Outcome. A ticket tied to an account with an active, large deal in flight routes to a rep equipped to protect that deal, instead of a generic queue that has no idea a sale is on the line.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-046
flowchart TD
A[Ticket created] --> B{Associated deal open AND amount >= threshold?}
B -->|yes| C[Rotate to Deal-sensitive support pool]
C --> D[Set routed date, notify new owner of deal context]
B -->|no| E[Falls through to normal routing workflow, tickets-sla-001 or similar]
When to use it, when not to
- UseUse it when support tickets sometimes come in during a sales cycle, for example a prospect testing a trial environment or an existing customer expanding with a new deal, and those tickets deserve tighter handling than routine support volume.
- UseUse it as a pre-sale or expansion-sensitive variant of tickets-sla-021's company-tier routing; this fiche keys off an open deal directly, which can catch a company that is not yet tagged enterprise at the company level but has a large deal open right now.
- SkipDo not use it if support tickets essentially never overlap with active deals in your business, most B2C or low-touch B2B motions will not have this overlap often enough to justify the build.
- SkipDo not use it as the trigger for a sales rep to work the ticket directly; the routed rep here is still a support role, aware of deal context, not a replacement for the actual deal owner, see Variants for a version that also notifies the deal owner.
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.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,
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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.
