Conditions

Overview

Conditions determine whether a workflow's actions should run for a given ticket. You can add multiple conditions to a single workflow and choose how they are evaluated together.

Available Condition Types

Subject Contains

Matches when the ticket's email subject line contains any of the specified text values. This is a case-insensitive partial match. For example, adding "invoice" will match subjects like "Question about my invoice" or "Invoice #1234".

Subject Equals

Matches when the ticket's subject line exactly equals one of the specified values. Use this when you need precise matching rather than partial text search.

From Email Contains

Matches when the sender's email address contains any of the specified text values. Useful for matching patterns like "noreply" or a specific username fragment.

From Email Equals

Matches when the sender's email address exactly equals one of the specified values. Ideal for routing tickets from known senders such as "billing@partner.com".

From Domain Equals

Matches when the sender's email domain exactly equals one of the specified values. Use this to apply special handling for all emails from a particular company, such as "example.com".

Body Contains

Matches when the body of the first message in the ticket contains any of the specified text values. Helpful for detecting keywords like "urgent", "refund", or specific product names.

Channel Is

Matches when the ticket was received through one of the specified channels. Select one or more channels from your workspace. This is useful when different channels require different handling.

Contact Is New

Matches when the ticket comes from a first-time contact (someone who has never submitted a ticket before). No additional parameters are required. This is great for triggering welcome messages or flagging new customers for special attention.

Combining Conditions

When a workflow has multiple conditions, you choose one of two matching modes:

• Match all: Every condition must pass for the workflow to trigger. Use this when you need precise targeting (for example, emails from a specific domain AND containing a keyword).
• Match any: At least one condition must pass. Use this for broader matching (for example, emails containing "billing" OR "payment").