> ## Documentation Index > Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt > Use this file to discover all available pages before exploring further. # Act on New Support Tickets Automatically > Start a workflow when a support ticket comes in, check what it is about, raise its priority, leave your team a note, and test it on a real ticket without changing it 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. ## 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-01-trigger-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=87a1391d28e81d8de5456235ca620af4) The trigger, acting on every new ticket ## 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-02-condition-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=f0a86d1fc37030ab7caf50ebd356edcb) Does the subject mention wholesale? ## 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-03-priority-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=39ffcedae7bce943fc62bd78d99fc50a) Wholesale tickets become high priority ## 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-04-note-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=18ac6dbb69986fe10e5ad9619e396fde) What the team should do next ## 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-05-pick-a-ticket-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=bb3926a71c416aaf135d104d1b999dcb) 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-06-test-passes-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=4944bcc6cf03bb08747e87f471fd301f) 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](https://mintcdn.com/locusdigital/H4pZ0J46aeFriaAY/images/how-tos/workflows/rt-07-would-have-closeup.webp?fit=max\&auto=format\&n=H4pZ0J46aeFriaAY\&q=85\&s=1a0735161956b78697cad54cd00de59f) Simulated, so the real ticket is unchanged ## 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.) ## 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](/how-tos/workflows/see-what-a-workflow-did.md) and [Get Told When a Workflow Fails, and Fix It](/how-tos/workflows/fix-a-failed-run.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.