Outcome. A ticket without a queue value already set
(for example one that arrived by email or a plain form with no routing
question) gets a best-guess Ticket queue value from its
subject line, so tickets-sla-001's round-robin has something to route on
instead of falling through to manual triage.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-024
flowchart TD
A[Ticket created, queue not already set] --> B{Subject contains billing keywords?}
B -->|yes| C[Set queue = billing]
B -->|no| D{Subject contains technical keywords?}
D -->|yes| E[Set queue = technical]
D -->|no| F[Set queue = general]
When to use it, when not to
- UseUse it as the upstream classification step tickets-sla-001 assumes
exists for channels that do not already populate
Ticket queuethrough a form field or chatflow routing question. - UseUse it when subject lines are reasonably predictable, for example customers writing "invoice question" or "app keeps crashing," not vague one-word subjects that give the keyword match nothing to work with.
- SkipDo not use it as a substitute for a proper intake form with an explicit routing question; a form field the customer fills in on purpose is more reliable than guessing from free text.
- SkipDo not use it if your queues need more precision than three broad buckets; a finer classification needs a longer keyword list or a different approach entirely, not more branches bolted onto this one.
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.2 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.4 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.
