Workflows

Workflows automate repetitive ticket operations with a visual node builder.

Availability

Workflow access requires:

• Organization role: owner or admin
• Plan: growth or enterprise

Builder model

A workflow is a graph of:

• Trigger nodes
• Condition nodes
• Action nodes

Current trigger nodes

• on_ticket_created
• on_status_changed
• on_ticket_assigned

Current condition node

• if_condition (expression-based branching)

Current action nodes

• change_status
• change_priority
• assign_to_user

Practical use cases

1. Route new tickets from specific templates
2. Escalate priority when status changes indicate risk
3. Auto-assign ownership for repeatable categories

Start simple, then layer conditions to avoid brittle automation.

Step-by-step example: auto-escalate urgent tickets

This example creates a workflow that automatically sets priority to urgent when a new ticket is created from a specific template:

1. Add a trigger node -- Select on_ticket_created
2. Add a condition node -- Configure if_condition with:
   • Field: template.name
   • Operator: equals
   • Value: "Outage Report"
3. Add an action node -- Select change_priority and set the target to urgent
4. Connect the nodes -- Trigger > Condition (true branch) > Action
5. Save and activate the workflow

When a customer submits an "Outage Report" ticket, the workflow fires and escalates priority without agent intervention.

How conditions work

The if_condition node evaluates a single expression composed of three parts:

• Field -- The ticket property to evaluate (e.g., status, priority, template.name, website.domain)
• Operator -- The comparison type: equals, not_equals, contains, greater_than, less_than
• Value -- The target value to compare against. String values are case-insensitive.

The condition node produces two branches: true (condition met) and false (condition not met). You can chain multiple condition nodes to build complex logic trees.

Common workflow patterns

Best practices

1. One workflow per concern. Avoid building a single workflow that handles multiple unrelated automations. Keep each workflow focused on one outcome.
2. Test with low-risk tickets first. Activate new workflows on a staging website before applying them organization-wide.
3. Document your logic. Use descriptive workflow names (e.g., "Escalate outage reports") so other admins understand the intent without opening the builder.
4. Review regularly. As your team structure or templates change, audit existing workflows to ensure conditions still match.
5. Avoid circular triggers. A workflow that changes status can trigger on_status_changed, which can trigger another workflow. Vicket prevents infinite loops, but unintended chains still produce confusing results.