Create child tickets and get approvals from your agents or end-users.
Overview
What is Process Manager and what are the base functionalities of this app?
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Myndbend Process Manager™ OverviewNew Hire Onboarding Example IT Change Management Example Myndbend Process Manager™ makes workflow easy and fl...Read more
Setup
A step-by-step guide on how to set up Myndbend Process Manager
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Installation GuideYou can find the app in the Zendesk Apps Marketplace (Settings > Apps > Marketplace). Search for "Process Manager" a...Read more
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Set up MPM PremiumWhen you begin the new trial of our Process Manager, there are 3 steps you'll need to do: Review the settings - You...Read more
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How to Manage Settings for Process ManagerTo manage the settings for the Process Manager app: Navigate to your Zendesk agent interface Click on Process Manage...Read more
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Managing 3rd party browser cookies for Myndbend Process Manager usageDepending on your browser security settings, you might see the following error message when Myndbend Process Manager ...Read more
Features
An overview of all Myndbend Process Manager features
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Approval GroupsApproval group functionality allows you to create a group of approvers - That way, you can streamline the process of ...Read more
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Add and Manage ApproversIf you need to request approval from someone in (our out of) your organization, whether it is regarding a New Hire, C...Read more
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Approval Emails & RemindersMyndbend Process Manager supports custom email notifications that are sent out to Approvers. By default, they are tur...Read more
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Review Approval RequestIn the email notification regarding the approval, your users will have an option to Review Approval Request. This wi...Read more
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Approvals Tab for AdminsAs an admin, you want to keep track of approvals in your organization so you can quickly identify if there are any bo...Read more
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Child TicketsA lot of tickets have parts that are related to the original but should still be kept as separate tickets. For exampl...Read more
Workflow setup
How to set up various parts of the workflow
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Enable end users to be approversApprovers can be either agents or end-users/customers. If you'd like your end-users to be approvers, you'll first ne...Read more
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How to solve parent ticket automatically when all of the child tickets are solvedThroughout the lifecycle of the ticket, our app adds and maintains various tags on the ticket that makes it easy to k...Read more
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How to display ticket data in the emailIt's good practice to show parts of ticket data in approval email - so your approvers have more info about whatever t...Read more
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How to automatically allow end-users to be approversIf you want to allow customers/end-users to approve tickets, you can tag the end-user profile with the approval_allow...Read more
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How to automatically add approversIn Myndbend™ Process Manager, approvers can be added to a ticket automatically when certain conditions are met. For ...Read more
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How to add approvers from a custom fieldIn Myndbend™ Process Manager, approvers can be added to a ticket automatically when approver email addresses are adde...Read more
Advanced workflow setup
How to set up more advanced workflow parts
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Ticket Templates - Advanced Properties - Set values to custom fields!Child tickets can inherit all values from the parent ticket if you enabled this option in the settings: However, you...Read more
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How to conditionally create child tickets based on form dataThe Myndbend Process Manager app supports complex child ticket workflows in Zendesk. This can be accomplished with a ...Read more
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Make first comment in child ticket privateIn order to make the first comment in child tickets private, we'll need to create a Zendesk target that will be calle...Read more
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Get a list of parent-child tickets in ExploreMyndbend Process Manager adds in specific metadata to each parent and child ticket. We can use that metadata in order...Read more
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Enable end-users to see their pending and past approvals in Zendesk GuideIf your organization has enabled end-user approvals in Process Manager, you may want to provide a useful overview pag...Read more
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Configuring your firewall for use with Myndbend Process ManagerRecommendations for configuring a firewall for use with Myndbend Process Manager: If your server policy restricts in...Read more
FAQ – Myndbend Process Manager
Frequently asked questions regarding Myndbend Process Manager
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How to prevent child tickets from being created in loopIf you have configured your triggers to create child tickets automatically, you may find that multiple child tickets ...Read more
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What’s the difference between Myndbend Process Manager Lite and Premium?Templates and sets of templates that can be used by an agent to create tickets or automatically via triggers Templat...Read more
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How to update Myndbend Process Manager target's username and password?In certain cases, you might need to update username and password on one of the targets that MPM created. Start by na...Read more
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Myndbend Process Manager FAQFrequently Asked Questions What’s the difference between Myndbend Process Manager Lite and Premium? Why do I still se...Read more
Webhook
This section will explain how to use Myndbend Process Manager webhook in order to do all of the automated actions
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Webhook OverviewMyndbend™ Process Manager uses webhooks to automate processes in powerful ways. Using webhooks, you can: Add approv...Read more
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Processing Action and Trigger explanationMyndbend™ Process Manager processes a lot of data in the background, to make sure that we keep every part of your wor...Read more
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Action: add-approval-groupWhen the action add-approval-group is used in the trigger message, Myndbend™ Process Manager provides the ability to ...Read more
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Action: add-approvers-by-emailThe Myndbend™ Process Manager action add-approvers-by-email is used to automatically add approvers to tickets, using ...Read more
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Action: add-approvers-by-idThe Myndbend™ Process Manager action add-approvers-by-id is used to automatically add approvers to tickets using thei...Read more
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Action: add-approvers-by-user-tagThe Myndbend™ Process Manager action add-approvers-by-user-tag is used to automatically add approvers to tickets (whe...Read more
Webhook Transition Guide
This guide will help you convert your workflows to use the new Myndbend Webhook
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Webhook TransitionUntil recently, Myndbend™ Process Manager used Zendesk targets for all of its automated actions. However, targets wil...Read more
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Step 1: Delete old "processing" triggersBefore switching to webhooks, Myndbend™ Process Manager used multiple triggers for processing actions. These actions ...Read more
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Step 2: Install webhook and processing triggerIn the previous step, all of the old processing triggers in MPM were deleted. Next, a new trigger will need to be set...Read more
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Step 3: Update triggers and delete targetsIn this last step, we will finish the conversion of Zendesk-deprecated targets to webhooks in Myndbend™ Process Manag...Read more
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Webhook Syntax generatorYou can use this generator to quickly generate the syntax needed for the webhook based on the configuration that you ...Read more
Use Cases
What are some of the use cases where the Process Manager shines?
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HR Onboarding in Zendesk with Myndbend Process ManagerZendesk’s ticket management system is flexible enough to be quite useful when taking care of the many tasks associate...Read more
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Best Practices for IT Change Management Approvals Processes in Help Desk WorkflowsAssessment and approval of certain tickets is an important part of the IT change management process in any organizati...Read more
Release notes
Learn what is new in recent releases
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Release Notes: Myndbend Process Manager 4.13Myndbend Process Manager 4.13 will be deployed on November 21st, 2021 New Features General release of Approval Gro...Read more
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Release Notes: Myndbend Process Manager 4.12Myndbend Process Manager 4.12 will be deployed on September 4th, 2021 Fixes/Improvements Add specific "pending" ta...Read more
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Release Notes: Myndbend Process Manager 4.9Myndbend Process Manager 4.9 will be deployed on March 6th, 2021 New Features Ability to remove approvers from a tic...Read more
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Release Notes: Myndbend Process Manager 4.8Myndbend Process Manager 4.8 will be deployed on January 31st, 2021 New Features Allow a Zendesk macro placeholder t...Read more
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Release Notes: Myndbend Process Manager 4.7Myndbend Process Manager 4.7 will be deployed on Nov 28th, 2020 New Features Approval groups (premium, beta) - Use t...Read more
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Release Notes: Myndbend Process Manager 4.6Myndbend Process Manager 4.6 was deployed on Aug 6th, 2020 - Aug 8th, 2020 New Features Calendar feed (beta premium ...Read more
