Helpdesk workflows

Use Helpdesk → Workflows to automate supported ticket actions for a selected helpdesk.

Configure a rule

Select a helpdesk and add Event actions. Choose When (ticket created, comment added, customer updated ticket, status changed, or resolved), then select Then:

• Assign a team or member.
• Change status or priority.
• Add an internal comment.
• Escalate or close a ticket.
• Notify configured channels.

Configure the action's required fields, delay in minutes when needed, and active state. Save and test with a controlled ticket before enabling the rule for ordinary work.

Coordinate routing and notifications

Helpdesk Settings contains default behavior, routing rules, business hours, integration configuration, and feedback settings. Teams control routing strategy and member selection. Review these together so a workflow does not unexpectedly reassign or close a ticket.

Notification channels can include the configured Nviti, email, WhatsApp, Telegram, Slack, or Microsoft Teams destinations. Availability and delivery depend on member preferences and integration configuration; inspect notification-delivery records for failures.

Verify the result

Trigger one matching ticket and one non-matching ticket. Check assignment, status, activity history, due times, and the actual notification destination. Delayed work requires the scheduler and workers, so a due time is not a guarantee of immediate delivery.

See Tickets and Helpdesk setup.