Workflow
Browse 6 articles tagged Workflow across approvals, auditability, plugins, and controlled AI operations.
When Native Zendesk Approvals Are Enough
Zendesk approvals can handle real ticket reviews. Learn where native approval requests fit and when execution control needs a different workflow.
Read article →Use Ticket Subcategories Without Breaking the Status Workflow
Add operational detail inside each ticket status while preserving the transition rules that keep queue reporting consistent.
System of Record vs System of Action for Case Management
Compare a case-management system of record with a system of action across handoffs, policy, downstream execution, and evidence capture.
Why Ticket Status Workflows Need Hard Edges
Permissive status models produce unreliable reporting. Why ticket state transitions need hard edges, and how to constrain them safely.
Duplicate, Rejected, and Cancelled Ticket States
Duplicate, rejected, and cancelled tickets are normal volume, not exceptions. How to model them so reporting and SLA figures stay honest.
Closed Does Not Mean Gone: Designing Safe Reopen Paths
Reopening a closed ticket should restore the work without erasing history. How to design reopen rules, ownership handoff and honest queue metrics.
Start with one workflow
Follow a request through triage, review, and a plugin action. See the record that each step leaves behind.