We’re introducing a powerful newEmail Template Workflow Task, a quickCopy Linkbutton for tickets, and expandedTicketing Workflow Event documentation and cleanup— making workflows more automated, collaboration easier, and system logic more transparent.
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Let’s dive into what’s new:
Overview
- Email Template Workflow Task– Automate outgoing emails using pre-built templates that support both Liquid and AdaptiveTemplate syntax.
- Ticketing UI – Copy Link Button– Share tickets instantly via a new quick-copy option in Edit or View mode.
- Ticketing Workflow Event Help Pages & Cleanup– Standardized workflow logic and added new documentation for ticketing event triggers.
Email Template Workflow Task
A new workflow task enables sending emails usingpredefined templateswith flexible syntax and targeting options. Bothand${AdaptiveTemplate}formats are supported, allowing workflows to pull recipient data dynamically from events or agent lists.
Why It’s Useful:This enhancement allows teams to create automated, consistent, and professional communications triggered directly from workflow events — improving responsiveness while saving time on manual email handling.
Ticketing UI – Copy Link Button
We’ve added aCopy Linkbutton to the ticket interface, available in both Edit and View modes. Agents can now instantly copy a ticket URL and share it with colleagues or external systems without leaving the page.
Why It’s Useful:Makes collaboration and ticket handoff faster, reducing steps and improving communication across teams.
Ticketing Workflow Event Help Pages & Cleanup
We expanded theTicketing Workflow Event documentationand streamlined backend event handling for reliability. Key improvements include:
- New help pages forTicket Created,Assigned To Agent,Comment Added, andTicket Updatedevents.
- Standardized
createdByandlastModifiedByAPI fields. - Simplified event logic to correctly distinguish between “AssignedTo” and “Updated” triggers.
- Reduced redundant logs and improved workflow data accuracy.
Why It’s Useful:Developers and administrators now have clearer insight into how events fire, easier troubleshooting, and better-documented references within the Workflow Editor.
