SupportCandy - Workflows

Support teams repeat the same steps on many tickets: assigning an agent, changing a status, adding a note. Done by hand, these steps take time and invite mistakes. This extension lets you describe those steps once as a workflow, then apply them whenever a matching ticket event occurs, so agents spend less time on routine handling.

Each workflow combines a trigger, optional conditions and one or more actions. Automatic workflows run on system events such as a new ticket or a status change. Manual workflows appear in an action widget on the ticket, showing the ones that apply to its current conditions. The settings are meant to be approachable for non-technical users, and the plugin is built for sites that already run SupportCandy.

Features

• Automated ticket processing: Trigger actions such as ticket assignment, status updates and added notes based on specific events, which cuts down the manual work your agents do on each ticket.
• Customizable workflow rules: Combine triggers, conditions and actions into workflows that match your own support process, so the automation follows your operational needs.
• Automatic workflows: Run workflows on predefined system events, such as the creation of a new ticket or a change in status, so tickets are handled in a consistent way.
• Manual workflows with action widget: Launch a workflow by hand from a dedicated widget. It lists the workflows that apply to the ticket's current conditions, giving agents control when they need it.
• Flexible action options: Update ticket fields, add public or private notes and assign tickets, all driven by the custom logic you define in each workflow.
• Built for SupportCandy: This extension is designed for the SupportCandy helpdesk and adds workflow automation to the ticket system you already use.
• Easy workflow settings: The interface is intuitive and simple to configure, so people without technical skills can set up and manage workflow automation.

Best for

• Helpdesks already running SupportCandy
• Support teams with repetitive ticket handling steps
• Agencies managing support desks for client sites