Workflow Rules automate the process of sending alerts, assigning tasks, and updating fields when specified conditions are met, eliminating manual work your team would otherwise repeat on every matching ticket.
The Four Components
- Workflow Rules. The overall set of conditions that trigger the automation.
- Workflow Alerts. Automated email notifications sent when a rule triggers.
- Workflow Tasks. Tasks automatically assigned to users when a rule triggers.
- Workflow Field Updates. Automatic updates to specified field values when a rule triggers.
Creating a Workflow Rule
- Go to Setup, then Automation, then Workflows, and click Create Rule.
- Fill in Basic Information (name, description) and Execute On (which module and what triggers it, such as record creation or a field being edited).
- Set your Criteria, filtering which records the rule actually applies to.
- In Actions, click the + icon to add alerts, tasks, field updates, custom functions, or other action types, such as Add Followers or Notify via IM.
- Save the rule.
A Practical Example
Marking tickets as spam is a common workflow use case. Rather than manually identifying and marking advertising or irrelevant tickets, a rule can use the Mark Ticket as Spam action automatically based on matching criteria, and those tickets appear separately under the Spam Tickets view rather than cluttering your main ticket list.
Limits by Plan
| Plan | Rules per Module per Department |
|---|
| Standard | 5 |
| Professional | 15 |
| Enterprise | 30 |
Other limits and notes: Each rule supports up to 10 alerts, 10 tasks, and 10 field updates. Workflows aren't available on the Free edition, and require Profile permission for Help Desk Automation. If your account is downgraded or your subscription lapses, workflow rules are disabled and must be manually re-enabled once you renew.
Need help? 1 Cloud Consultants can help you design Workflow Rules that genuinely automate your support process, within your plan's limits.
Book a discovery call with 1 Cloud Consultants.