Assign Pipeline Based on Inbox

[KristenC]

Hi, 

We have multiple service pipelines based on the level of support they have signed up for. We have set up multiple conversation inboxes to separate those levels. We are trying to have each inbox assign the tickets to a specific pipeline rather than to just the same one. Is there a way to do this with automation?

Thanks,
Kristen

[karstenkoehler · Accepted solution]

Hi @KristenC,

Thanks for posting, this is a use case that makes a lot of sense. I explored this in my test portal but there don't seem to be any out-of-the-box options. When creating/editing inboxes or connecting/editing channels, it's not possible to select specific pipelines.

You could work around this with a ticket-based workflow, using the action 'Set property value' and changing the property value of 'Ticket pipeline and status' to your desired pipeline. (All pipelines should show up in a dropdown.)

It's not possible to enroll tickets by inbox or channel, so you'd have to work with existing or custom ticket properties to sort them into the correct pipeline.

Hope this helps!

[HGilpin]

>  When creating/editing inboxes or connecting/editing channels, it's not possible to select specific pipelines.

You actualy CAN assign different FORMS to different pipelines. Here's the knowledge base article on this, goto manage and edit your connected forms.  It is possible and just really buried.

Here is what we did.  We are doing this to separate brands. So Brand A service form goes to Brand A pipeline and B form goes to B pipeline, etc.

1. create the inbox "brand A service inbox"

2. create the pipeline "brand A service"

3. create the form "brand A service form" and link it to the "brand A service inbox" when you create the form (under options)

4. goto settings> conversations>inboxes.  

    a) next to "current view" select "brand A service inbox"

    b) You should see your connected form listed (if not you can "connect channel" to connect it)

    c) hover over the form name, and click edit

    d) next to "treat invcoming tickets as support tickets" click edit ticket.  

    e) THIS IS WHERE YOU CAN ASSIGN WHATEVER PIPELINE YOU WANT.  and other ticket properties. 

buried, but powerful. good luck!
 

[danielpena]

It worked for me! Thank you very much! 🙂