Automatic Workflow

Support → Settings → Workflow

The Automatic Workflow feature in SupportCandy allows you to automate repetitive tasks and ensure consistent ticket management. By setting triggers, conditions, and actions, workflows automatically execute predefined tasks whenever a specific event occurs in the ticketing system.

How Automatic Workflow Works

  1. Trigger
    The workflow begins with a trigger, which is an event in the ticket lifecycle.

    • When the trigger occurs, the workflow evaluates the ticket based on the defined conditions.
    • If the conditions are met, the specified actions are executed automatically.

  2. Conditions
    Conditions define the rules or criteria that the ticket must satisfy for the workflow to proceed.

  3. Actions
    Actions are the tasks that are performed if the conditions are satisfied.

Triggers

A trigger is the event that initiates the workflow. You must select a trigger for your workflow. Available triggers include:

  • Create New Ticket: Triggered when a new ticket is created.
  • Ticket Reply: Triggered when a reply is added to a ticket.
  • Submit Private Note: Triggered when a private note is added.
  • Change Ticket Subject: Triggered when the ticket subject is updated.
  • Change Ticket Category: Triggered when the category of a ticket changes.
  • Change Ticket Priority: Triggered when the ticket priority is modified.
  • Change Ticket Status: Triggered when the ticket status is updated.
  • Change Assignee: Triggered when the ticket is reassigned or unassigned.
  • Change Ticket Fields: Triggered when any ticket field is updated.
  • Change AgentOnly Fields: Triggered when an AgentOnly field is modified.
  • Feedback Added: Triggered when feedback is provided for a ticket.
 
Conditions

Conditions are the rules used to evaluate tickets.

  • You can define conditions based on:
    • Ticket fields: Status, category, subject, priority, etc.
    • Custom fields: AgentOnly fields, customer fields, or other ticket-specific custom fields.
  • Operators available:
    • Equal to: Matches an exact value.
    • Matches: Looks for a one or more values in the given values.
    • Has word: Checks for specific words in a field.

Example:

  • Condition: If the ticket status is “Open” and priority is “High.”
  • Outcome: The workflow proceeds only if both conditions are met.

Actions

Actions are the tasks executed when the conditions are satisfied. You can define multiple actions for a single workflow.

Available actions include:

  • Add Reply: Automatically adds a reply to the ticket.
  • Add Private Note: Adds an internal note for agents.
  • Change Subject: Updates the ticket subject.
  • Change Status: Changes the ticket status (e.g., to “In Progress” or “Closed”).
  • Change Category: Modifies the ticket category.
  • Change Priority: Updates the ticket’s priority (e.g., Low, Medium, High).
  • Change Assignee: Change the assigned agents, add new assignee or  remove all assignee.
  • Change Additional Recipient: Replace the additional recepients or remove all.
  • Change Ticket Fields: Updates specific ticket fields.
  • Change AgentOnly Fields: Modifies fields visible only to agents.
  • Change Customer Fields: Updates customer fields.

Examples of Automatic Workflows

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: “This ticket requires immediate attention.”

Example 2: Auto-Close Resolved Tickets

  • Trigger: Out of SLA
  • Condition: Status is “Resolved” 
  • Actions:
    1. Add a reply: “This ticket has been closed due to inactivity. Please contact us if the issue persists.”
    2. Change status to “Closed.”

Steps to Configure Automatic Workflow
  1. Navigate to Support → Settings → Workflow → Automatic
  2. Enter the workflow name and description.
  3. Select a Trigger to define when the workflow starts.
  4. Add Conditions to evaluate tickets based on your rules.
  5. Define the Actions to perform if the conditions are met.
  6. Save the workflow.

Summary

The Automatic Workflow feature in SupportCandy simplifies ticket management by automating repetitive tasks.

  • Triggers initiate the workflow based on ticket events.
  • Conditions evaluate whether the ticket meets the workflow rules.
  • Actions perform tasks like updating ticket properties, adding replies, or reassigning tickets.

By leveraging automatic workflows, you can ensure tickets are handled efficiently and consistently, reducing manual effort and improving customer support.

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