Workflow Actions
Control tickets from your CRM's workflow automation
Workflow actions let your CRM's automation engine control tickets in the helpdesk. Where triggers push events out of the helpdesk, actions push commands into it — creating tickets, changing statuses, and assigning agents without anyone needing to open the helpdesk manually.
Available actions
| Action | What it does |
|---|---|
| Create ticket | Opens a new ticket with a specified subject, message, contact, priority, and department |
| Change status | Moves an existing ticket to a different status |
| Change priority | Updates a ticket's priority level |
| Assign ticket | Assigns a ticket to a specific agent |
| Escalate ticket | Escalates a ticket to the next tier or a designated supervisor |
| Resolve ticket | Marks a ticket as resolved |
| Add note | Appends an internal note to a ticket (visible to agents only, not the contact) |
Setting up actions
Actions are configured in your CRM's workflow or automation builder:
- Open your CRM's workflow/automation builder.
- Add a new step and select the helpdesk as the action app.
- Choose the action type (e.g. "Create ticket").
- Map the required fields — you can use dynamic values from earlier steps in the workflow.
- Save and activate the workflow.
Common use cases
- Auto-create tickets on deal loss — When a deal is marked as lost, automatically create a retention ticket assigned to the account manager.
- VIP priority boost — When a contact tagged as VIP sends a message, change the ticket priority to Urgent.
- Post-onboarding follow-up — After an onboarding workflow completes, create a check-in ticket assigned to the success team.
- Automated notes — When a payment fails, add an internal note to the contact's active ticket with billing details.
Actions require a valid CRM connection. If the helpdesk is disconnected from your CRM, queued actions will not be processed until the connection is restored.