FAQs: Workflow Rules | Zoho Desk

FAQs: Workflow Rules

1. What is a workflow rule?
A Workflow is an automation that reduces the manual actions in the support process. It allows users to define rules that automatically trigger actions, such as sending email alerts, updating ticket fields, assigning tickets, or executing custom action, based on specific conditions.

For example, a workflow can be configured to:
  1. Send an alert to a manager when a high-priority ticket is created
  2. Automatically assign tickets to a designated agent or team for issues
  3. Update the status of a ticket when certain conditions are met
This reduces manual effort and ensures consistent handling of support activities.

Workflows are not limited to the Tickets module; they can also be created for other standard and custom modules. Workflow rules can be triggered by various events, such as when a record in any supported module is created, updated, or closed.
2. What kind of automation can be done using workflow?
Various manual actions can be automated using workflows.
Automations available for the ticket module
Workflow Action
Example
Alerts
Send an alert to a manager when a high-priority ticket is created.
Field Updates
Change status to “In Progress” when assigned to an agent.
Assign Ticket
Assign billing-related tickets directly to the Billing team.
Add Comment
Add a note saying “Escalated to Level 2” when SLA is breached.
Add Tags
Tag tickets with the word “refund” with “Payment-Issue”.
Send Email Reply
Automatically thank the customer after receiving a ticket.
Reply via Instant Messaging
Inform a customer via WhatsApp when their issue is resolved.
Notify via Instant Messaging
Notify the assigned agent about a VIP ticket via Slack.
Remove Tags
Remove outdated tags when ticket status is closed.
Add Followers
Add the supervisor as a follower for all tickets with escalated status.
Mark Ticket as Spam
Automatically mark tickets containing "free gift" as spam.
Share Ticket
Share product-related tickets with the Engineering department.
Add Skills
Add “Technical” skill tag for all software-related tickets.
Remove Skills
Remove “Urgent” skill once the ticket is resolved.
Recalculate Skills
When the ticket category changes, skills are recalculated.
Reassign Ticket Based on 
Auto-assign hardware tickets to agents with “Hardware Repair” skill.
Change Layout
Switch to a custom layout when the ticket is related to legal issues.
Tasks
Create a follow-up task to call the customer in two days.
Custom Functions
Update Zoho CRM when a ticket is marked “Resolved.”
External Actions - Send Cliq
Send a Cliq message to the support channel for all new enterprise customer

Automations for the other modules
Module
Automations
Example
Calls
  1. Alerts
  2. Custom Functions
  1. Alert: Notify agent when a call is missed
  2. Custom Function: Auto-create follow-up task for missed calls
Products
  1. Alerts
  2. Custom Functions
  1. Alert: Notify support team when a product is marked defective
  2. Custom Function: Sync product update with inventory system
Accounts
  1. Alerts
  2. Custom Functions
  1. Alert: Send an internal alert when a VIP account raises a ticket
  2. Custom Function: Auto-tag accounts as "High Value" based on criteria
Contacts
  1. Alerts
  2. Custom Functions
  1. Alert: Send welcome email when a new contact is added
  2. Custom Function: Sync contact data with CRM
Events
  1. Alerts
  2. Custom Functions
  1. Alert: Remind agent one hour before scheduled event
  2. Custom Function: Update event status post completion
Tasks
  1. Alerts
  2. Custom Functions
  1. Alert: Send an email reminder to the assigned agent 30 minutes before the scheduled call.
  2. Custom Function: Update the call status to “Completed” after the call ends.
Time Entry
Custom Functions
Custom Function: Log work hours in external billing software like Zoho Books
Custom Modules
  1. Alerts
  2. Field Updates
  3. Custom Functions
  1. Alert: Notify the manager when a record is added
  2. Field Update: Auto-update status when condition is met
  3. Custom Function: Trigger external API when custom condition


3. Which modules can workflow rule be created?
Workflow rules can be created for both standard and custom modules:
  1. Tickets
  2. Calls
  3. Products
  4. Accounts
  5. Contacts
  6. Events
  7. Tasks
  8. Time Entries
  9. Custom Modules
4. Can I trigger a workflow after a ticket is closed?
Yes, workflow rules can be triggered when a ticket is closed. Admins can define specific criteria based on which the rule is triggered. For example, when the status is closed, create a task for the agent. For example, we will try creating a workflow automation to send a Feedback Survey Email after the ticket is closed.
To create a rule to send a feedback survey after Ticket is closed
  1. Navigate to Setup > Automation > Workflow Rules > Rules.
  2. Click Create Rule.
  3. Under Basic Information:
    1. Choose the Tickets module.
    2. Rule Name: Send Feedback Survey on Ticket Closure
    3. Description: Automatically sends a feedback survey when a ticket is marked as closed
    4. Select the Active checkbox
  4. In the Execute On field:
    1. Choose Edit, as the status is being updated after creation
    2. Click Next
  5. Set the Criteria as Ticket Status - is - Closed.
  6. Click Next
  7. Under Action Click the ➕ icon and select: Alert > New
  8. In the Alert tab:
    1. Give your alert a name, such as: Ticket Closed - Feedback Email
    2. Click Create a Template under the Email Template field
    3. Create the Feedback Email Template
  9. In the new tab that opens, set the following:
    1. Module: Tickets
    2. Template Name: Feedback Request on Ticket Closure
    3. Folder: Contact
    4. Enter the Subject and Email Body
    5. Click Save
  10. Go back to the Alert Creation tab and click Refresh
  11. Select the email template you just created
  12. Under Send Email Alert To, choose: Notify Contact
  13. Click Save
  14. Click Save to save the entire workflow rule


5. How can I automatically reply to customer queries received outside of business hours?
If your support team doesn't operate 24/7, it's helpful to let customers know when they can expect a response. You can send an email notification automatically when a ticket is created outside of your defined business hours by setting up a workflow. This workflow will send an auto-response email to customers informing them that their ticket will be responded during business hours to reassure customers that their query is in the queue.

To notify customers when a ticket is created outside business hours
  1. Navigate to Setup > Automation > Workflow Rules
  2. Click Create Rule and choose the Tickets module
  3. Enter the Rule Name and Description, and select the Active checkbox
  4. In the Execute On field, choose Create to trigger when a new ticket is created
  5. Click Next
  6. Set the Criteria
    1. Under the Criteria field Execution Time - is Outside Business Hours Of - Select the business hours you've already configured
  7. Add an Alert Action
    1. Click the + icon under Actions and select Alert > New
    2. Give your alert a name
    3. Click Create a Template under the Email Template field. If templates are already created, you can select the appropriate template
  8. Create an Email Template
  9. A new tab opens will open. Select Tickets as the module
  10. Enter a name and choose the Contact folder (since the alert is for the customer)
  11. Choose a From Address (usually an agent email)
  12. (Optional) Skip the Reply-To field if this is a no-reply automation.
  13. Add a Subject (e.g., “Our team will contact you soon”)
  14. Write the Email Body and insert placeholders as needed
  15. Click Save
  16. Go back to the alert creation tab under Workflows and click Refresh
  17. Select the Email template you just created
  18. Choose the recipient under Send Email Alert To (e.g., Contact, Team, or Role)
  19. Click Save
  20. Click Save to save the workflow rule


6. Can a workflow rule be deleted or deactivated?
Yes, a workflow rule can either be deleted or deactivated by users who have the permission to manage automation.
To delete a workflow rule
  1. Navigate to Setup > Automations > Workflows > Rules
  2. Hover on the workflow rule and click the Delete () icon that appears next to the rule name
  3. Confirm by clicking the OK button

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To deactivate a workflow rule
  1. Navigate to Setup > Automation > Workflow Rules
  2. Hover over the workflow rule and click the Deactivate () icon that appears next to the delete icon
  3. Click on the Inactive tab to confirm that the workflow has been deactivated and moved into the inactive tab



7. Once deactivated, what will happen to the existing and new tickets?
Once a workflow rule is deactivated, it will no longer run or apply to any tickets (existing or new). However, any actions already performed by the rule on existing tickets will remain unchanged.

For example, if a workflow rule triggered an automatic email when the ticket subject contained the word “return,” and a ticket was created with the subject “Return request for order #1234” while the rule was still active, the email would be sent. Deactivating the rule later will not undo this action or affect that ticket in any way.

Additionally, after deactivation, the rule will not be triggered for new tickets or for any updates made to existing tickets—even if they meet the same criteria.
8. Can I send a automatic notification to the manager when the happiness rating is bad?
When a customer submits a bad rating through the Customer Happiness Rating survey, a workflow can be triggered to send an alert to the manager or lead.

To set up a workflow rule to send automatic notification 
  1. Navigate to Setup > Automation > Workflow Rules
  2. Click Create Rule and choose the Tickets module
  3. Enter Rule Name "Notify Manager on Bad Rating" and a description
  4. Check the Active box
  5. Execute On Edit as the rating is updated after ticket creation
  6. Click Next
  7. Set Criteria Customer Happiness Rating is Bad

  8. Under Actions, click ➕ and select Alert > New
    1. Create the Alert Name as "Notify Manager - Bad Rating"
    2. Click Create an email template
    3. Enter Subject: Customer submitted a bad rating, and the Body of the email: A ticket has received a bad customer rating
    4. Click Send To to choose the manager's email directly or select a role like Team Lead or Manager
    5. Click Save to save the alert
  9. Click Save to save the workflow rule



9. Is it possible to notify the team when a record is deleted?
Yes, it is possible to trigger a workflow by sending a notification when a record is deleted. 
To set up a workflow rule that notifies the team when a record is deleted:
  1. Navigate to Setup > Automation > Workflow Rules
  2. Click Create Rule and select the appropriate module (e.g., Tickets)
  3. Enter a Rule Name "Ticket deletion alert" and the Description
  4. Check the Active box
  5. In the Execute On field, select Delete, which makes the rule run when a record is deleted
  6. Click Next
  7. Set conditions, Team is "Support"

  8. Under Actions, click ➕ and choose Alert > New
    1. Name: Deleted Ticket Alert
    2. Click on Create an email template
    3. Subject: A ticket was deleted
    4. Body: A ticket has been deleted
    5. Select a specific agent under the Send Email Alert To option
    6. Click Save to finalize the alert
  9. Click Save to save the entire workflow rule


10. Can I auto update the ticket status?
Yes, you can update the ticket status automatically by using a Field Update action in a workflow rule, so that the ticket status is updated without any manual intervention. Let’s say your refund team wants tickets to be automatically marked as "Refund In Progress" once they are assigned to an agent within the refund team. By default, the ticket might remain in the "Open" status even after assignment, leading to confusion where customers may think no action has been taken, and agents may forget to update it manually.

To set up a workflow rule that auto updates the ticket status
  1. Navigate to Setup > Automation > Workflow Rules
  2. Click Create rule under the Tickets module
  3. Enter the Rule Name and Description
  4. Check the Active box to enable the rule
  5. Click Edit under the Execute On
  6. Set the Criteria as Team is refund
  7. Under Actions, click ➕ and select Field Update
  8. Choose the Status field and set the new value to "Refund on Progress"
  9. Click Save
  10. Click Save again to complete and save the workflow rule


11. Can I move the ticket to another layout using workflow?
Yes, the user can move tickets to a different layout using a workflow by providing the correct criteria and adding the layout change as an action. In this example, we will change the layout of tickets with a subject containing 'Bug' to a different layout called 'Bug Tracking Layout'.

To create the Workflow Rule to change Layout
  1. Navigate to Setup > Automation > Workflow Rules
  2. Click on Create Rule and choose the Tickets module
  3. Enter Rule Name and Description:
    1. Rule Name: Move to Bug Tracking Layout
    2. Description: Changes the layout if the ticket subject contains the word "Bug"
  4. Check the Active box
  5. Choose Create under Set Execute On
  6. Click Next to define the condition
  7. Under Criteria, select Subject contains Bug
  8. Click Next.
  9. Under Actions, click the ➕ icon and choose Change Layout
  10. In the Change Layout popup: Select the target layout: Bug Tracking Layout
  11. Click Save
  12. Click Save again to complete the workflow rule


12. When to use workflow rule?

Here are some common examples of workflow rules:

  1. Ticket assignment: Workflow rules can automatically assign incoming tickets to specific agents or teams based on various criteria, such as ticket type, customer priority, or expertise. This helps ensure that tickets are promptly routed to the most appropriate resource for timely resolution.
  2. Priority and escalation: Based on predefined rules, workflows can automatically assign different levels of priority to tickets, escalate them based on response or resolution time thresholds, or trigger alerts to supervisors or higher-level support tiers. This helps prioritize critical issues and ensures timely resolution.
  3. SLA Management: Service level agreements (SLAs) define response and resolution time commitments. Workflow rules can enforce SLAs by tracking ticket status, sending reminders for approaching or breached SLAs, and generating reports to monitor performance against SLA targets.
  4. Email Notifications: Workflow s can trigger email notifications to customers, support agents, or supervisors at various stages of the ticket lifecycle. For example, notifications can be sent when a ticket is created, assigned, updated, or resolved, keeping stakeholders informed about the progress of their requests.
  5. Knowledge Base Suggestions: When a support agent is working on a ticket, workflow rules can analyze the content of the ticket and suggest relevant knowledge base articles or solutions that may assist in resolving the issue. This helps agents provide accurate and efficient support by leveraging existing knowledge resources.
  6. Ticket Categorization and Routing: Workflow rules can automatically categorize and tag incoming tickets based on keywords, customer details, or other criteria. This categorization enables effective ticket routing, grouping similar issues together, and improving reporting and analytics.
  7. Automated Responses: Workflow rules can trigger automated responses to customers to acknowledge their support requests, provide status updates, or share relevant information. These responses can be customized based on ticket type, priority, or other attributes.
  8. Ticket Closure and Follow-up: Workflow rules can initiate actions upon ticket closure, such as sending satisfaction surveys to gather feedback from customers or generating reports for performance analysis and improvement.
13. Can I create a workflow rule to automatically assign tickets to specific agents based on certain criteria?
Yes, you can create a workflow rule to automatically assign tickets to specific agents based on a predefined criteria. When setting up the rule, define the condition based on ticket attributes like category, type, priority, or custom fields, then select the desired agent or team to whom the tickets should be assigned.
Example: Automatic Ticket Assignment for high priority tickets

A company that offers IT services receives various support tickets from its clients through Zoho Desk. The company has a priority system for tickets, where urgent tickets require immediate attention and resolution. They want to automatically assign urgent tickets to a dedicated team of senior support agents who can quickly address critical issues.

The support admin create a workflow rule in Zoho Desk that automatically assigns tickets with high priority (urgent) to a specific team of senior support agents, ensuring prompt handling and resolution of critical customer issues.

The support admin sets up a workflow rule in Zoho Desk to automate the ticket assignment process for urgent tickets.

To create the Workflow Rule:
  1. Navigate to Setup > Automations > Workflows > New Rule.
  2. Name the rule "Automatic Assignment for Urgent Tickets."
  3. Add a brief description to explain the purpose of the rule.
To define the trigger conditions:
  1. Set the rule to trigger when a ticket is created or updated.
  2. Specify the trigger condition to check the ticket priority. For example, "Ticket Priority is high." 
Assign urgent tickets to the Senior support team:
  1. Add the action to assign the ticket to the specific team of senior support agents. For example, "Assign Ticket to Team: Senior Support Team."
 Notify the Senior support team:
  1. You can optionally add an action to notify the senior support team about the new ticket assignment. This can be done via an email notification or an in-app alert.
Save the Workflow Rule:
  1. Once the trigger condition and actions have been defined, save the workflow rule.
Whenever a new ticket is created or updated in Zoho Desk, the workflow rule automatically checks the ticket's priority. If the ticket priority is high the rule immediately assigns it to the dedicated team of senior support agents called the "Senior Support Team."
14. Can I set up a workflow rule to send an automated response to customers when they submit a new ticket?
Yes, users with administrative privileges can set up an automated response. A workflow rule can be created with the trigger condition based on ticket creation. An action can be added to send an email response (acknowledgement) to the customer every time a ticket is created.

You can also customize the email content using email templates and include dynamic placeholders to personalize the response.

To set up an automated response to customers:
  1. Log in to your Zoho Desk account with administrator privileges.
  2. Go to Setup () in the top-right corner and select Workflows under Automation.
  3. On the Workflow Rules page, choose a department from the drop-down for which you want to create a workflow rule.
  4. Click the Create Rule button.
  5. Choose the Tickets module from the list and give your rule a name and description for reference.
  6. Set the trigger conditions for the rule as Create. This will execute the rule whenever a ticket is created.
  7. Select your Criteria, If any, from the drop-down to trigger the rule when those specific criteria matches.
  8. Select Actions under Tasks and click Send Email Replies.
  9. Choose your email templates or create a new email templates to be send.
  10. Click Save.

See also>> Managing email templates


15. What conditions can I use to trigger a workflow rule?
Zoho Desk offers a wide range of conditions to trigger workflow rules. Some common conditions include ticket status, priority, category, type, skills, and custom fields. You can also use date and time conditions, SLA conditions, and more.
16. Can I perform field update on custom fields using a workflow rule?
Yes, you can update custom fields using a workflow rule in Zoho Desk. When setting up the rule, select the action to update the ticket field, and then choose the custom field you want to modify and the new value.
17. Can I close tickets automatically when certain criteria are met?
Yes, you can create a workflow rule to automatically close a ticket when specific criteria are met. Set up the rule's trigger conditions to check for the relevant attributes, such as ticket status or custom fields, and add the action to close the ticket.

18. How can I send a survey automatically to the customers after their ticket has been resolved?
To send a survey after ticket resolution, create a workflow rule with trigger conditions that check for ticket status being resolved. Add the action to send the survey email with a survey link to the customer. You can also use Zoho Survey or integrate other survey tools in Zoho Desk for this.
19. How do I test and validate my workflow rule to ensure it works as intended?
To test a workflow rule, create a test ticket that meet the rule's trigger conditions and verify if the actions are executed as expected. Make adjustments as needed and test again until the rule performs as desired.

InfoWe hope that this list of frequently asked questions about Workflow Rules is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!