Who can use this feature?
- Available with Workforce.
Interested in a demo of Workforce? Contact us here.
A WorkflowID is a unique process identifier extracted from the URL of a tracked application. It is the value that links a single unit of work—such as a support ticket, a case, or an opportunity—from its start through its finish, and across every tool the work touches in between. WorkflowIDs are what make Workflow Intelligence possible.
This article covers the following:
- How WorkflowIDs work
- WorkflowIDs available out of the box
- How WorkflowIDs surface in Fullstory
- Requesting additional or custom WorkflowIDs
- Frequently Asked Questions
How WorkflowIDs work
Most applications embed a unique identifier in the URL when you are working on a specific item. For example, when an agent opens a ticket in Zendesk, the ticket's identifier appears in the URL. Workforce latches onto that identifier and applies it as a page property—not only to the primary application, but to any other tracked tools the employee had open during the same working block.
This shared identifier is what allows Workforce to assemble all the activity for one unit of work into a single workflow, regardless of how many applications were involved.
WorkflowIDs available out of the box
Workforce maintains a growing library of supported applications. When an app is in the library, its WorkflowIDs are available to every customer automatically—no per-customer configuration is required. The following WorkflowIDs are available out of the box.
| App | Page property | Property name |
|---|---|---|
| AshbyHQ | Job | ashbyJobId |
| Asana | Project | asanaProjectGid |
| Asana | Task | asanaTaskGid |
| CircleCI | Pipeline | circleciPipelineId |
| GitHub | Pull Request | githubPRNumber |
| Gong | Call | gongCallId |
| Jira | Issue | jiraIssueId |
| Looker | Dashboard | lookerDashboardId |
| Marketo | Lead | marketoLeadId |
| Outreach | Sequence | outreachSequenceId |
| SafeBase | Account | safebaseAccountId |
| Salesforce | Case | salesforceCaseId |
| Salesforce | Lead | salesforceLeadId |
| Salesforce | Opportunity | salesforceOpportunityId |
| Wrike | Task | wrikeTaskId |
| Zendesk | Ticket | zendeskTicketId |
| Zip | Request | zipRequestId |
Note: Applications added from the Global App Library automatically inherit their supported WorkflowIDs, along with other attributes such as logos. Whenever possible, add apps from the Discover tab so they connect to the library. See Configure Apps in Workforce for details.
How WorkflowIDs surface in Fullstory
Once enabled, WorkflowIDs appear in two places across the platform.
- In Fullstory Analytics, as page properties: You can use the WorkflowID as a page property to search, segment, and build metrics the same way you would with any other page property.
- In Workforce, as Workflows: Each WorkflowID powers a Workflow in Workforce, where you can analyze the process end to end. See Analyzing Workflows.
Requesting additional or custom WorkflowIDs
If you use a common application that is not yet in the library, the Workforce team can add it so its WorkflowIDs become available. Workforce can also create custom extraction rules for a homegrown or in-house application, as long as the identifier reliably appears in the app's URL.
To add a new application to the library or set up a custom WorkflowID, reach out to a member of your Fullstory account team.
Frequently Asked Questions
Do I have to configure WorkflowIDs for each app myself?
No. For applications in the Global App Library, WorkflowIDs are provided out of the box and are inherited automatically when you add the app. Custom applications require a one-time setup by the Workforce team.
What makes a good WorkflowID for a custom application?
The identifier needs to reliably exist in the application's URL for each unit of work. If your app embeds a stable, unique identifier in the URL (for example, a ticket, case, or request number), it can typically be configured as a WorkflowID.