Workflows: Getting Started

A workflow watches for tickets that match conditions you set, then runs the actions you choose. By the end of this guide you'll have one workflow live that sends matching tickets to the right team and sets their priority. Takes about 10 minutes.

Before you start

• You're signed in as an admin.
• You've created the team you want tickets assigned to. Teams live in Settings, under Teams & Members.
• You have the category you want to match on, such as "Billing". LittleDesk's AI sorts new tickets into your categories. You manage them from Routing/Classification in the sidebar.

Steps

1. Open Workflows. Click Workflows in the sidebar. Your workflows are listed in priority order, and the top ones run first.
2. Create the workflow. Click Create workflow. Describe in a sentence what the workflow should do, such as "Send billing tickets to the Finance team as high priority", then click Create workflow. LittleDesk names the workflow from your description and opens the editor. If it can't suggest a name, it asks you to type one. You can change the name at the top of the editor.
3. Pick the trigger. Under When, the first dropdown sets when the workflow runs. Ticket created is the default and the common choice. The other options are Ticket reopened, Status changed, and Manual (agent-triggered).
4. Set the conditions. Click Add condition, then pick a field, an operator, and a value. For this example, choose Category, equals, and your Billing category. You can add more conditions with Add condition. A ticket must match every condition for the workflow to run. With no conditions, the workflow runs on every ticket for its trigger.
5. Add the actions. Click Add step, then Action. Under Actions, the first action is already set to Assign to team. Choose the team next to it. Click Add action, pick Set priority, and choose High. Other actions include Set SLA tier and Add tag. Click Save in the step to close it. This does not save the workflow yet.
6. Turn it on and save. New workflows start as Inactive. Click the switch next to the name so it reads Active, then click Save changes at the bottom of the editor.

You're done

Your workflow is live. From now on, new tickets in that category go to the team you chose with high priority. The editor has no test run, so check the next few matching tickets to confirm it works.

Every active workflow whose conditions match a ticket runs, in list order, so one ticket can pass through several workflows. To stop the workflows below it from running, add the Stop — don't run further workflows action to a step. Drag workflows in the list to change their order.

Next steps

• Set up SLA tiers so your workflow can assign a response target.
• Getting started with LittleDesk