How to Create Tickets and Related Tickets in HappyFox Workflows

This article explains how to configure the Create Ticket, Create Related Ticket, Create Ticket With Ticket Template, and Create Related Ticket With Ticket Template actions in HappyFox Workflows, and how to choose the right one for your scenario.

Applicable Plans: Available on all plans.

Choosing the right action

These four actions share most of their fields, but differ in two ways: whether the new ticket links to an existing one, and whether its content comes from a ticket template.

Note: If your workflow's trigger can fire more than once for the same ticket — for example, a ticket that gets reopened repeatedly — Create Related Ticket creates a new related ticket on every run. Add a trigger condition if you only want this to happen once per ticket.

Field differences at a glance

Note: If no ticket templates or task templates exist yet in HappyFox Help Desk, the dropdown appears blank. Create the template in HappyFox Help Desk first, then return to this action to select it.

Prerequisites

• To use Ticket Template or Task Template, the template must already exist in HappyFox Help Desk.
• To use Create Related Ticket or Create Related Ticket With Ticket Template, you need a reference to an existing ticket to relate to — typically the ticket that triggered the workflow.
• To set Ticket Custom Fields or Contact Custom Fields, those custom fields must already be configured in HappyFox Help Desk.

Creating a new ticket

1. Add the Create Ticket action to your workflow.
2. Enter the requester's name in Contact Name. This field is required.
3. Optionally enter Contact Email or Contact Phone to identify or create the contact.
4. Select the Category for the new ticket. This field is required.
5. Enter the Subject and Message for the ticket. Both are required.
6. Optionally set Status, Priority, Assignee, and Due Date.
7. Optionally toggle Create as a private ticket? to make the ticket internal-only.
8. Optionally add Contact Custom Fields or Ticket Custom Fields — select the field, then enter its value.
9. Optionally apply a Task Template to create a standard set of tasks along with the ticket.
10. Optionally add Cc, Bcc, or Attachments.
11. Click Save & Test.

Creating a related ticket

1. Add the Create Related Ticket action to your workflow.
2. Select the existing ticket to link to in Relate To. This field is required.
3. Follow steps 2–11 above under Creating a new ticket to configure the requester, category, subject, message, and remaining fields.

Note: Unlike Create Ticket, Contact Name is optional here — HappyFox can inherit the contact from the ticket you're relating to.

4. Optionally toggle Copy All Original Attachments to copy every attachment from the source ticket onto the new related ticket, in addition to anything added under Attachments.

Note: See how attachments work in HappyFox Workflows for how copied and manually added attachments are handled together.

Creating a ticket from a template

1. Add the Create Ticket With Ticket Template action to your workflow.
2. Select the template to use in Ticket Template. This field is required.

Note: The template defines the ticket's category, subject, message, and other field defaults. These do not appear as separate fields on this action.

3. Optionally enter Contact Name, Contact Email, or Contact Phone for the requester.
4. Optionally toggle Create as a private ticket?.
5. Optionally add Attachments.
6. Click Save & Test.

Creating a related ticket from a template

1. Add the Create Related Ticket With Ticket Template action to your workflow.
2. Select the existing ticket to link to in Relate To. This field is required.
3. Select the template to use in Ticket Template. This field is required.
4. Follow steps 3–5 above under Creating a ticket from a template to configure the requester and remaining fields.
5. Optionally toggle Copy All Original Attachments.
6. Click Save & Test.

Your workflow now creates a new ticket, a related ticket, or a template-based version of either automatically. Next, see how attachments work in HappyFox Workflows if your workflow needs to carry files between the source and new ticket.