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Workflows are automations that agents run manually from a ticket. Use workflows for repeatable processes that still need an agent’s judgment, such as escalations, refunds, investigations, or handoffs.

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When to use a workflow

Use a workflow when:
  • An agent should decide when the process starts.
  • The process needs extra input from the agent.
  • The same set of ticket updates, notes, messages, or assignments happens repeatedly.
  • You want the process to appear only for tickets that match specific filters.
Use a trigger automation instead when the process should run automatically as soon as an event happens.

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Workflow availability

A workflow appears on a ticket only when:
  • The workflow is enabled and published.
  • The ticket matches the workflow trigger filters.
  • The ticket is in the workflow’s App/Game scope.
  • The agent has access to that App/Game scope.
This lets you create specialized workflows for specific Apps/Games, languages, tags, player tiers, platforms, or custom fields. Workflows are shown in the order configured in the Workflows list. Drag workflows in that list to change the order agents see when several workflows are available for a ticket.

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Workflow inputs

Workflows can ask the agent for information before running. Supported input types include: Inputs can be required or optional. Required inputs must be filled before the workflow can run. Free-text inputs can also have:
  • A prefill, which is a Liquid template rendered against the ticket when the agent opens the workflow. The rendered text is the initial value and can still be edited. For example, {{ trigger.issueSummary }} prefills the ticket summary.
  • A placeholder, which is hint text shown when the field is empty.
Input values are available to later actions as Liquid variables. See Liquid variables.

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Example: escalation workflow

An escalation workflow might:
  1. Ask the agent for an escalation reason.
  2. Add a private note containing the reason.
  3. Add an escalated tag.
  4. Assign the ticket to a specialist.
  5. Put the ticket on hold.
  6. Send a Slack message to the escalation channel.
The private note could use a Liquid template like:

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Best practices

  • Give workflows clear names that describe the agent action, such as Escalate to payments.
  • Use filters so agents only see relevant workflows.
  • Use required inputs for information the process depends on.
  • Add a private note when a workflow changes ticket ownership, status, or priority.
  • Check the run history after publishing a workflow to confirm it behaves as expected.