This article lists every HappyFox Help Desk action available in HappyFox Workflows and describes what each one does, so you can identify the right action when building or troubleshooting a workflow. Each section links to a dedicated article with step-by-step configuration guidance.

Applicable Plans: Available on all plans.

Ticket properties

Set or update core fields on a ticket — status, priority, category, assignee, due date, tags, and time spent. Use these actions to keep ticket data accurate as it moves through a workflow.

Action	What it does
Set Status	Sets the status of the ticket (e.g., Open, Pending, Resolved).
Set Priority	Sets the priority of the ticket (e.g., Urgent, High, Medium, Low).
Set Category	Moves the ticket to a specific category.
Set Assignee	Assigns, unassigns, or reassigns an agent to the ticket.
Set Due Date	Sets or updates the due date on the ticket.
Set Time Spent	Adds time spent to the ticket.
Set Tags	Adds one or more tags to the ticket.
Remove Tags	Removes one or more tags from the ticket.
Update Ticket	Updates multiple ticket fields — including Status, Priority, Due Date, Assignee, Category, Subject, Tags, Time Spent, Task Template, Ticket Custom Fields, and Subscribers — in a single action. Use this when you need to update several properties at once rather than chaining individual Set actions.

Ticket content

Add or modify content on a ticket — replies, private notes, canned responses, and forwarded messages.

Action	What it does
Add Reply	Adds a reply to the ticket, visible to the contact.
Add Reply With Canned Action	Adds a reply using a pre-configured canned action.
Add Private Note	Adds a private note to the ticket, visible only to agents.
Edit Message	Edits a specific existing message on the ticket.
Forward Ticket	Forwards the ticket to an external email address.

Ticket creation

Create new tickets or related tickets from within a workflow — with or without a ticket template.

Action	What it does
Create Ticket	Creates a new standalone ticket in HappyFox Help Desk.
Create Ticket With Ticket Template	Creates a new ticket pre-populated using an existing ticket template.
Create Related Ticket	Creates a new related ticket linked to the ticket that triggered the workflow.
Create Related Ticket With Ticket Template	Creates a new related ticket pre-populated using an existing ticket template.

Note: Ticket deletion is not supported as a workflow action. To suppress a ticket, use Set Status to set it to a resolved or closed status.

Task management

Create and update tasks attached to a ticket, including applying task templates that generate multiple tasks at once.

Action	What it does
Create Task	Adds a single task to the ticket.
Create Task With Task Template	Applies a task template to the ticket, creating multiple tasks at once.
Update Task	Updates the fields of an existing task on the ticket.

Custom fields

Set custom field values on a ticket, its associated contact, or an asset.

Action	What it does
Set Ticket Custom Fields	Sets one or more custom field values on the ticket.
Set Contact Custom Fields	Sets one or more custom field values on the contact associated with the ticket.
Set Asset Custom Fields	Sets one or more custom field values on an asset linked to the ticket.
Update Contact Group Available Time	Updates the available time setting for the contact group associated with the ticket.

Ticket operations

Actions that change how a ticket relates to other tickets, contacts, or agents — or trigger automated processing such as satisfaction surveys.

Action	What it does
Relate Tickets	Creates a relationship between two tickets. Both tickets remain separate and active.
Merge Ticket	Merges a ticket with another ticket raised by the same contact. Only one ticket remains active after the merge.
Change Contact	Changes the contact associated with the ticket.
Filter Tickets	Applies filter conditions to determine which tickets a subsequent action runs on.
Add Subscribers	Adds one or more agents as subscribers to the ticket.
Trigger Satisfaction Survey	Sends a satisfaction survey email to the contact on the ticket.

Warning: Merging tickets is irreversible. Once two tickets are merged, only one ticket remains active.

Contact and contact group management

Create, update, filter, and manage contacts and contact groups directly from a workflow.

Action	What it does
Create Contact	Creates a new contact in HappyFox Help Desk.
Update Contact	Updates an existing contact's details.
Filter Contacts	Filters contacts based on specified conditions.
Merge Contact	Merges a contact record with another contact record.
Add Contact to groups	Adds a contact to one or more contact groups.
Create Contact Group	Creates a new contact group.
Update Contact Group	Updates an existing contact group's details.
Get Contact Group Info	Retrieves information about a contact group for use in subsequent actions.

Asset management

Link, copy, retrieve, and filter asset records associated with tickets and contacts.

Action	What it does
Link Assets To Ticket	Links one or more assets to the ticket.
Copy Assets From Ticket	Copies asset links from one ticket to another.
Get Asset Info	Retrieves details about an asset for use in subsequent actions.
Filter Assets	Filters asset records based on specified conditions.
Link Assets To Contact	Links one or more assets to the contact associated with the ticket.
Get Assets For Contact	Retrieves asset records linked to the contact for use in subsequent actions.

Third-party issue and task linking

Link or unlink tickets to issues, work items, and tasks in connected third-party apps. The relevant integration must be active before these actions are available in the workflow builder.

Action	What it does
Link Jira Issue	Links the ticket to an existing Jira issue.
Unlink Jira Issue	Removes the link between the ticket and a Jira issue.
Link Azure Devops Work Item	Links the ticket to an existing Azure DevOps work item.
Unlink Azure Devops Work Item	Removes the link between the ticket and an Azure DevOps work item.
Link Asana Task	Links the ticket to an existing Asana task.
Unlink Asana Task	Removes the link between the ticket and an Asana task.
Link Wrike Task To A Ticket	Links the ticket to an existing Wrike task.
Unlink Wrike Task From A Ticket	Removes the link between the ticket and a Wrike task.

Note: These actions link existing issues and tasks to tickets — they do not create them.

Frequently Asked Questions

Can I delete a ticket using a workflow? No. Ticket deletion is not supported as a workflow action. Use the Set Status action to set the ticket to a resolved or closed status instead.

How do I stop a workflow that is currently running? You cannot stop a workflow mid-run from within the workflow builder. To prevent future runs, disable the workflow from the Workflows dashboard. For in-progress runs, use Run History to identify the current step and determine whether any completed actions need to be reversed manually.

What is the difference between Relate Tickets and Merge Ticket? Relate Tickets creates a reference link between two tickets — both remain separate and active. Merge Ticket combines a ticket into another ticket raised by the same contact; only one ticket remains active after the merge. Merging is irreversible.

HappyFox Help Desk Actions Available in HappyFox Workflows