In this session, we’ll cover Substatuses, which show not only where an issue is in the process but can also indicate who is currently responsible for it. You'll also learn how automations can work behind the scenes to triage issues, assign them to agents, update Substatuses based on events, and use time-based triggers to remind users of their responsibilities, update issue details, and send customized messages based on issue criteria.
Substatus
Automation
Quick Notes
Key Takeaways
After this session, you should be able to:
- Build the susbstatuses that you need to add
- Start to build the automations you need
- Determine any prepopulated messaging you may need
How-To Videos
To see a demonstration of how to create a new Substatus, click the Continue button to start the presentation below.
To see a demonstration of how to create Auto Assignments, click the Continue button to start the presentation below.
To see a demonstration of how to create Workflows, click the Continue button to start the presentation below.
To see a demonstration of how to create Substatus Rules, click the Continue button to start the presentation below.
To see a demonstration of how to create Quick Notes and Note Tokens, click the Continue button to start the presentation below.
