Workflow 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 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. Use this 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.
Channel type is
Matches when the ticket was received through a channel of the specified type (email or widget). Use this to apply rules that depend on whether tickets came from email or from the support bubble, regardless of which specific channel they belong to.
Has tag
Matches when the ticket carries any of the selected tags. Select one or more tags from your workspace. Use this to narrow a workflow to tickets that have already been labelled, for example only running an escalation on tickets tagged "urgent".
Does not have tag
Matches when the ticket carries none of the selected tags. Useful as a guard so a workflow skips tickets that have already been handled, for example only auto-replying to tickets that are not tagged "answered".
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. Use this for triggering welcome messages or flagging new customers for special attention.
Is the first message in the ticket
Matches only on the first message of a ticket, not on replies. Useful when a workflow with the On inbound message trigger should still only act on the first message of each ticket. (For workflows that fire only on new tickets, prefer the dedicated On new ticket trigger.)
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").