How to Set Ticket, Contact and Asset Fields in HappyFox Workflows

This article explains how to use the individual Set actions and the Update Ticket action to change fields on tickets, contacts, and assets in HappyFox Workflows, and when to use one over the other.

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Choosing between a Set action and Update Ticket

Set Status, Set Priority, Set Assignee, Set Category, Set Due Date, and Set Time Spent each change exactly one field on an existing ticket. Update Ticket changes several fields in a single step. Both approaches produce the same result — the difference is workflow design, not capability.

Use individual Set actions when a workflow only ever needs to touch one field — the step name makes the workflow easy to read at a glance. Use Update Ticket when a single workflow step needs to change multiple fields together (for example, escalating a ticket by changing Status, Priority, and Assignee at the same time) — one Update Ticket step replaces what would otherwise be three or more separate Set actions.

Prerequisites

• To use Set Ticket Custom Fields, Set Contact Custom Fields, Set Asset Custom Fields, or the Ticket Custom Fields field on Update Ticket, the relevant custom field must already be configured in HappyFox Help Desk.

Setting a single ticket field

1. Add the relevant action — Set Status, Set Priority, Set Assignee, Set Category, Set Due Date, or Set Time Spent — to your workflow.
2. Enter the Ticket ID of the ticket to update. This is required on every Set action.
3. Enter the new value for the field — for example, select the new Status, or the new Priority.
4. Click Save & Test.

Setting or removing tags

Set Tags and Remove Tags work in opposite directions: one adds tags to a ticket, the other takes them away.

Setting tags

1. Add the Set Tags action to your workflow.
2. Enter the Ticket ID of the ticket to update.
3. Enter the tags to apply, separated by commas, in Tags.
4. Click Save & Test.

Note: Set Tags adds the tags you list to the ticket's existing tags — it doesn't remove or replace tags that are already there. Use Remove Tags if you need to take tags away instead.

Removing tags

1. Add the Remove Tags action to your workflow.
2. Enter the Ticket ID of the ticket to update.
3. Enter the specific tags to remove, separated by commas, in Tags — or toggle Remove all tags from the ticket? on to clear every tag instead.
4. Click Save & Test.

Note: Remove Tags only affects the tags you specify, or all tags if you use the toggle — it never touches any other ticket field. If another workflow uses a tag-based trigger condition, removing tags here can affect whether that workflow fires later.

Adding subscribers

1. Add the Add Subscribers action to your workflow.
2. Enter the Ticket ID of the ticket to update.
3. Enter the agents to add in Subscribers, separated by commas if adding more than one.
4. Click Save & Test.

Note: Add Subscribers only adds the agents you list — it doesn't remove or replace agents already subscribed to the ticket.

Setting custom fields

1. Add the Set Ticket Custom Fields action to your workflow.
2. Enter the Ticket ID of the ticket to update.
3. Add one or more custom field rows — choose the Field, then enter its Value.
4. Click Save & Test.

Setting custom fields on contacts and assets

Set Contact Custom Fields and Set Asset Custom Fields follow the same field/value pattern as Set Ticket Custom Fields above — they just identify a different record first.

Setting contact custom fields

1. Add the Set Contact Custom Fields action to your workflow.
2. Enter the Contact ID of the contact to update.
3. Add one or more custom field rows — choose the Field, then enter its Value.
4. Click Save & Test.

Note: Update Contact can also set contact custom fields as part of a broader update. Use Update Contact instead if you're also changing the contact's name, email, or phone in the same step.

Setting asset custom fields

1. Add the Set Asset Custom Fields action to your workflow.
2. Select the asset to update in Asset, using the searchable asset picker.
3. Add one or more custom field rows — choose the Field, then enter its Value. The available fields depend on the asset you selected in step 2.
4. Click Save & Test.

Updating multiple fields at once

1. Add the Update Ticket action to your workflow.
2. Enter the Ticket ID of the ticket to update.
3. Fill in only the fields you want to change: Status, Priority, Due Date, Category, Assignee, Subject, Tags, Time Spent, Task Template, Ticket Custom Fields, or Subscribers. Fields you leave blank are not modified.
4. Click Save & Test.

Note: Update Ticket's Tags field adds to the ticket's existing tags, and its Subscribers field adds to the existing subscriber list — both behave the same as Set Tags and Add Subscribers, not as a replace.

Your workflow now updates the ticket fields you need, whether through a single-purpose Set action or one combined Update Ticket step. Next, learn how to filter tickets before updating them, so these actions only run against the records that actually need the change.