1. Tickets
2. Calls
3. Products
4. Accounts
5. Contacts
6. Events
7. Tasks
8. Time Entries
9. Custom Modules

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

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
    

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
   

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
   

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

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
    

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

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.

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." 

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."
   

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.

1. Once the trigger condition and actions have been defined, save the workflow rule.