Outcome. A contact whose ticket keeps bouncing back open gets flagged at the account level, so a manager can look at the relationship as a whole instead of only ever seeing one reopened ticket at a time.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-030
flowchart TD
A[ticket_reopen_count >= 3] --> B[Set contact_reopen_flag = true on associated contact]
B --> C[Notify escalation contact]
C --> D[Add contact to Accounts - review for reopen pattern list]
D --> E[Create account review task for escalation contact]
When to use it, when not to
- UseUse it once tickets-sla-007 is live and already tracking
ticket_reopen_countper ticket; this workflow is the account-level layer on top of that per-ticket counter. - UseUse it when repeated reopens on the same ticket are a signal worth a manager's attention beyond just another follow-up task for the rep, for example a recurring issue that never gets fully fixed, or a customer relationship at risk.
- SkipDo not use it if reopens are rare in your data; a threshold-based flag on a rare event adds overhead without much payoff.
- SkipDo not use it as a substitute for tickets-sla-041's reopen-limit escalation, which acts on the same signal at the ticket level; this workflow's job is account visibility, not re-routing the ticket itself.
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.3 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.
