You can set up a ticketing workflow in Sprinklr to streamline the ticket creation and update process.

Prerequisites

Ensure that all prerequisites outlined in the Prerequisites and Permissions section are met.

High-Level Steps

The following are the high-level steps involved:

1. Create Ticket Fields: Create or bulk import ticket fields (custom fields) associated to the case. These fields are created to store key details about the case such as category, type, priority, status, or creation reason.

2. Create a Record Form: Create a record form to display the ticket fields that you created to the agent.

3. Create a View Policy: Create a View Policy to define which fields should be visible, mandatory, or read-only on the ticket (case) form based on the value of a primary field.

4. Use Record Forms in Guided Workflow: Create a Guided Workflow to display the record form to the agents.

5. Update Ticket using Guided Workflow: Create a Guided Workflow that allows agents to update a ticket.

6. Configure Care Console for Ticketing Workflow: Configure the Care Console UI to show widgets for the ticketing workflow.