Service Tickets Guide

Route alerts through AgencyZoom's service request system for advanced workflow management.

What Are Service Tickets?

Service tickets provide an advanced way to route certain alerts directly to AgencyZoom's service request system instead of creating tasks. This feature requires initial setup but provides powerful workflow automation for specific alert types.

Setup Required

Setting up service tickets requires multiple steps due to AgencyZoom API limitations. Follow this guide carefully to ensure proper configuration.

Service Tickets vs. Regular Tasks

Regular Tasks
  • Simple to-do items for CSRs
  • Basic complete/incomplete status
  • Single assignee
  • No workflow stages
Service Tickets
  • Follow defined workflow pipelines
  • Multiple stages (New → In Progress → Resolved)
  • Support priority levels
  • Can be tagged and categorized

Complete Setup Process

Setting up service tickets involves four main steps:

Step 1: Import AgencyZoom Configuration

First, import your service configuration from AgencyZoom using the AZ Sync bookmarklet:

Navigate to AZ Sync from your user dropdown menu

If you haven't already, drag the Sync AZ Lists bookmarklet to your browser's bookmarks bar

Open app.agencyzoom.com in a new tab and log in

Navigate to any page within AgencyZoom (e.g., Dashboard or Settings)

Click the Sync AZ Lists bookmarklet in your bookmarks bar

Wait for the sync to complete - you'll see a summary of imported items

What gets imported: Service Categories, Priority Levels, Pipelines (with all their stages), and Tags
Step 2: Create a Service Action

Service Actions define how service tickets should be created for specific alert types:

Navigate to Alert Mappings from your user dropdown menu

Click on the Service Actions tab

Click New Service Action

Fill in the service action details:

  • Name: A descriptive name (e.g., "Policy Change Requests")
  • Description: Optional details about when this action is used
  • Service Category: Select from your imported categories
  • Priority: Choose the default priority level
  • Pipeline: Select which pipeline to use
  • Initial Stage: Choose the starting stage (must belong to selected pipeline)
  • Tags: Optionally select tags to apply to all tickets

Enable Active to make the service action available

Click Save to create the service action

Important: The Initial Stage must belong to the selected Pipeline. If you change the pipeline, you'll need to select a new initial stage.
Step 3: Create an Alert Mapping for Service Tickets

Link specific alert types to your service action through alert mappings:

Navigate to Alert Mappings from your user dropdown menu

Click New Mapping

Configure the mapping:

  • Category: Enter the alert category to match (e.g., "Policy Change")
  • Sub-Category: Enter the specific sub-category (e.g., "Coverage Added")
  • Lines of Business: Select specific LOBs or "ANY" for all
  • Action: Select SERVICE
  • Service Action: Choose the service action you created in Step 2

Enable the mapping and click Save

Result: When processing alerts that match this mapping, the system will create service tickets instead of tasks.
Step 4: Process Alerts with Service Tickets

Once configured, service tickets are created automatically during normal processing:

  1. Upload and process PDFs as usual
  2. The system checks alert mappings for each row
  3. If a SERVICE mapping matches, a service ticket is created instead of a task
  4. The row status shows as "Processed" with details about the service ticket

Service tickets include all the same information as tasks but are routed through the service request system with your configured settings.

Managing Service Actions

From the Service Actions tab (accessible through Alert Mappings), you can:

View All Actions

See configuration and usage statistics

Edit Actions

Update settings as workflows change

Enable/Disable

Temporarily turn off without deleting

Delete Actions

Remove unused actions

Best Practices for Service Tickets

Do:
  • Test with a few alerts before broad deployment
  • Use descriptive names for service actions
  • Document which alerts use service tickets
  • Review pipeline stages match your workflow
  • Keep service actions organized by purpose
  • Sync AgencyZoom data regularly
Don't:
  • Create too many service actions at once
  • Use service tickets for time-sensitive alerts
  • Forget to sync AgencyZoom data first
  • Mix incompatible pipelines and stages
  • Disable actions others are using
  • Skip testing new configurations

Common Service Ticket Use Cases

Alert Type Service Category Pipeline Priority Why Service Ticket?
Policy Changes Policy Service Service Request Medium Needs approval workflow
Billing Issues Billing Billing Pipeline High Requires accounting review
Documentation Requests Customer Service Support Pipeline Low Standard support process
Complaints Escalations Escalation Pipeline High Needs management oversight

Troubleshooting Service Tickets

Run the AZ Sync bookmarklet again while logged into AgencyZoom. Make sure you're on an AgencyZoom page when clicking the bookmarklet.

The selected initial stage doesn't belong to the chosen pipeline. Edit the service action and select a stage that's part of the pipeline.

Check that:

  1. The alert mapping is enabled
  2. The service action is active
  3. The alert category/sub-category match exactly (case-sensitive)
  4. The LOB matches or is set to "ANY"

Service tickets appear in the Service Requests section of AgencyZoom, not in the regular tasks list. Check the appropriate pipeline based on your service action configuration.

Pro Tip

Start with one or two service actions for your most common service-type alerts. Once comfortable with the workflow, gradually expand to other alert types. Service tickets work best for non-urgent items that benefit from structured workflows.