Workflow – VTiger Experts

Round Robin Assignment

VTExperts — Fri, 06 Jul 2018 13:27:00 +0000

Round Robin Assignment Extension for VTiger was designed to automatically assign users to tickets, leads (or any other module). The assignment is driven based on the condition configured in the policy area. Round Robin Policy configuration consists of a trigger field e.g "Ticket Status", value (Unassigned Value) that will identify any unassigned tickets e.g Status is "NEW" and value (Assigned Value) that will be used to update ticket when it's assigned e.g Status is "Open".

In addition, it supports ONLINE and OFFLINE status for each user, meaning that users can control their availability (optional).

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SLA Policies

VTExperts — Mon, 12 Feb 2018 19:23:01 +0000

SLA Policy Extension for VTiger was designed to improve response times, accountability, when dealing with time sensitive matters. It's mostly used in support/helpdesk department, where each ticket/case has to be assigned and worked on/resolved by certain date and time. It allows administrator to create custom SLA Policy rules, which then get automatically applied to a record. For example, if a new critical gets created and does not get claimed/assigned by a user, a policy can be setup to notify the available users every 10 minutes since the ticket has been created. In addition, you can notify supervisor via email or text (workflow) 20.. 30..40.. minutes after if the ticket has not yet been worked on.

Other possible use cases are:

New HOT Lead comes in, if after 10 minutes the lead is still unassigned, you can automatically assign it to a sales rep or notify users/managers + trigger any workflow.
Invoice has been open (unpaid) for more than 14 days, you can create a policy that will notify you/accounting that the invoice has not been yet paid + you can trigger automated emails to the customer, account rep and much more.

The extension is extremely flexible, meaning that it supports simple actions such as email, reassign as well as workflow, which essentially allows you to trigger any action before or after SLA has been breached.

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Feedback

VTExperts — Sun, 14 Jan 2018 00:59:26 +0000

Feedback Extension for VTiger was designed to simply request customer feedback directly from VTiger. Feedback email can be triggered automatically (VTiger workflow) or manually by the user. The email itself contains standard text, which you will specify and 5 stars for the recipient to click and immediately provide feedback (feedback is logged as soon as the customer clicks on one of the stars in the email). In addition, by clicking the star - the recipient will be taken to a 'detailed feedback' page, where they can specify any additional notes or adjust feedback. "Detailed feedback page" is also customizable (by system administrator).

Most common use case is:

Ticket status is set to "Closed"
Feedback record is automatically created (based on #1 condition)
Feedback Email automatically goes out to the customer

Once setup, the feedback will collect itself, without any extra effort from your end.

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