We are using a lot the tickets to handle the follow up of our clients (tons of steps). Backend is playing with ticket states which enable different workflow.
Currently we have a single massive workflow to handle everything because we cannot split it into several reusable workflows.
Worst, we have to manually duplicate it for different events that triggers the workflows. Here is the list:
- Ticket is created
- Ticket state is updated
- Customer has been unresponsive
It means we have to maintain 3 times the same behavior. Of course, this leads to tons of possible human mistakes.
This idea might be linked to this one but more detailed with explanations of our workflows.