Outcome. A ticket from an enterprise or VIP account is bumped to high priority and routed to a senior support pool automatically, instead of being triaged the same way as a standard ticket.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-009
flowchart TD
A[Ticket created, associated company tier = enterprise] --> B[Priority = High]
B --> C[Rotate to VIP/senior pool]
C --> D[Set routed date, notify new owner]
D --> E{Escalation contact known?}
E -->|yes| F[Notify account owner / CS lead]
E -->|no| G[Skip]
D --> H[Add to Enterprise/VIP tickets list]
When to use it, when not to
- UseUse it when a defined subset of accounts (named enterprise customers, high contract value, contractual support terms) needs faster or more senior handling than the general queue.
- UseUse it alongside a contractual SLA, not instead of one; the native SLA targets (tickets-sla-003, tickets-sla-005) still need their own per-priority configuration.
- SkipDo not use it for every account-tier distinction, only the ones that actually change how a ticket should be handled.
- SkipDo not use it if the account tier property is stale or unmaintained; fix data quality first, or this workflow silently misses accounts that should qualify.
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.4 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.
