Each workflow consists of three parts: a trigger (when the rule runs), conditions (what criteria the ticket must meet), and actions (what happens). For example: Trigger = ticket created, Condition = subject contains ‘urgent’, Action = set priority to High and assign to senior agent.
Frequent workflow applications include: auto-assigning tickets by category, sending acknowledgement emails to customers, adding tags based on keywords, notifying agents of high-priority tickets, and updating custom fields when status changes.
Workflows can trigger on ticket creation, ticket update, field value change, or time-based conditions. Multiple conditions can be combined with AND/OR logic to target specific ticket scenarios precisely.
A workflow in Zoho Desk is an automation rule that fires when a ticket meets defined conditions. It can send notifications, update fields, assign tickets, or trigger other actions without manual agent intervention.
Workflows can be triggered by ticket creation, ticket updates, changes to specific fields, or time-based conditions like ‘ticket has been open for 24 hours without an agent reply’.
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