Set conversation/ticket status with tag workflow rules

Overview

Teams that come from traditional ticketing solutions have leveraged 'ticket status' to organize, categorize, and prioritize their work. While Front isn't a ticketing solution, teams can leverage the rules engine to create this workflow.


Create status tags

Create tags based on the statuses your team is interested in tracking. For this article we created "New", "Waiting on Customer", "Customer Replied", "Closed", and "Closed - Inactive". A short description of what each tag represents can be found below:

  • "New" - A new conversation is created and a response is needed
  • "Waiting on Customer" - An internal reply has been sent to the customer
  • "Customer Replied" - Customer replied to an existing conversation
  • "Closed" - Teammate marks the conversation as complete
  • "Closed - Inactive" - Conversation goes inactive after internal reply

WHEN: Inbound Message

IF: Inbox is {{inbox_name}} AND Does not have tag "Waiting on Customer" AND Does not have tag "Customer Replied" AND Does not have tag "Closed"  (Replace these tags with the statuses you create).

THEN: Add tag "New"

  

Rule #2 - Replace "New" with "Waiting on Customer" tag after teammate replies

WHEN: Outbound reply

IF: Inbox is {{inbox_name}} AND Has Tag New OR  Has Tag Customer Replied
THEN: Remove Tag "New", Remove Tag "Customer Replied", Add tag "Waiting on Customer"

Rule #3 - Add "Customer Replied" tag when a customer responds

WHEN: Inbound message

IF: Inbox is {{inbox_name}} AND Has Tag "Waiting on Customer"

THEN: Remove Tag "Waiting on Customer", Add tag "Customer Replied"

 

Rule #4 - Archive conversation when teammate applies "Closed" tag (there are multiple ways you can accomplish this)

WHEN: Conversation tagged

IF: Inbox is {{inbox_name}} AND Added tag is "Closed"

THEN: Remove tag "Customer Replied", Archive conversation

(Alternate methods could be WHEN comment, IF comment body equals "Closed", THEN Remove existing tags and Add the "Closed" tag)

Rule #5 - Rule #5 - Conversations auto-close after 5 days of inactivity and "Closed - Inactive" tag added

WHEN: Outbound reply

IF: Inbox is {{inbox_name}} AND Unreplied after 5 days AND Has tag "Waiting on Customer"

THEN: Remove tag "Waiting on Customer", Add tag "Closed - Inactive"

 

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