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How to write step-by-step playbooks the agent follows on the tickets you see most. A workflow has a trigger (one line describing which tickets it applies to) and a list of numbered steps. Each step has a short title, instructions, and the tools the agent can use for it. When a ticket matches an active workflow’s trigger, the agent follows those steps instead of figuring the request out from scratch.
Find workflows under Workflows in the sidebar (used across all your clients), or on the Workflows tab of a single client (used only for that client).

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How workflows apply to tickets

Every time a new ticket comes in, the agent looks at your active workflows and picks the ones whose triggers describe the ticket. It follows those steps as its plan. If nothing matches, the agent works the ticket the way it normally would. A few things to keep in mind:
  • More than one workflow can apply to the same ticket. The agent considers every workflow that matches, whether it’s shared or client-specific.
  • Matched steps are the plan, not a suggestion. The agent follows them as written rather than improvising. If a step is wrong, edit the workflow.
  • The agent matches on the trigger, not the steps. A vague trigger means missed matches; a too-broad one means the workflow runs on tickets it wasn’t meant for.
  • Only active workflows are used. Drafts and archived workflows are ignored.

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Workflows for all clients vs. a single client

You can create a workflow that applies to every client you support, or one that only applies to a single client. Start with shared workflows for anything that’s true across your clients, like onboarding, password resets, and ticket triage. Add a client-specific workflow when one customer’s setup needs a different sequence, like an offboarding flow that reclaims a non-standard SaaS license. Once a workflow has been turned on, you can’t move it between MSP-wide and a single client. Create a new workflow in the other place instead.

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Creating a workflow

You need permission to manage workflows. The built-in MSP Admin role has it; MSP Technicians can view workflows but not change them. From the Workflows page, click New workflow. You can describe the workflow in your own words or start from a template. Either way, Rallied creates a draft and opens it in the editor.
The New workflow dialog with a description box and starter templates

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Describe it in your own words

Under What should this workflow do?, describe what kind of ticket it’s for and what the agent should do about it. Click Generate workflow. Rallied matches your description to the tools you’ve connected and builds a trigger and steps for you to review in the editor. Examples that work well:
  • “When a new hire starts, create their Microsoft 365 account, assign their license, and add them to the engineering distribution list.”
  • “When a ticket reports a stuck print job, restart the printer’s print spooler service and add an internal note with the result.”
  • “When a security alert ticket comes in about a suspicious sign-in, check the user’s recent sign-in activity, decide whether it’s benign, suspicious, or compromised, and post the verdict as an internal note.”
Press ⌘ / Ctrl + Enter in the description box to generate without clicking.

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Start from a template

Under Or pick a template, click a template. Each one comes with a trigger and steps already written, so you get a working draft right away. Templates cover the most common kinds of tickets: Templates work across ConnectWise, HaloPSA, and Autotask. The agent uses whichever ticketing system you’ve connected. If a template needs an integration you haven’t connected yet, it shows a Requires hint, like Requires TimeZest. Connect that integration in Settings → Integrations so the workflow’s tools are available.

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If you haven’t connected anything yet

You can’t create a workflow until you connect at least one integration; the agent needs tools to work with. Click Go to integrations in the dialog. Connect Microsoft 365 to unlock the user-lifecycle templates, or ConnectWise, HaloPSA, or Autotask to unlock the ticket templates.

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Editing a workflow

Click any workflow in the list to open the editor. The steps are on the right, and a chat with Rallied is on the left.
The workflow editor with the chat on the left, the list of steps in the middle, and the trigger on the right
  • Title: click the name at the top to rename the workflow.
  • Trigger: click the Trigger card and fill in Trigger conditions. Keep it to one line (280 characters at most).
  • Steps: click a step to edit it. Click Add next step at the bottom of the list to add one.

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Editing a step

Each step has a title, instructions, and tools. Use the arrows at the top of the panel to reorder the step, or the trash icon to remove it.
A selected step showing its instructions and the tool assigned to it
  • Title: a short label, 60 characters at most. Put the detail in the instructions.
  • Instructions: include the action, the evidence to collect, and when the agent should stop.
  • Tools: the actions this step can use from your connected systems.
To add a tool, click Add a tool and search by name or system. Tools marked Requires approval normally need a technician’s sign-off before they run.
The Add a tool search listing matching actions from ConnectWise Manage

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Changing a workflow with chat

Type what you want changed in Ask Rallied to change this workflow…, like “add a step that emails the requester when the reset is done.” Rallied updates the steps beside the conversation and marks changed cards as Updated. Review the changes, then save. Chat is unavailable while you have unsaved edits. Save or discard your inline changes first.

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Saving and turning a workflow on

Edits aren’t saved automatically. Click Save when you’re done.
  • Draft workflow: Save keeps your changes as a draft. Turn on the Active switch to start using it on tickets.
  • Active workflow: Save publishes your changes right away. The agent uses them on the next matching ticket.
You can’t turn on a workflow until it has a trigger and every step has a title and instructions. Steps missing either show a Needs title or Needs instructions pill.
Turning on a workflow pre-approves the tools in its steps. When the agent runs that workflow, tools marked Requires approval run without asking a technician first. Review every step’s tools before you turn a workflow on or save changes to an active one. Tools that run scripts the agent writes itself are never pre-approved; they always need a technician’s sign-off.
If another admin saves the same workflow while you’re editing, Rallied asks whether to load their version or reapply your changes on top of it.

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Writing a good trigger

The trigger matters more than anything else on a workflow. The agent decides which workflows to use based on the trigger alone, so a sloppy trigger leads to either missed matches or workflows firing on the wrong tickets. Tips for writing a good trigger:
  • Start with when, and describe the situation, not the action. “When an offboarding request comes in for a departing employee” is better than “Offboard the user”.
  • Name the kind of ticket or signal you’re looking for, like a request, an alert, or a status change.
  • Stick to what kind of ticket this is. Leave the how for the steps.
If you can’t write a clean one-line trigger, the workflow is probably doing two things and should be split.

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Workflows created before steps

Workflows written as a single block of instructions are converted into steps the first time you open them. Each numbered line becomes a step. Nothing changes for the agent until you save. If a workflow can’t be converted, the editor shows the original text read-only with the reason, like an integration that isn’t connected or instructions with no numbered steps. Fix the reason given, like connecting the integration, to edit it. You can still turn it on or off.

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Workflow status

The workflow exists but the agent doesn’t use it yet. Drafts are for composing, editing, and reviewing before going live.
Filter the list by status with the All statuses menu.

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Seeing which tickets used a workflow

Open the workflow and click the Run history tab. It lists the tickets where the agent ran at least one step of that workflow.
The Run history tab listing tickets, clients, steps run, and outcomes
Each row shows the ticket, the client, how many steps ran, the outcome, and when the workflow last ran on it. The Outcome column counts actions that were pre-approved by the workflow, changes the agent made, and actions that failed. Click a row to open the ticket. Use this list to confirm a new workflow is triggering on the tickets you meant it for.

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Deleting a workflow

From the list, click the trash icon on the row and click Delete.
Deletion is permanent. If you might want the workflow back later, turn it off instead.

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Tips

  • Start with a template. They’re a faster, cleaner starting point than a blank page.
  • Turn workflows on one at a time. That way if the agent’s behavior changes, you know which workflow caused it.
  • Watch the first few tickets after activating. Check Run history, then open a few tickets in Activity and skim the agent’s plan. If the trigger caught the wrong tickets, tighten it; if a step got skipped, edit the instructions.
  • Don’t go overboard with client-specific workflows. They’re useful when a single client genuinely needs a different sequence, but a pile of one-off client workflows is harder to maintain than a single well-written shared one.
  • Prompts — standing instructions that apply to every ticket.
  • Memory — corrections the agent learned on its own, which often point to a missing workflow.
  • Activity — check what the agent did on the first tickets a workflow matched.
  • Integrations — the tools a workflow’s steps can use.
  • Approval settings — which tools need a technician’s sign-off outside a workflow.