Easily automate ticket actions in Workflows, the visual no-code builder where you set up all of your automations. This gives you the ability to automate core parts of your tickets process to save your team time and standardize your process. Let’s take a look at three primary ticket automation Workflows:
Before we jump into the details, there are 2 Ticket-only triggers that are handy to know about:
A ticket is created
Teammate changes the state of a ticket.
Auto assign a ticket to a specific team
Set this up by creating a Workflow with the following configurations:
Trigger - A ticket is created
Branching condition - Ticket type is {X}
Action - Assign to team {Y}
Auto close tickets after a certain amount of time
After waiting on customer
In this case, we’ll auto close the ticket after the ticket state has been “Waiting on customer” for a certain amount of time. Set this up by creating a Workflow with the following configurations:
Trigger - Teammate changes the state of a ticket
Branching condition - Ticket state is Waiting on customer
Action - Snooze for {X} days/hours/minutes then close
Closing a Customer ticket that was converted from a conversation would also trigger this Workflow.
After ticket state is Resolved
In this case, we’ll auto close the ticket after the ticket state has been “Resolved” for a certain amount of time. Set this up by creating a Workflow with the following configurations:
Trigger - Teammate changes the state of a ticket.
Branching condition - Ticket state is Resolved.
Action - Snooze for {X} days/hours/minutes then close.
Closing a Customer ticket that was converted from a conversation would also trigger this Workflow.
Automatically send a ticket form using Workflows
Set this up by creating a Workflow with the following configurations:
Trigger - Customer opens a new conversation in the Messenger.
Branching conditions - Provide customers with options to select from, which reflect the type of help they need.
Action - Send a ticket type form in the appropriate Workflow paths.
From the customer perspective, here is what they will see when they open the Messenger.
There are two options when sending ticket forms, send a ticket and convert to a ticket.
Send ticket: You send a customer a ticket form to fill in, usually from within a live conversation or via a Workflow, so you can collect structured details up front. When they submit it (or when a Workflow sends it), a ticket is created with their inputs. This is great for reducing back-and-forth and routing to the right team with complete info.
Convert to ticket: You turn an existing conversation into a ticket (typically a Customer ticket) directly from the Inbox. This moves the handling to an async ticket workflow while keeping all context, and it stays linked to the original conversation. It’s commonly used when an issue will take longer to resolve or needs collaboration beyond live chat/email.
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