Outcome. A ticket from an account that came in through a partner or reseller lands with the team set up to handle that relationship, instead of mixing into the general queue where the rep has no context on the reseller agreement.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-032
flowchart TD
A[Ticket created, company channel known] --> B{account_channel value?}
B -->|partner| C[Rotate to Partner support pool]
C --> D[Set routed date, notify owner with partner name]
B -->|direct or unknown| E[No action here, falls to other routing workflows]
When to use it, when not to
- UseUse it once accounts are already tagged by acquisition channel at the company level and a distinct partner support process exists, staffed differently than direct-customer support.
- UseUse it when partner accounts need different first-response handling, for example looping in a partner success contact, not just a different rep pool.
- SkipDo not use it if partner tickets are rare enough that a manual tag and manual reassignment covers it; building a dedicated queue for a handful of tickets a month adds overhead without payoff.
- SkipDo not use it as a substitute for tickets-sla-021's tier-based routing; a partner account can also be enterprise or SMB tier, the two properties answer different questions and can be combined, see Variants.
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.5 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.
