Workflows
Multi-step processes — approvals, handovers, staged resolutions — modelled once and then followed every time.
What is it?
Workflows chain several steps together with conditions between them: a refund needs manager approval, then accounts action, then customer confirmation. Each step has an owner, a deadline and a defined next state.
Why does it exist?
Some cases are not one reply, they are a process. Left to memory, processes are performed differently by every employee and skipped entirely under pressure.
How does it work?
1
Map the real steps of the process before building anything.
2
Create the workflow and define each step’s owner and time limit.
3
Attach the workflow to a category or trigger it manually from a ticket.
4
Track progress on the ticket timeline — every step is stamped and attributed.
WHO USES IT
Administrator
Managers
WHAT MANAGEMENT ACHIEVES
Compliance without supervision: the process is followed because the software will not let it be skipped.
In practice
Every refund over ten thousand rupees automatically requires a manager approval step before accounts can action it — and the approval is permanently recorded on the ticket.
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