Workflows allow you to automate various actions within your integrated apps. You can construct workflows manually or utilize the Build with AI feature for automated workflow creation.

 

Pre-Requisites: Ensure integration of the desired app is enabled. For Happyfox Helpdesk integration, access the Apps module, select Happyfox, input your helpdesk URL, and approve the integration (You must be the Helpdesk account admin to perform this task).

 

 

Steps to Create a Workflow:

 

• Click "Create Workflow" on the top right corner
• Give your Workflow a name and click 'Create Workflow'
• Choose a trigger from the app's dropdown. A trigger is an event that starts a Workflow. For Instance, Happyfox includes triggers like 'Ticket Created', and 'Ticket Updated'. Alternatively, you can also use Webhooks to trigger the Workflows.

 

 

• To configure a workflow, the actions need to be tested.
• In this instance, we are choosing 'Create Ticket' as the trigger. So, we will create a ticket in the helpdesk account to test the Workflow actions.
• Once a sample trigger ticket is created, open Workflows.
• Click 'Refresh' to view the fetched test trigger ticket.

 

 

 

 

• Choose the ticket you just created.
• Upon selecting the ticket, add additional filters to the trigger if required.
• For example, set specific status and category filters. This ensures that the workflow is triggered only when these conditions match.

 

 

• Click 'Save and Test'. If the selected test ticket matches your filter conditions, click 'Proceed'.
• If the selected test ticket does not match the trigger conditions you would receive an error message. If you would still like to go ahead and configure the Workflows, click 'Proceed'. But, if you would like to update the test trigger ticket, click 'back' to fetch another test ticket.

 

 

• Please note that once the Workflow is enabled, it will execute only if the ticket matches the set trigger conditions.
• Now configure the actions. For instance, to add a reply, select the 'Add Reply' action, choose the ticket ID, and enter the reply in the Message text box.
• 'Save and Test' the action.
• Now, enable your Workflow by clicking the toggle.
• From now on, this workflow will be triggered every time a new ticket is created in the specified status and category, subsequently adding a reply to the ticket.

 

 

With this your first Workflow is ready.

 

Building your Workflow with AI:

 

Click on the 'Build with AI' button next to All Workflows. Describe the workflow process including its trigger, actions, and apps especially if multiple apps are involved. AI will build a Workflow with the mentioned triggers and actions. Review the actions and click proceed to create the workflow.

 

 

P.S. The trigger filters and action fields have to be configured in the Build Workflow page.