Zendo Help Center | Workflows

Workflows

Paulina

Last Update 6 months ago

Roles That Can Manage Workflows: Manager, Admin, Owner

Workflows are here to help you establish your processes when delivering your services to clients or answering their inquiries.

With Workflows, you can define Statuses, Triggers, and Custom Fields specific to each Service type.

You must have at least one Workflow added to sell services through Zendo.

How To Create A New Workflow?

To create a Workflow:

1. Select the Services tab on the left-hand side panel and choose Workflows from the drop-down menu,

2. Next, select the "Create workflow" button in the top right corner,

3. On the new page, set the new Workflow's name,

4. Add your Custom Fields,

Custom Fields are here to help you collect important details about the incoming requests & orders from your customers and keep that information forefront when working with them.

Custom Fields come in the form of a:

short message
long message
URL link
single select
multi select

For example, you can set a multi select option for urgency of this particular Workflow and give four options to choose from: minor, medium, major, and critical.

To make a custom field visible to the client switch the toggle next to the "Field visible to the client." text within the custom field you're adding or editing.

Your customers cannot edit Custom Fields.

5. Create a checklist,

To add a new task, select the "Add new task" button. Once a new field appears, type in the name of your task.
To delete the task, hover over the field you want to delete and select the trash bin icon that appears to the right of the field.
To change the order of the tasks, hover over the field you want to change the order of and select the vertical ellipsis icon that appears to the left of the field. Then, drag-and-drop the task to change its place.

Note that if you're editing an already existing workflow, the checklist won't appear in the old requests.

6. Add your Statuses,

Statuses help both you and your customers navigate through the progress of each Request and order, stay on the same page, and organize your Requests better on the Kanban board.

You can choose from the already existing statuses and add new ones. Moreover, you can rearrange the added Statuses by dragging and dropping them in the desired order and desired state, choosing from Pending, Active, and Completed.

To learn more about Statuses, read this article.

7. Next, set the Triggers,

Triggers prompt automatic Status change based on certain actions.

For example, choose which status should be selected right after a Request gets submitted in Zendo for the Workflow you're creating.

The initial status could be New or Awaiting Payment, if the Request is payable.

You can set which Statuses should appear for the following Triggers:

Creating new request
Quote sent
Payment request sent
Quote paid
Quote completed
Request archived

8. Configure the additional settings,

Additional settings allow you to:

set up an automatic follow-up message that will be sent to your clients right after they submit their Request or order within that Workflow,
set up an automatic follow-up message that will be sent to your clients right after their Request or order has been completed,

enable the visibility of assigned Agents, Watchers, and Statuses to the client,
decide whether or not you want your customers to receive status change notifications for this specific Workflow.

9. Save your changes.

How To Edit, Delete, And Copy Existing Workflows?

1. Select the Services tab on the left-hand side panel and choose Workflows from the drop-down menu,

2. Find the Workflow you're interested in and take the needed actions using the icons on the far right:

select the trash icon to delete the selected Workflow,
select the duplicate files icon to copy the selected Workflow,
select the pencil icon to edit the selected Workflow.

When deleting Workflows, confirm your choice by selecting the final "Delete" button in the confirmation popup window.

When copying Workflows, an identical Workflow will be added to your Workflow list with a "(copy)" tag.

When editing Workflows, you'll be taken to the Workflow editor page allowing you to make all the needed changes.

How To Collect Information With Custom Fields?

After creating a Workflow with added Custom Fields, you can use them to collect information about the incoming Requests and orders submitted within that Workflow.

1. Go to Requests and choose the Request you're interested in,

2. Find the right-hand Request details panel and look for the Custom fields tab,

3. Select the "Edit" button to add any information in your Custom Fields,

4. Select the "Save" button to save the added information.

In turn, you can also select the Manage instead of the Edit button to manage the specific Custom Fields within the Workflows' settings, for example add new ones or change their visibility to clients.

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