Work Management
Ticket workflows
Attach Workflow Studio templates to ticket categories and run service processes from tickets.
Ticket workflows
Ticket workflows attach Workflow Studio templates to ticket categories or subcategories. They are used for service processes where each ticket should move through a predictable sequence of tasks, decisions, approvals, actions, and closure steps.
How it works
A ticket category can reference a workflow. When a ticket enters that category, Antly uses the active workflow template version to create executable workflow nodes for the ticket. Completing a node can process the next node, notify relevant teams, route work, or close the ticket when the next child is an End node.
Configure a ticket workflow
- Open ticket settings and choose the category or subcategory.
- Attach or create a workflow template group.
- Build the graph in Workflow Studio.
- Use task nodes for human steps and approval nodes for explicit approvals.
- Use decision or route nodes when ticket data determines the path.
- Publish the active version and create a test ticket in the category.
Operating guidance
Ticket workflows should be easy for agents to understand. Give every human-facing node a name, task title, duration, assignee or team, and clear completion instructions. Keep the canonical node behaviour in one place: use the node reference when deciding which node type to add.