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Ticket Workflow - DF Ticket Needs Support Review 

Use the Ticket Workflow - DF Ticket Needs Support Review workflow

Purpose

Flag tickets in Waiting on Dev Fairy for support review when a retailer replies, without changing the ticket status.

Outcome

  • Tickets stay in Waiting on Dev Fairy.
  • Support uses Needs Support Review to identify tickets needing review.
  • Support clears the flag manually after handling.
  • If a later retailer reply comes in, the flag is set back to Yes.

Properties used

Needs Support Review

  • Type: Yes/No
  • Purpose: surfaces DF tickets that need support review

Entered Waiting on Dev Fairy At

  • Type: Date picker with time
  • Purpose: stores the first time the ticket entered Waiting on Dev Fairy

Workflow 1 - Ticket | Set Date Entered Waiting on Dev Fairy At

Purpose:
When a ticket enters Waiting on Dev Fairy, store the timestamp and clears the review flag.

Trigger

  • Ticket status is any of Waiting on Dev Fairy
  • Entered Waiting on Dev Fairy At is unknown

Re-enrollment

  • Off

Actions

  1. Edit record → set Entered Waiting on Dev Fairy At to  the date this action was executed 
  2. Edit record → set Needs Support Review to No

Result

 The workflow stores the first DF entry timestamp once only and clears the support review flag. 

Workflow 2 -  Ticket | Flag DF Tickets for Support Review After Retailer Reply

Purpose:


When a retailer replies after the ticket entered Waiting on Dev Fairy, set the review flag to Yes.

Trigger

All of these must be true:

  • Last customer reply date is known
  • Ticket status is any of Waiting on Dev Fairy
  • Last customer reply date is after property Entered Waiting on Dev Fairy At

Re-enrollment

  • On
  • Re-enroll only when Last customer reply date changes

Action

  1. Edit record → set Needs Support Review to Yes

Result

A new retailer reply after DF entry sets the flag to Yes.

Help Desk view filters

Use these filters:

  1. Ticket status = Waiting on Dev Fairy
  2. Needs Support Review = Yes

Manual handling process

  1. Retailer replies
  2. Workflow 2 sets Needs Support Review = Yes
  3. Support reviews and responds
  4. Support manually sets Needs Support Review = No
  5. Ticket remains in Waiting on Dev Fairy
  6. If the retailer replies again later, workflow 2 sets Needs Support Review = Yes again

Important rules

  • Do not use ticket status changes to surface these tickets for support review.
  • Do not move DF tickets to Waiting on Us.
  • Workflow 1 must only run when Entered Waiting on Dev Fairy At is blank.
  • Workflow 2 must re-enroll only on Last customer reply date.
  • Clearing Needs Support Review manually does not retrigger workflow 2.
  • A later retailer reply does retrigger workflow 2 because Last customer reply date changes.

Current live workflow 1 logic

This is currently configured as:

  • Ticket status is any of Waiting on Dev Fairy
  • Re-enroll: off
  • Action: Set Entered Waiting on Dev Fairy At to the date this action was executed
  • Action: Set Needs Support Review to false

Current live workflow 2 logic

This is currently configured as:

  • Last customer reply date is known
  • Ticket status is any of Waiting on Dev Fairy
  • Last customer reply date is after property Entered Waiting on Dev Fairy At
  • Action: Set Needs Support Review to true
  • Re-enroll: based on Last customer reply date