Outcome. A ticket routes to a language-matched pool with the language it was routed on stamped directly onto the ticket record, giving reporting a reliable, ticket-level field to group by, instead of always having to look up the associated contact's language after the fact.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-028
flowchart TD
A[Ticket created] --> B[Copy contact_language into ticket_language]
B --> C{ticket_language value?}
C -->|fr| D[Rotate to French-speaking pool]
C -->|nl| E[Rotate to Dutch-speaking pool]
C -->|de| F[Rotate to German-speaking pool]
C -->|es| G[Rotate to Spanish-speaking pool]
C -->|en / unknown| H[Rotate to English/general pool]
D --> I[Set routed date]
E --> I
F --> I
G --> I
H --> I
When to use it, when not to
- UseUse it as the reporting-friendly version of language-based routing: if you only need the routing decision itself and do not need a ticket-level property for dashboards, tickets-sla-014 already covers that more simply by branching directly on the contact's property.
- UseUse it when tickets get reported on by language independently of the contact record, for example a dashboard segmenting SLA performance by language pool, which is easier to build from a property that lives on the ticket itself.
- SkipDo not use it alongside tickets-sla-014 without deciding which one owns the actual rotation; running both on the same ticket risks two separate rotate actions competing for the same assignment.
- SkipDo not use it if a contact's stated language is unreliable or frequently wrong for your customer base; a ticket-level copy of a bad value is still a bad value, just harder to notice since it now looks authoritative on the ticket.
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,
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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.
