Support Workflow Documentation
Use the Support Workflow Documentation workflow
Ticket | Coles Liquor Standard Tickets
Purpose
Automates the initial handling of standard support tickets related to Coles Liquor to ensure correct priority, ownership, and internal notifications are applied consistently.
Trigger Logic
Runs when a support ticket is associated with the company Coles Liquor and meets the criteria for a standard ticket.
Actions Summary
-
Sets ticket priority to High
- Sets Group to Account Management
- Adds an internal Note with required agent instructions
- Sends an automated internal notification email to TMC Support
Notes
Agents must manually email the customer using snippet code #coles-standard.
When sending the email, agents must manually add CC to kgregory@citybeachsoftware.com.