Here is the plan I’m trying to do.
I first send an email from the Company profile to start the process of use gathering info from when they reply, we CC the user that is requesting to connect to that pharmacy.
Our support team uses the Help Desk to keep track of what account needs to be integrated with that pharmacy we sent an email to.
I asked Copilot to create a workflow and it created this and it did add a Property Name called “ownermail” but it seems like that is not a known property.
After I send an email using a Template, I want there to be a Help Desk ticket created with a Tag “Pharmacy Request” and when that ticket get’s created, it goes into a separate view.
This needs to flow from Email Sent > Create Ticket when Template used > Auto tag the ticket with a property of “Pharmacy Request.” > Ticket moves to Pharmay Request View under Help Desk.
I looked all over and asked Copilet but nothing I can find.
Hi @IsaiahSynkwise, I hope that you are well!
Thanks for the great post with screenshot, it’s really helpful! And thank you for asking the Community!
How is the “ownermail” property updated, please? Just to make sure that I understand correctly.
Have you checked one specific company and looked up at the “ownermail” property history to see what’s there?
I’d love to ask our Workflow Experts on this: Hi @Jnix284, @JTBuys and @ScottPennwood do you have suggestions to help @IsaiahSynkwise to create a ticket via a workflow with a specific name process, please?
Thanks so much and have a fantastic weekend!
Best,
Bérangère
That property was created by Copilet but we never created the object. It’s not perfect but Copilet is handling the workflow creation pretty well.
Hi @IsaiahSynkwise,
Sounds like Copilot is really muddying things here, and i’m going to need to break down the actual problem/request. So from what I understand you send an email using a Template, and you want a Ticket to be automatically created with “Pharmacy Request” in a separate view.
The way I’d approach this is to start with creating something to filter on for that custom view you’re after.
- A new pipeline
- OR
- A new stage in your existing pipeline
- OR
- A new property on your ticket
Reason for this is either you’ll want to put these tickets into a new pipeline, or have a completely separate stage for these tickets, or if you want to keep the “Waiting on Contact” then you’ll need to have something to filter on (such as a checkbox field called “RFI sent”)
Views will be set separately anyway, use what works for you --> READ THIS
Next up the workflow. Again, a couple of ways to approach it. Simplest I think would be to use the subject line as the enrolment trigger, as it will capture if someone does it manually without using the template. But you could also use a list as a trigger (and a useful route for users who don’t have workflows access to manually add someone to the workflow - again, use what works for you)
Finally that “Create Record” section, just name it what you want to name it and if you’ve created a new pipeline, make sure to assign it to that pipeline (or if you’ve created a new property don’t forget to edit that property - i’ve used one of the defaults “category” in the screenshot example but you could use whatever you’ve created).
Hope this helps!
