Creating Workflows

What are workflows?

Workflows automate repetitive tasks in your helpdesk. Instead of manually tagging every billing question, assigning tickets to the right person, or sending an acknowledgment email, you set up a workflow once and let it handle that work for every matching ticket going forward.

Each workflow has three parts: a trigger (when should this run?), conditions (which tickets should it apply to?), and actions (what should happen?). For example, you might create a workflow that says "When a new ticket arrives, if the subject contains 'invoice', add the 'billing' tag and assign it to the billing team."

Why use workflows?

Without workflows, your team spends time on repetitive triage: reading each ticket, deciding where it belongs, tagging it, assigning it, maybe sending an initial acknowledgment. Workflows handle that automatically, so your team can focus on actually helping customers.

Some common examples:

• Tag tickets based on keywords in the subject or body, so your inbox stays organized without manual effort.
• Assign tickets from specific email domains to the account manager responsible for that company.
• Send an automatic acknowledgment when a new ticket arrives outside business hours.
• Run an AI prompt to classify tickets and route them to the right team.
• Flag tickets from first-time contacts so your team gives them extra attention.

Creating your first workflow

Go to Settings > Workflows and click New Workflow. Give it a descriptive name (like "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. See Conditions and Actions for the full list of options.

Workflows are evaluated in order, which you can control by dragging them in the list. All enabled workflows that match a ticket will execute their actions, not just the first one. This means you can have multiple workflows that apply to the same ticket without them conflicting.

Trigger types

Automatic

Automatic workflows run whenever an inbound message arrives in your workspace, including replies into existing tickets. They evaluate conditions immediately and execute actions without any manual intervention. Use these for routing, tagging, auto-replies, or anything that should happen as soon as a message comes in.

If an action should only run on the very first message of a ticket (for example, sending a welcome auto-reply or assigning a new ticket), add the Is the first message in the ticket condition to prevent it from firing on replies.

Manual

Manual workflows appear as options in the ticket sidebar when you are viewing a ticket. Click the workflow to run it. The conditions are still checked before execution, so a manual workflow will only run if the current ticket matches. This is useful for actions you want to apply selectively, like escalation procedures or specialized response templates that only make sense in certain situations.

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 product launch or maintenance window) without losing your setup. Re-enable it whenever you are ready.

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