Creating a case workflow for a mailbox or brand

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When using Desk.com's Email and/or Multi-Brand features, you may want to create a different workflow for each mailbox or brand's cases  that keeps them grouped together within the same site. The following article will explain how to accomplish this using existing Desk.com functionality for a single mailbox or brand.

Note: This feature requires the Standard Plan or above.

In the example, we will use a brand, however the same concepts can be applied to a mailbox as well. Steps 1-7 are the ones that you would need to build a proper framework for your workflow. The remaining steps after that are all optional based on your business needs.

1.  Create a custom field and add it to your webform.

 

If you are using the Multibrand feature, then you will need to track which brand your cases belong to. To do this, use ALL of the steps outlined here to create a  custom field to track the brand and then add this field to the webform, and to also create a filter to separate the brand's cases within the agent.

If you are not using the Multibrand feature, then you do not need to perform the "
Adding the field to your forms" step in the article.

2.  Create a Group for this custom field.
Go to Admin
→ Team→ Groups and create a new group for your custom field that contains the agents you want to work on the case for that custom field.


3. Add your group to the filter permissions for the custom fields filter that you created in Step 1. 
To do this, go to Admin
→ Cases→ Filters and edit your filter.


4. Create an Inbound Mailbox.
Go to Admin
→ Channels→ Email→ Inbound mail and create a new mailbox for your custom field, or use an existing one. Make sure to add the group you created for that custom field in the Default Group field.


5. Create an Outbound Mailbox.
An Outbound mailbox should be automatically created at Admin
→ Settings→ Outbound Mailboxes when you create your inbound mailbox.  If it was not created, you can add the mailbox. You can set the From Name on the mailbox here.


6. Create a Reply theme(s) for this brand.
Create a reply theme to manage the look and feel of these custom field emails at Admin
→ Channels→ Email→ Reply Themes. Be sure to change the FROM address to match the address of your brand.


7. Create an inbound rule for the email address for this brand.
Create an inbound email only rule at Admin
→ Cases→ Rules→ Inbound Interaction.


This rule will set the Brand for any emails that are sent to the corresponding brand's inbound mailbox.


8. Create an outbound rule for the email address for this brand.
Create an outbound email only rule at Admin
→ Cases→ Rules→ Outbound Interaction. 


This rule will set the reply theme and outbound mailbox for any agent replies to cases that have the on any emails that have the corresponding brand set.


You have built your workflow. However, you may want to build it out even further using some or all of the optional workflows listed below starting at #9.

9. Create an Auto Acknowledgement theme(s) for this brand. 
This is only required if you are using Auto Acknowledgements. If you are not, then you can skip this step.

Create an Auto Acknowledgement theme to manage the look and feel of this brands emails at Admin
→ Channels→ Email→ Auto Acknowledgments. Be sure to change the FROM address to match the address of your brand.


Create an inbound email only rule at Admin
→ Cases→ Rules→ Inbound Interaction to send the Auto Acknowledgement when a case comes in for this brand. This rule will set the SMTP Server and send the Auto Acknowledgement theme for this brand.



10. Create a New Case Notification theme(s) for this brand.
This is only required if you want your agents to be notified via email when a new case is created. If you do not wish for them to be notified, then you can skip this step.

Create a New Case Notification theme to manage the look and feel of this brand's emails at Admin
→ Cases→ Notifications. Be sure to change the Outbound Mailbox to match the address of your brand, and to change the subject to match.


Create an inbound rule at Admin
→ Cases→ Rules→ Inbound Interaction. This rule will send a notification to your agents when a new case is created for this brand. Make sure that this rule runs AFTER the Inbound Interaction Rule that was created in Step 10.


11. Create a Case Assignment Notification for this brand.
This is only required if you want your agents to be notified via email when a case  has been assigned to them. If you do not wish for them to be notified, then you can skip this step.

Create a Case Assignment Notification theme to manage the look and feel of this brand's emails at Admin→ Cases→ Notifications. Be sure to change the Outbound Mailbox to match the address of your brand, and to change the subject to match.


Create a case updated rule at Admin
→ Cases→ Rules→ Case Updated. This will notify the agent when there has been a case assigned to them in this brand.


12. Create a Case Updated Notification for this brand.
This is only required if you want your agents to be notified via email when a case that is assigned to them has been updated . If you do not wish for them to be notified, then you can skip this step.

Create a Case Updated Notification theme to manage the look and feel of this brand's emails at Admin→ Cases→ Notifications. Be sure to change the Outbound Mailbox to match the address of your brand, and to change the subject to match.


Create a case updated rule at Admin
→ Cases→ Rules→ Case Updated. This will update the agent when their case has been updated either by status change, priority change, a note has been added, or an interaction was sent or received on the case. Note that this rule uses both ALL and ANY conditions.


You can use the instructions in this article to create a beginning to end workflow for your cases. Repeat these steps for each of your mailboxes or brands.

There is much more that you can still do, but using this basic framework as a starting point will help to streamline how your agents handle different brands or types of cases.