pool]
B -->|billing-platform| F[Rotate to Billing platform pool]
C --> G[Set routed date, notify new owner]
D --> G
E --> G
F --> G
When to use it, when not to
- UseUse it when support covers two or more distinct products or categories that need different expertise, for example a core product, a mobile app, and an integrations layer.
- UseUse it when the current process is a person reading each ticket and manually forwarding it to the right team.
- SkipDo not use it if there is only one product and one pool; the plain rotation in tickets-sla-001 is simpler and enough.
- SkipDo not use it for account-tier routing (enterprise versus SMB); that is a separate signal, see tickets-sla-009 and tickets-sla-021.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.8 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
