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How to customize the Ticketing Workflow in TeamsWork Ticketing App

Customizing the ticketing workflow in TeamsWork's Ticketing App can significantly enhance the efficiency and effectiveness of your service desk operations. Whether you need to add an "approval" step, introduce an "on hold" status, or tailor the workflow to match your specific business processes, you're in the right place to learn how to make these customizations.

This user guide will walk you through the key steps and considerations to ensure successful workflow customization. Please read this guide entirety before making any changes.

Step 1: Develop your new workflow in a Test Ticketing instance (sandbox environment)

Before making any changes to your production environment, it's essential to explore it in a sandbox or test environment. This ensures that your customizations won't disrupt ongoing operations. In the sandbox, you can experiment with different workflow configurations, add or modify stages, and test how tickets flow through the system.

Read this blog post to learn how to add a new ticketing instance.

Step 2: Leverage Standard Workflows Library

We came up with a Library of Standard workflows. Before creating a custom workflow from scratch, check if there's an existing standard workflow that meets your needs, or is close enough to your existing business process. Using one of these standard workflows can save you valuable time and effort.

Standard Workflows can be found here

Once you have downloaded a standard workflow, open the ZIP file which contains the same workflow in various languages. Select the appropriate language and load the JSON file into the custom workflow setting.

Step 3: Adjust the Workflow

The next step is to adjust the workflow according to your specific requirements. Watch the video or read this section to learn how to adjust your workflow.

Navigate to the workflow configuration is in the Setting Area.

  • Adding a New Status

Let's say you want to add a new status named "Approved" to indicate that the ticket are approved by the project supervisor. To do, click on the "Add Status" button and fill the status name with "Approved". The ID of the state are synced with the name of the status.

  • Adding a New Transition

To add new transition between 2 status, click on the dot symbol on the right side of any status box, and drag link to another status on the left side of the status box. A new transition dialog box will appear for you to complete the information about this new transition.

  • Editing an existing Status or Transition

If you wish to edit an existing status or transition, click on it and an editing panel will appear. From here, you can change the information. Click "Update" to apply your modifications.

  • Apply and Test your new Ticket Workflow

Once you're happy with you workflow design, it is time to test it. Click on "Apply Workflow". Note that your new Ticket Workflow will only be applied to newly created ticket.

Let's create a new ticket a see your new ticket workflow in action!

Step 4. Apply Changes to your Production Environment

Once you've thoroughly tested your new workflow in the sandbox environment and are satisfied with it, it's time to transfer it to the production environment.

Click "Download Workflow" button

Then upload and apply your workflow to the production environment.

I hope you have found this post helpful.

Please do not hesitate to reach out if you require any further assistance. Marc


TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.

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