Configure Ticket Notifications

In this article, you will learn about all of the options available to you when you set up Workflows for 811 accounts in the UtiliSync Admin app. Only a user with admin access can set up this functionality.

Introduction

In this article, you will learn how to automate your ticket management using the Workflow feature in the UtiliSync Admin app.

Workflows allow you to create "If/Then" rules that trigger automatically when a ticket meets specific criteria—such as priority level, ticket type, or geographic area. While often used to power custom notifications, Workflows can automate your entire ticket lifecycle by instantly assigning staff, updating priority statuses, or even closing a ticket. This ensures your data stays accurate and your team stays informed without manual intervention.

Conditions: choose the conditions to trigger the Workflow

Priorities are set by each one-call center. At least one option must be selected.

Ticket Types are set by each one-call center. At least one option must be selected.

Days can be set to All Days, or specified by shift. This is very useful for on-call and weekend working employees. For example, if you have a user that is responsible for all tickets that come in on Saturdays and Sundays, you can set the conditions as pictured below.

Hours can be set to All Hours, or specified by shift. This is very useful for on-call and swing-shift employees. For example, if you have a user that is responsible for all tickets that come in after normal working hours, you can set the conditions as pictured below.

Assignment Area must be established before the Workflow can refer to it. For more information on setting assignment areas, see this article: Auto-Assign Ticket Areas.

Actions: choose the actions the Workflow will take

Assign Ticket will automatically assign all tickets fulfilling the set conditions to the user specified.

Send Email Notification will automatically send an email notification for all tickets fulfilling the set conditions to the user specified.

Send Push Notification will automatically send a direct alert to the user's mobile device for all tickets fulfilling the set conditions. This method bypasses cellular carrier filters for more reliable delivery and includes a deep link that takes the user directly to the specified ticket.

Send SMS Notification will automatically send an SMS (text) notification for all tickets fulfilling the set conditions to the user specified. Note: This service is being discontinued due to carrier delivery issues; we strongly recommend using Push Notifications instead.

Success! Now you know all of the customizable settings in the Workflows tool. See this article to get step-by-step instructions to Create Workflows.