What are Workflows?
Workflows are event-driven automations that run automatically when certain conditions are met. They follow a simple IF [condition] THEN [action] pattern.
Creating a Workflow
- Go to Settings → Automations → Workflows
- Click Create Workflow
- Define a trigger (when should this run?)
- Add conditions (what must be true?)
- Define actions (what should happen?)
- Save and enable the workflow
Available Triggers
- New ticket created
- Ticket updated
- Customer replied
- Ticket assigned
- Label added/removed
- Status changed
Available Conditions
- Channel equals / contains
- Subject or body contains keywords
- Customer email matches pattern
- Label is / is not
- Assignee is / is not
- Priority level
Available Actions
- Assign to agent or team
- Add or remove labels
- Change ticket status
- Send auto-reply
- Add internal note
- Set priority
Example Workflows
- Auto-label returns: IF new ticket AND body contains "refund" or "return" → Add "Returns" label
- VIP routing: IF customer email ends with "@enterprise.com" → Assign to "VIP Support" team
- Urgent escalation: IF label "Urgent" added → Assign to senior agent → Send notification
💡 Tip: Start with simple workflows and add complexity over time. Test each workflow thoroughly before enabling it on live tickets.