SupportCandy Workflows

Descripción

The Workflows addon automates repetitive actions in SupportCandy by triggering configurable rules based on events such as ticket creation, assignment, status change, or reply. The extension adds a dedicated management screen in the admin panel, where you define triggers, conditions, and actions executed in sequence to escalate service requests, send notifications, or reorganize the support queue without manual intervention.

Main Features

• Visual workflow builder
  Build each workflow by combining a trigger, conditions, and actions in a dedicated admin interface.
• Ticket event triggers
  Trigger rules when creating, assigning, updating fields, or changing a ticket’s status.
• Conditions with field filters
  Evaluate category, priority, agent, customer, or custom fields before executing the action.
• Chained automatic actions
  Update status, assign an agent, send email, or modify ticket fields according to the triggered rule.
• History and activation per workflow
  Allows you to activate, deactivate, and reorder workflows individually, keeping a record of executions within the ticket.

Benefits of Workflows

• Reduced manual tasks
  Eliminates repetitive team steps by automating ticket triage, assignment, and updates.
• Standardized service
  Ensures each 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 arrive, shortening the first-response time.
• Support operation scalability
  Keeps SLAs under control even as volume increases, without needing to hire for every new workflow.

Who Is It For?

• Support teams that already use SupportCandy and want to automate ticket triage and routing.
• Service managers who need to standardize escalations and responses based on category or priority.
• Growing businesses facing high ticket volume and seeking to reduce repetitive operational work.

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

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