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How to create a workflow rule

Workflow rules in the Helpdesk app allow you to automate your support process. You can trigger automatic actions when specific conditions are met — for example, when a new ticket is created, when a customer replies, or when a ticket is assigned to an agent.

Follow these steps to create workflow rules:

  1. Navigate to Settings → Workflow Rules.
  2. Click Add Rule to create a new workflow.
  3. Fill in the general information about the rule.
  4. Choose the Event that will trigger this rule.
General informationGeneral information
  1. Add Conditions when the rule should apply
ConditionsConditions
  1. Choose Actions what should happen when all conditions are met. You can add multiple actions including:
    • Set Status, Priority, Department, or Owner
    • Add or Remove Tags
    • Change Folder
    • Send Email notifications
    • Run Script for advanced automation
ActionsActions
tip

Use the Run Script action for complex logic that can't be achieved with simple field assignments. Scripts can read ticket data, use conditional logic, and update multiple fields at once. See the Scripting Reference for details.

  1. Enable Notifications to send an email when the rule executes to keep all parties informed
NotificationsNotifications

A detailed description of the fields can be found in the Workflow rules section of our documentation.