Automate Ticket Actions, Notifications, Assignments & Updates

🟩 1. What Are Workflows in Zoho Desk?

Workflows (Automation Rules) automatically perform actions when a ticket meets certain conditions.

A workflow can:

• Assign tickets

• Update fields

• Send email alerts

• Add tags

• Create tasks

• Trigger webhooks

• Notify managers

• Run time‑based actions

Workflows = Your automation engine for Desk.

🟩 2. Why Workflows Are Important

• Reduce manual work

• Improve response time

• Ensure consistent processes

• Auto‑assign tickets to the right team

• Trigger alerts for important events

• Maintain clean ticket data

• Perfect for multi‑team operations like Kanchan Electronics

🟩 3. Types of Workflow Triggers

1. On Ticket Creation

Runs when a new ticket is created.

2. On Ticket Update

Runs when a field changes (status, priority, tags, etc.).

3. Time‑Based Workflows

Runs after a time delay (e.g., 2 hours after no response).

🟩 4. How to Create a Workflow (Step‑by‑Step)

Step 1: Go to Setup

Step 2: Select Workflows under Automation

Step 3: Click + New Workflow

Step 4: Choose Module → Tickets

Step 5: Select Trigger Type

• On Create

• On Update

• Time‑Based

Step 6: Add Conditions

Examples:

• Priority = High

• Tag = warranty

• Channel = Email

• Product Category = Chimney

• Status = Waiting for Technician

Step 7: Add Actions

You can add:

• Email Alerts

• Field Updates

• Task Creation

• Tag Addition

• Assignment

• Webhook

• Custom Functions

Step 8: Save Workflow

It becomes active instantly.

🟩 5. Common Workflow Actions Explained

1. Email Alerts

Send automatic emails to:

• Customers

• Agents

• Managers

2. Field Updates

Automatically update:

• Status

• Priority

• Department

• Tags

• Custom fields

3. Assign Ticket

Route tickets to the correct agent/team.

4. Create Task

Add tasks for technicians or billing teams.

5. Add Tags

Useful for classification and reporting.

6. Webhooks

Send data to external systems (CRM, Commerce, ERP).

🟩 6. Examples for Kanchan Electronics

1. Warranty Auto‑Tagging

Trigger: Ticket created Condition: Subject contains “warranty” Action: Add tag “warranty” + Assign to Warranty Team

2. Service Ticket Auto‑Assignment

Trigger: Ticket created Condition: Product Category = Chimney Action: Assign to Chimney Technician

3. Refund Workflow

Trigger: Ticket updated Condition: Tag = refund Action: Notify Billing Manager + Create task “Process Refund”

4. Escalation Workflow

Trigger: Time‑based (2 hours after creation) Condition: Status = Open Action: Notify Service Manager

5. Customer Follow‑Up Workflow

Trigger: Time‑based (24 hours after last reply) Condition: Waiting on Customer Action: Send follow‑up email

🟩 7. Best Practices

• Keep workflows simple

• Avoid overlapping conditions

• Test workflows before enabling

• Use tags for clean automation

• Review workflows every 3 months

• Use time‑based workflows for follow‑ups

• Document your automation rules

🟩 FAQs

Q1. Can multiple workflows run on the same ticket? Yes, if conditions match.

Q2. Do workflows affect SLAs? Indirectly — they help maintain SLA compliance.

Q3. Can workflows run custom code? Yes, using Custom Functions.