Workflows

A workflow is a short guide you write for the agent: when this kind of ticket comes in, here’s how to handle it. Each workflow has a trigger (one sentence describing when it applies) and a set of instructions (the steps the agent should follow). When a ticket arrives that matches an active workflow’s trigger, the agent uses those instructions instead of figuring the request out from scratch.

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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 instructions 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, and the agent will combine their instructions.
• Matched instructions are the plan, not a suggestion. The agent follows them as written rather than improvising around them — if the steps are wrong, edit the workflow.
• The agent matches on the trigger, not the instructions. 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 — onboarding, password resets, 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.

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Creating a workflow

From the Workflows page, click New workflow. You have two ways to create one.

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Describe it in your own words

Type what the workflow should do (what kind of ticket it’s for, and what the agent should do about it), then click Generate. A draft is written for you, using only the integrations you’ve connected, with a suggested title you can edit before accepting. Review it, fill in any blanks (a specific group name, an SLA, a license, whatever the description left unclear), and click Accept to save. 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.”

You can’t accept the draft until every blank is filled in.

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Start from a template

You can also pick from a list of starter templates. Each one is pre-written with both a trigger and a set of instructions, so picking a template gives you 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, the card shows a Requires hint. You can still create the workflow, but it stays as a draft and the agent won’t use it until the missing integration is connected.

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If you haven’t connected anything yet

If you haven’t connected any integrations, you can’t create a workflow yet; the agent needs tools to work with. Head to Settings → Integrations first. 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 it. You can edit:

• Title — what the workflow is called.
• Trigger — the sentence describing when it should apply. Required before you can activate it.
• Instructions — the steps the agent follows.

In the instructions editor, type / to browse every tool the agent can use, grouped by integration. Pick one to pin that exact tool to a step, so the agent uses the tool you chose rather than picking one itself.

• Status — draft, active, or archived.

Changes save automatically. You’ll see a Saved indicator in the top-right when they’re written. There’s no separate publish step; once a workflow is active, the agent picks up your edits on the next ticket.

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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 — a request, an alert, a status change.
• Stick to what kind of ticket this is. Leave the how for the instructions.

If you can’t write a clean one-sentence trigger, the workflow is probably doing two things and should be split.

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Workflow status

Change status from the badge on the workflow page, or directly from the status column in the list.

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Deleting a workflow

From the list, click the trash icon on the row and confirm. Deletion is permanent. If you might want the workflow back later, archive it 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. Open Activity and skim the agent’s plan on the first few matches. 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.