Build your first useful workflow.

1. Choose the team’s work profile.

Select the profile closest to your process: MSP/IT, internal services, marketing/creative, product development, finance/procurement, or custom/mixed. The profile shapes vocabulary, request types, tracking, and AI guidance.

2. Decide what a complete request needs.

Choose a request type and define the fields that help your team start. Make critical answers required. Use conditional questions when a choice changes the information you need, such as Print revealing material and delivery fields.

3. Give requesters a clear front door.

Configure portal branding, available request types, requested dates, and attachments. Decide whether people need to sign in and which identities or domains are allowed. Test the experience as a requester.

4. Connect the conversation.

Configure and verify an email channel if email is part of your process. Submit a fictional request and check that its answers, files, and replies arrive in the intended workspace.

5. Set ownership and review.

Invite the appropriate team members within your plan limit. Check roles and client access. Decide how work is assigned, when private notes are useful, and which decisions need a ticket approval.

6. Introduce AI deliberately.

Review the AI analysis and response settings for your work profile. Compare suggestions with the actual request. Copilot access requires separate activation; discuss that rollout with us before depending on it.

7. Test the whole handoff.

Send a reply, read it from the requester’s portal, update the status, and record the resolution. If you generate a knowledge article, review the draft before publishing it. Use fictional data for your first test.

8. Improve one recurring step.

Once the workflow works, add a supported routing or notification rule. Check its execution history and use reporting to understand the results. Keep the process understandable for the next person joining the team.

Inside your signed-in workspace, Help provides more detailed product guidance. Available controls depend on your role, plan, and workspace configuration.