Understanding ticket templates and workflow add-ons
Learn how ticket templates and workflow add-ons work in Lookout, which add-on to use for common workflows, and when extra configuration is needed.
This guide explains how ticket templates and workflow add-ons work together, which add-on to use for common workflows, and when a workflow needs enablement, configuration, or a contracted solution. It's aimed at staff who configure ticket templates.
New to ticket templates? This is an advanced, configuration-focused guide. For the basics of building templates, categories, and tags, start with Tickets: Building blocks (categories, tags & templates) article.
How ticket templates and workflow add-ons work
Ticket templates help your team manage repeatable workflows in Lookout. A template defines the type of work a ticket is used to manage.
A workflow add-on links a template to a specific Lookout function or workflow - such as a must-do task, purchase order, referral, incident, agreement request, or an app-based submission. There are two ways an add-on gets applied:
- Selected when configuring a template - you choose the relevant add-on as you build or edit the template.
- Added automatically by Lookout - when a related action creates a ticket (for example, an insight or a Member note), Lookout applies the add-on itself.
Please note: Some add-ons marked with ** below are paid or contracted solutions, and some workflows include automation or app-based actions that require enablement or configuration.
Before you start
- Confirm the workflow you want to manage and the outcome you need from the ticket.
- Check you have the "Configure ticket templates, tags and categories" permission.
- Check the required ticket template is available in your current Lookout configuration.
- Be aware that some workflows include automation or app-based actions that may need enablement, configuration, or a contracted workflow.
- If you're unsure which option applies, contact Lookout Support before creating or changing templates.
Choosing the right template
** indicates a paid add-on solution.
| If you need to… | Use this template | What it helps you do | Availability |
|---|---|---|---|
| Manage a client or Member service agreement | Agreement Management / Member Agreements |
Track collection, approval, and storage of agreements on the Member profile. **Digital signature collection may be available where enabled. |
Included as a template, or available with a contracted, configured digital workflow. **The add-on allows sending and collecting signatures digitally via a secure email link. |
| Record and follow up a client incident | Incident Management |
Capture incident details, categories, actions, and outcomes for review and follow-up. **An Incident Form may be available through the Care App where enabled. |
Included as a template, or with additional automation where contracted. **The add-on lets Helpers submit an Incident Form via the Care App to auto-generate a ticket and notify assigned staff. |
| Manage expiring Helper credentials or documents | Expiring Verifications / Verification Renewal |
Notify administrators before a verification expires, and capture the steps and communications to obtain and record renewed documents. **May support collecting updated documents via the Care App where enabled. |
Included as a template, or with additional automation where contracted. **The add-on notifies Helpers in the Care App when verifications are expiring and lets them upload renewed documents. |
| Review Helper schedule change requests | Availability Schedules | **Manage availability update requests submitted from the Helper Care App through an approval workflow. | Available where configured or contracted. |
| Capture a completed custom form for review | Custom Forms Response | **Create a follow-up ticket when a custom form is completed as part of a supported Must Do workflow. | Available where configured or contracted. |
| Request goods or services from a supplier | Purchase Order | Create and track purchase order requests linked to client services, including invoice matching support. | Included. |
| Ask a Helper to complete a task during a visit | Must Do | Send a task to the Helper, request acknowledgement, and capture their response at check-out. | Included. |
| Refer a client to a clinical or allied health provider | Clinical Referral | Share referral information and support supplier engagement. | Included. |
| Fill an open or unallocated visit | Vacant Visit Request / Opportunities | Offer one-off or recurring visits to Helpers through the app so they can respond with their availability. | Included. |
| Manage Helper leave requests | Helper Leave Request | Allow Helpers to submit leave requests through the app and manage them through a ticket workflow. | Included. |
| Attach an assessment to a workflow | Focal Assessments | Link assessment information to the relevant ticket for review and follow-up. | Included. |
** indicates a paid add-on solution.
Configuration and availability notes
- Some ticket templates are included as standard. Others may require additional configuration, permissions, or a contracted workflow.
- A single template can support more than one action, depending on how the service is delivered (for example, referrals and purchase orders).
- Some tickets are created by actions elsewhere in Lookout, such as app submissions or system-generated events (insights and Member notes).
- Template names and behaviour may vary depending on your organisation's setup. If you can't see a template or an expected option, contact Lookout Support.
Available workflow add-ons
When creating or updating a template for a specific workflow, select the relevant workflow add-on from the dropdown. An add-on should only be used for its applicable workflow, as it informs the template and the tasks to be completed.
Don't archive templates that contain add-ons. Keep add-on templates relevant and active - archiving them can disrupt the workflow. Some add-ons also require a Lookout label to be added by The Lookout Way team.
Standard workflow add-ons
| Workflow add-on | Use with this template | Lookout label required (do not archive the template) |
|---|---|---|
| opportunities | Vacant Visit Request / Opportunities | n/a |
| must-dos | Must Do | must_do_response |
| referrals | Clinical Referral | referrals |
| purchase_orders | Purchase Order | n/a |
| focal_assessments | Focal Assessments | Not supported for new customers. Existing customers keep their data and have a migration pathway to forms. |
| custom_forms_response | Custom Forms Response (available where configured or contracted) | n/a |
Paid / contracted workflow add-ons
| Workflow add-on | Use with this template | Lookout label required (do not archive the template) |
|---|---|---|
| helper_verification_renewals / tpp_helper_verifications_renewals | Expiring Verifications / Verification Renewal | helper_verification_renewals |
| incidents | Incident Management | incidents |
| helper_leave_periods | Helper Leave Request | contractor_helper_leave_request / employee_helper_leave_request |
| membership_agreement_requests | Agreement Management / Member Agreements | membership_agreement_requests |
| availability_schedules | Availability Schedules (available where configured or contracted) | availability_schedule_request |
Workflow add-ons generated automatically
These add-ons aren't selected in templates - Lookout applies them automatically when a related action creates a ticket:
| Add-on | How it's used |
|---|---|
| insights | Added when a ticket is created from an insight, such as one related to finance, care delivery, Member spending, or care management risk. |
| membership_notes | Added when a ticket is created from a Member note, such as a visit note or notebook entry. |
Workflows that require contracted configuration
Some workflows can be extended with additional automation when included in your organisation's agreement:
- Digital signature collection for agreement management.
- Incident forms submitted through the Helper Care App that automatically create an Incident Management ticket for staff review.
- Expiring verification renewal workflows that let Helpers upload renewed documentation through the Care App for review and approval.
To enable or change one of these, check your current configuration and speak with Lookout Support or your account contact.
Troubleshooting
Why can't I see the ticket template or workflow add-on I need?
Your organisation may not have that template, add-on, or automation enabled. Check your permissions and current configuration, then contact Lookout Support if it's still unavailable.
Should I add insights or membership_notes to a template?
No. These are added automatically by Lookout when a ticket is created from the related action, and shouldn't be added to a template manually.
A workflow isn't behaving as expected - what should I check?
Confirm the correct template and add-on are being used, check whether the workflow needs additional configuration, and note any app or automation behaviour you expected before contacting Lookout Support.
Can I archive a template that has an add-on?
Avoid this. Archiving a template that contains a workflow add-on can disrupt the workflow - keep these templates active and relevant.
Still need help?
If you're unsure which ticket template or workflow add-on to use, or if a workflow isn't behaving as expected, contact Lookout Support. Include:
- The workflow you're trying to manage
- The ticket template you're using
- The workflow add-on selected
- Any app or automation behaviour you expected to occur