After setting up a phase, the next step is to add activities that need to be completed as part of that phase. Activities define the specific actions required from various stakeholders to move the journey forward.

You can assign each activity to:

  • A stakeholder (internal or external to your organization)

  • An agent group in your service desk

By default, all activities are triggered automatically when the phase begins. However, you can configure additional triggers and conditions to control when an activity should start.

Note: All activities are marked as mandatory by default, meaning a phase is considered complete only when all its activities are completed. You can simply clear the checkbox to make the activity non-mandatory.

Types of Activities

You can create the following types of activities:

  • Create ticket – Create and assign service requests or appropriate ticket type (as per the workspace configuration) to relevant agent groups. Use this option when an action needs to be tracked and resolved through your service desk.

  • Create task – Define to-do items that stakeholders need to complete. Tasks can be of two types:

  • Schedule email – Send automated emails to stakeholders as part of the journey. Use this to notify, inform, or prompt action at key stages.