Workflow/Automations – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Mon, 17 Aug 2026 12:07:56 +0000 en-US hourly 1 https://wordpress.org/?v=7.1 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Workflow/Automations – SupportCandy https://supportcandy.net 32 32 Automatic Workflow https://supportcandy.net/docs/automatic-workflow/ Mon, 10 Jul 2023 11:43:08 +0000 https://supportcandy.net/?post_type=docs&p=328282
Overview

The Automatic Workflow feature in SupportCandy helps automate repetitive ticket management tasks. It uses Triggers, Conditions, and Actions to perform tasks automatically when specific ticket events occur.

Where to Find

Go to Support → Settings → Workflow → Automatic.

Automatic Workflow Setting
How It Works

An Automatic Workflow follows three main steps:

  1. Trigger – Defines the event that starts the workflow.
  2. Conditions – Defines the rules that the ticket must meet.
  3. Actions – Defines what the workflow should do when the conditions are satisfied.

When the selected trigger occurs, SupportCandy checks the conditions. If the conditions match, the configured actions are performed automatically.

Step-by-Step Guide
  • Go to Support → Settings → Workflow → Automatic.
  • Add a new workflow.
  • Enter the workflow name and description.
  • Select a Trigger.
  • Add the required Conditions.
  • Define the Actions to perform.
  • Save the workflow.
Add Automatic Workflow Setting
Triggers

A Trigger is the event that starts an Automatic Workflow.
Available triggers include:

  • Create New Ticket – Runs when a new ticket is created.
  • Ticket Reply – Runs when a reply is added to a ticket.
  • Submit Private Note – Runs when a private note is added.
  • Change Ticket Subject – Runs when the ticket subject changes.
  • Change Ticket Category – Runs when the ticket category changes.
  • Change Ticket Priority – Runs when the ticket priority changes.
  • Change Ticket Status – Runs when the ticket status changes.
  • Change Assignee – Runs when the ticket is assigned, reassigned, or unassigned.
  • Change Ticket Fields – Runs when a ticket field is updated.
  • Change AgentOnly Fields – Runs when an AgentOnly field is updated.
  • Feedback Added – Runs when feedback is added to a ticket.
Example
  • Condition: Status is Open and Priority is High.
  • Result: The workflow continues only when both conditions are satisfied.
Conditions

Conditions determine whether the workflow should continue after the trigger occurs.
You can create conditions using:

  • Ticket fields, such as Status, Category, Priority, and Subject.
  • Custom fields, including AgentOnly fields and customer-related fields.

Available operators include:

  • Equal to – Matches an exact value.
  • Matches – Checks whether the field matches one or more specified values.
  • Has word – Checks whether specific words exist in a field.
Example

If you want customers to keep the same ticket status after replying, set Ticket Status After Customer Reply to Do not change.
If you want to rename tickets as cases, set Ticket Prefix to Case. Tickets will then appear as Case #1234.

Actions

Actions define what SupportCandy does when the conditions are satisfied.
Available actions include:

  • Add Reply – Adds a reply to the ticket automatically.
  • Add Private Note – Adds an internal note for Agents.
  • Change Subject – Updates the ticket subject.
  • Change Status – Changes the ticket status.
  • Change Category – Changes the ticket category.
  • Change Priority – Changes the ticket priority.
  • Change Assignee – Changes the assigned Agent, adds an Agent, or removes all assigned Agents.
  • Change Additional Recipient – Replaces the additional recipients or removes all additional recipients.
  • Change Ticket Fields – Updates selected ticket fields.
  • Change AgentOnly Fields – Updates fields visible only to Agents.
  • Change Customer Fields – Updates customer fields.
Examples

Example 1: Auto-Assign High Priority Tickets

  • Trigger: Create New Ticket
  • Condition: Priority is High
  • Actions:
    1. Assign the ticket to the Senior Support Team.
    2. Change the ticket status to In Progress.
    3. Add a private note stating that the ticket requires immediate attention.

Example 2: Auto-Close Resolved Tickets

  • Trigger: Out of SLA
  • Condition: Status is Resolved
  • Actions:
    1. Add a reply informing the customer that the ticket has been closed.
    2. Change the ticket status to Closed.
Notes / Tips
  • Use a clear Trigger that matches the event you want to automate.
  • Add Conditions to prevent actions from running on unrelated tickets.
  • You can add multiple Conditions and Actions to one workflow.
  • Review workflow conditions carefully before enabling automation.
  • Automatic Workflows help reduce repetitive work and keep ticket handling consistent.
]]> Manual Workflow https://supportcandy.net/docs/manual-workflow/ Mon, 10 Jul 2023 11:43:49 +0000 https://supportcandy.net/?post_type=docs&p=328285
Overview

The Manual Workflow feature allows Agents to run predefined workflows from an individual ticket page.
A Manual Workflow uses conditions to check ticket information and actions to perform specific tasks. This helps Agents handle repetitive ticket updates consistently.

Where to Find

Go to Support → Workflows → Add Workflow.
Manual Workflows can be triggered from the Workflow Widget on the individual ticket page.

Manual Workflow Setting
How It Works

A Manual Workflow works in three steps:

  1. The Agent selects a workflow from the Workflow Widget.
  2. The system checks whether the ticket meets the configured conditions.
  3. If the conditions are satisfied, the configured actions are performed.

Only users with the required Trigger Workflows capability can trigger the workflow.

Step-by-Step Guide
  • Go to Support → Workflows → Add Workflow.
  • Enter the workflow name and description.
  • Configure the required Conditions.
  • Configure the required Actions.
  • Save the workflow.
  • Make sure the required Agent roles have the Trigger Workflows capability.
  • Open an individual ticket.
  • Open the Workflow Widget.
  • Select the required workflow.
  • Trigger the workflow.
  • The system checks the conditions and performs the configured actions when they are satisfied.
Add manual workflow setting
Options / Settings

Conditions
Conditions define the criteria that a ticket must meet before the workflow can perform its actions.
Conditions can use ticket properties and custom fields.
Examples include:

  • Status
  • Category
  • Priority
  • Subject
  • AgentOnly fields
  • Customer fields
  • Other ticket-specific custom fields

Common condition operators include:

  • Equal to – Matches an exact value.
  • Matches – Checks for a partial match.
  • Has word – Checks for specific words in text fields.

Actions
Actions define what the workflow does when its conditions are satisfied.
Available actions include:

  • Add Reply – Adds a public reply to the ticket.
  • Add Private Note – Adds an internal note visible only to Agents.
  • Change Subject – Updates the ticket subject.
  • Change Status – Changes the ticket status.
  • Change Category – Updates the ticket category.
  • Change Priority – Changes the ticket priority.
  • Change Assignee – Assigns the ticket to an Agent or team.
  • Change Additional Recipient – Updates additional recipients.
  • Change Ticket Fields – Updates ticket fields.
  • Change AgentOnly Fields – Updates fields visible only to Agents.
  • Change Customer Fields – Updates customer-related fields.

Trigger Workflows
The Trigger Workflows capability controls which Agents can manually trigger workflows.
Configure this capability from the Agent role settings. The capability can be applied based on ticket access, including Unassigned, Assigned to me, and Assigned to others.

Widget

The Workflow Widget provides access to manual workflows from the individual ticket page.

To enable or disable the widget, go to:
Support → Settings → Ticket Widgets → Workflow
The widget is visible only when at least one Manual Workflow is available.

Trigger Workflow Permission
The Trigger Workflows permission controls whether an agent can manually trigger workflows.

To configure this permission, go to:
Support → Support Agents → Agent Role → Edit → Trigger Workflows
Grant this permission to the required agent roles.

Individual ticket manual trigger widget
Example

Suppose a ticket has a High priority and needs to be escalated.
You can create a Manual Workflow with:
Condition: Priority is equal to High
Actions:

  • Assign the ticket to the Senior Support Team.
  • Change the status to In Progress.
  • Add a Private Note for internal communication.

When an authorized Agent triggers the workflow, the system checks the priority and performs these actions if the condition is satisfied.

Notes / Tips
  • Manual Workflows are triggered by users; they do not run automatically.
  • Use Conditions to control when a workflow can be executed.
  • Use multiple Actions when several ticket updates are required.
  • Ensure Agents have the Trigger Workflows capability before expecting them to use Manual Workflows.
  • The Workflow Widget provides access to available Manual Workflows from the individual ticket page.
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