topic Need help with modifying the ticket pipeline in Tickets & Conversations

Need help with modifying the ticket pipeline

Sgram — Tue, 04 Feb 2025 18:23:53 GMT

Hi Team,

I’ve been assigned to modify this workflow, and I wanted to get your input.

Currently, when an invoice remains unpaid for a certain period, the workflow creates a ticket in the AR pipeline for follow-up. If we’re unable to reach the client or they still haven’t paid after being enrolled in the workflow, we deactivate their subscription.

The issue now is that we need to assign the same ticket to the cancellation/deactivation pipeline within the same workflow.

I’m open to suggestions on how best to implement this. Let me know your thoughts!

Thanks!

Re: Need help with modifying the ticket pipeline

karstenkoehler — Tue, 04 Feb 2025 18:44:39 GMT

Hi @Sgram,

Should that ticket be created in the cancellation pipeline immediately or only after the delay?

If immediately, you can simply update the 'Create record' action and specify the target pipeline and status.

If you want to move it after the delay, you can update the ticket status using the 'Edit record' workflow action after the delay.

If you're referring to the ticket being in two pipelines at the same time, that's not possible.

Best regards!

Re: Need help with modifying the ticket pipeline

Sgram — Tue, 04 Feb 2025 18:56:50 GMT

The ticket is created immedately after enrolling into the workflow. Then we sent out an email to the internal AR department to reachout to the customer. Then we have a if/then branch if in 30 days invoice status is paid we it will create a task to close the ticket but if they haven't paid it should move the ticket to the cancelation/deactivation pipeline.

PS. No I don't want the ticket to be in 2 pipline at once.

This workflow was created on invoice based workflow and I can't see the edit record option in it.

Re: Need help with modifying the ticket pipeline

karstenkoehler — Tue, 04 Feb 2025 19:13:58 GMT

@Sgram I'd recommend creating a separate ticket workflow then that enrolls overdue tickets, delays, branches based on the status of the associated invoice, then uses the 'Edit record' action.