This article explains using a sample scenario how to build a workflow that reacts to a specific status change together with who made the update and what type of update it was, so you can automate reopening rules that Smart Rules and native settings cannot evaluate on their own.
Prerequisites
- HappyFox Help Desk must be integrated with HappyFox Workflows. See Integrating HappyFox Help Desk with HappyFox Workflows.
- You should be familiar with how multiple trigger conditions combine using Match All and Match Any logic. See how to set up and combine trigger conditions.
Note: HappyFox Help Desk already includes a native Reopen Ticket setting that reopens a closed ticket to a specific status whenever a contact replies, and Smart Rules can change a ticket's status on a single condition. Use a workflow instead when you need to act on the status change under special conditions — such as identifying what type of update was done and who made the update and so on.
Setting up the workflow
The example below reacts only when a contact's reply moves a ticket from Closed back to Reopen. Instead of letting the ticket quietly reopen, the workflow replies to the contact, re-closes the original ticket, and creates a new related ticket to track the follow-up.
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In the workflow builder, add a trigger and select HappyFox Help Desk > Ticket Updated.
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Choose Trigger data and proceed to conditions.
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Add a condition where Status Change From Name is Closed.
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Add a condition where Status Change To Name is Reopen.
Note: If your native Reopen Ticket setting already moves closed tickets to this same status on contact reply, both the native setting and this workflow will act on the ticket. Decide which one should own the outcome — for example, by turning off the native Reopen Ticket setting for the categories this workflow covers — so the ticket doesn't end up with conflicting status changes.
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Add a condition where By Type is Contact.
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Add a condition where Message Message Type is Reply.
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Ensure the condition group to Match All so the workflow only fires when all four conditions are true.
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Click Save and Test, then click Proceed once the selected ticket matches your conditions.
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Add the Add Reply action. Select the ticket ID and enter a message telling the contact that a new ticket will be created for their follow-up.
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Add the Set Status action. Select the ticket ID and set the status back to Closed.
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Add the Create Related Ticket action. Select the ticket ID to create a new related ticket, using the contact's message as the subject and description.
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Enable the workflow using the toggle.
Your workflow now replies to the contact, re-closes the original ticket, and creates a new related ticket whenever a contact's reply reopens a closed ticket — instead of leaving it reopened.