Support → Settings → Workflow
Automatic workflow can be defined using conditions (based on custom fields and other ticket properties) and current users. When a trigger is triggered the applied condition evaluates the ticket and applies workflow based on the rules and performs the defined action.
Trigger
You have to set a trigger for your workflow. Based on the trigger that you set, the workflow will automatically run. These are following triggers available:
- Create New Ticket
- Ticket Reply
- Submit Private Note
- Change Ticket Subject
- Change Ticket Category
- Change Ticket Priority
- Change Ticket Status
- Change Assignee
- Change Ticket fields
- Change AgentOnly fields
- Feedback Added
Conditions
Conditions are the algorithm to evaluate the ticket. You can choose any algorithm required to set up your workflow. Conditions could be based on any ticket field like status, category, subject, customer, etc. Also, you can choose the operator to compare the conditional field. For example, you can choose “equal to”, “matches”, “compare as”, and “Has word”.
Action
Actions are the defined task that will execute upon satisfying the conditions. You can set more than one action if needed. These are the following actions available:
- Add Reply
- Add Private Note
- Change Subject
- Change Status
- Change Category
- Change Priority
- Change Assignee
- Change additional Recipient
- Change ticket fields
- Change AgentOnly fields
- Change Customer fields