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When a customer emails, chats, calls or texts, Helpdesk opens a ticket. A workflow can act on each new ticket before anyone opens it: check what it is about, raise its priority, and leave your team a note. This guide builds a Northwind workflow that spots wholesale enquiries, marks them high priority, and adds a note that says what to do next.

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Start the workflow when a ticket comes in

1

Create a blank workflow

Click Workflows in the left rail, then Create New Workflow. Type a name, such as Route wholesale tickets, and click Create Blank Workflow. It starts switched off.
2

Add the Helpdesk: Ticket Created trigger

Click the gear at the top right, then Browse All Nodes. Search for “ticket created” and click Helpdesk: Ticket Created. It starts the workflow when a new ticket is opened by email, chat, phone call or text message.Under Filters, leave Priority and Channel on Any to act on every new ticket, or pick one to act only on those.
Helpdesk: Ticket Created, Starts when a new ticket comes in, with Filters: Priority Any priority and Channel Any channel, outlined

The trigger, acting on every new ticket

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Check what the ticket is about

Add a Condition (If) step the same way (gear, Browse All Nodes), and connect the trigger to it: drag from the dot on the right of the trigger to the dot on the left of the step. Then fill in:
  • Value to check: click and insert the trigger’s subject.
  • Operator: Contains (string).
  • Value to compare: the word to look for, here Wholesale.
A ticket whose subject contains the word goes down the True path, and every other ticket goes down False.
Condition (If), When subject contains Wholesale: Value to check trigger subject, Operator Contains (string) and Value to compare Wholesale, outlined

Does the subject mention wholesale?

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Raise its priority

Add Set Helpdesk Priority and connect it to the True dot of the condition. For Ticket ID, click and insert the trigger’s ticketId. Set Priority to High.
Set Helpdesk Priority: Ticket ID trigger ticketId and Priority High, outlined

Wholesale tickets become high priority

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Leave a note for your team

Add Helpdesk: Internal Note after it, with the same Ticket ID, and type the Note. Only your team sees an internal note; the customer is not told. Then click Save Workflow.
Helpdesk: Internal Note, Adds a note only your team can see. The customer is not notified. The Note Wholesale inquiry: set to high priority. Reply within one business day and offer a tasting kit, outlined

What the team should do next

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Test it on a real ticket

1

Pick a ticket to test with

Click the trigger, then its Input tab. Under Test sample, click a recent ticket that should match, here a chat that asks about wholesale pricing. The box at the top says which ticket the test uses.
Test sample: Test run uses Wholesale pricing for our café on Alberta Street? as the ticket, outlined, and that chat ticket ticked in the list, outlined

The test will use this ticket

2

Run the test

Click Test Run. When it finishes, the banner reads Test completed and every step shows Done. The condition took its True path, so the wholesale ticket went on to the priority and note steps.
Test completed, 4/4 steps, outlined, above the workflow: Helpdesk: Ticket Created, Condition When subject contains Wholesale with True, Set Helpdesk Priority Priority: high, and Helpdesk: Internal Note, each marked Done

All four steps done

3

See what it would have done

Click a step, then Output. A test changes nothing: steps that change a ticket or send a message are only simulated, so the ticket stays as it is, and the output shows what the step would have done.
Set Helpdesk Priority, Done, Priority: high, and its Output: Test run: nothing was sent or saved. The fields below show what this step would have done, outlined

Simulated, so the real ticket is unchanged

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Switch it on

When the test does what you want, click the switch at the top of the workflow so it reads Enabled. From then on it acts on every new ticket. (Northwind’s workflow is left switched off.)

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Good to know

  • Capital letters count. Contains (string) matches the text exactly as you type it, so Wholesale does not match wholesale. Use the spelling your customers use, or add a second Condition (If) on the False path for another spelling.
  • Test both paths. Pick a ticket that should match to test the True path, then one that should not, to check it goes down False and changes nothing.
  • More: See What a Workflow Did and Get Told When a Workflow Fails, and Fix It.