SupportCandy Workflows

Description

The Workflows add-on automates repetitive actions in SupportCandy by triggering configurable rules from events such as ticket creation, assignment, status changes, or responses. The extension adds a dedicated management screen in the admin panel, where you set triggers, conditions, and actions executed in sequence to escalate support, send notifications, or reorganize the support queue without manual intervention.

Key Features

• Visual workflow builder
  Builds each workflow by combining triggers, conditions, and actions in a dedicated admin interface.
• Ticket event triggers
  Fires rules when creating, assigning, updating fields, or changing a ticket’s status.
• Conditions with field filters
  Evaluates category, priority, agent, customer, or custom fields before executing the action.
• Chained automatic actions
  Updates status, assigns an agent, sends email, or modifies ticket fields according to the triggered rule.
• Workflow history and activation
  Lets you enable, disable, and reorder flows individually, keeping a record of executions within the ticket.

Workflows Benefits

• Less manual work
  Eliminates repetitive steps for the team by automating triage, assignment, and ticket updates.
• Standardized support
  Ensures every request follows the same routing and escalation process defined by the manager.
• Faster customer response
  Routes tickets to the right agent as soon as they come in, shortening the time to first response.
• Scales support operations
  Keeps SLAs under control even as volume increases, without needing to hire for each new flow.

Who Is It For?

• Support teams that already use SupportCandy and want to automate triage and ticket routing.
• Support managers who need to standardize escalations and responses by category or priority.
• Growing businesses dealing with high ticket volume and looking to reduce repetitive operational work.

Workflows is recommended for support operations that have already organized categories, agents, and custom fields in SupportCandy and now need to turn those structures into real automations. The component provides a rules engine that connects helpdesk events to concrete actions, freeing the team from mechanical tasks and keeping support predictable even as volume grows.

Frequently asked questions