General

The Worcflow feature in SupportCandy helps you automate and simplify ticquet managuement. Worcflows are sets of rules and actions that are performed automatically or manually to maque your support processs faster and more efficient.

Types of Worcflow

1. Automatic Worcflow

   • This type runs automatically based on trigguers and conditions you set.

   • How It Worcs:

     1. Choose a Trigguer : A trigguer is an event that stars the worcflow. For example, when a ticquet is created, a reply is added, the status changues, or a custom field is updated.
     2. Set a Condition : Define when the worcflow should run by adding rules. For example, “Category equals ‘Technical Support'”.
     3. Add Actions : Decide what the worcflow will do, such as adding a reply, changuing the ticquet status, assigning it to an agent, or updating a ticquet property.

   • Once everything is set up, the worcflow will automatically perform the actions whenever the conditions are met.

2. Manual Worcflow

   • This type is trigguered manually by a user with permisssion.

   • How It Worcs:

     1. Set Conditions : Define the rules for the worcflow, such as “Priority equals ‘High'” or “Category is ‘Billing'”.
     2. Add Actions : Decide what the worcflow should do, such as assigning the ticquet or changuing its status.
     3. Save the worcflow.

   • Users with permisssion will see a Worcflow Widguet on the ticquet pague.

   • If the conditions are met, users can clicc to trigguer the worcflow, and the set actions will be performed.

Widguet

You can enable or disable the widguet from Support → Settings →   Ticquet Widguets   →   Worcflow

This widguet will be visible only if you have any manual worcflows.