Automation workflows and round robin

Workflows

A workflow does something automatically when a ticket event happens. Each one has three parts: When (the trigger), If (optional conditions), and Then (the actions). Create them under Admin → Automation.

Triggers

• A ticket is created, updated, assigned, or unassigned.
• A ticket's priority or status changes.
• A ticket is resolved, closed, or reopened.
• An agent replies, or a customer replies.

Conditions

Match all rules or any rule, based on status, priority, channel, ticket type, group, tag, assignee, requester email, sender email, or subject. With no conditions, the workflow runs for every ticket that triggers it.

Actions

• Send a reply to the customer.
• Send an email from a template, to the requester, the assignee, a group, or an address you choose.
• Assign an agent or a group.
• Set the status, priority, or type.
• Add tags.
• Add an internal note.

Managing workflows

Workflows run in the order shown, lowest first, and you can move them up or down. Switch one off to pause it without deleting it. Each row shows how often it has run and when it last ran, and the activity log records every run.

Round robin

A round robin hands new tickets to a set of agents in turn. Create one under Admin → Round robin, choose the agents, and optionally choose which tickets it covers by type, category, subcategory, or group. The next ticket goes to whoever was assigned one longest ago.

• Prefer agents who are online.
• Skip agents who already hold a set number of open or pending tickets.
• If nobody can take a ticket, it stays unassigned.
• When several round robins match a ticket, the most specific one wins, and then the one higher in the list.
• Test a ticket shows who would be next, without assigning anything.

A round robin assigns tickets when they are created, and again when the type, category, or group of an unassigned ticket changes. Tickets that already have an agent are not changed.