For IT: Keep support tickets in agents' inboxes

IT support teams miss updated conversations when internal or external notes are added, causing delayed responses and risking SLA breaches. This workflow returns updated tickets to agents' inboxes so issues are addressed faster.

Overview

Missed notes create hidden work and allow SLAs to slip for IT support. By returning any ticket with a new internal or external note to agents' inboxes, this workflow eliminates overlooked updates and prevents escalations. Expect clearer agent ownership, faster responses, and no missed follow-ups.

Notable Features

Return updated tickets to inbox
Flag conversations for immediate attention
Create agent task on update