Creating Workflows

What Are Workflows?

Workflows let you automate repetitive tasks in your helpdesk. Each workflow consists of a trigger, one or more conditions, and one or more actions. When a ticket matches the conditions, the actions run automatically (or on demand). This saves your team time and ensures consistent handling of incoming tickets.

Creating Your First Workflow

To create a workflow, navigate to Settings > Workflows and click New Workflow. Give it a descriptive name (for example, "Tag billing questions") and an optional description so your team understands its purpose.

Next, choose your trigger type, add at least one condition, and configure the actions you want to run. Workflows are evaluated in order, so you can drag them to set priority. The first matching workflow does not prevent later workflows from running. All enabled workflows that match will execute their actions.

Trigger Types

There are two trigger types available:

Automatic

Automatic workflows run whenever a new ticket arrives in your workspace. They evaluate conditions immediately and execute actions without any manual intervention. Use these for routing, tagging, or auto-replies that should happen as soon as a ticket comes in.

Manual

Manual workflows can be triggered from the ticket sidebar when viewing a ticket. The conditions are still checked before execution, so a manual workflow will only run if the ticket matches. This is useful for actions you want to apply selectively, such as escalation procedures or specialized response templates.

Enabling and Disabling Workflows

Every workflow has an enabled/disabled toggle. Disabling a workflow preserves its configuration but prevents it from running. This is useful when you need to temporarily pause automation (for example, during a maintenance window) without losing your setup. You can re-enable it at any time.

Disabled workflows will not appear in the manual workflow list on the ticket sidebar.