SupportCandy - Workflows

Support teams often repeat the same steps as tickets arrive or change status. SupportCandy – Workflows lets you define rules that respond to those events, then carry out actions such as assigning a ticket, changing its status, updating ticket fields, or adding a note. Rules combine triggers, conditions, and actions so teams can shape workflows around their support processes.

Workflows can run automatically when a predefined system event occurs, or agents can launch them manually from a widget that shows applicable workflows for the ticket's current conditions. This gives agents a way to apply established processes when needed, while routine actions can happen in response to ticket events. The plugin is designed for websites using the SupportCandy helpdesk system.

Features

• Rule-based workflows: Combine triggers, conditions, and actions to create workflow rules tailored to the ticket processes used by your support team.
• Automatic event handling: Run workflows automatically in response to predefined system events, including ticket creation and status changes.
• Manual workflow widget: Give agents a widget that displays applicable workflows based on current ticket conditions, so they can run a process manually.
• Ticket assignments and updates: Set workflows to assign tickets, change ticket status, or update ticket fields when the configured conditions are met.
• Public and private notes: Add a public or private note to a ticket as part of a workflow action.
• Custom notifications: Set up custom notifications as part of workflow rules for your support processes.

Best for

• Websites using the SupportCandy helpdesk system
• Support teams handling routine ticket tasks
• Agents who use repeatable ticket processes