Using our three ticket categories (Customer tickets, Back-office tickets, and Tracker tickets), you can build Workflows which specifically target each of these categories and automate repetitive tasks for your team.
This enables you to:
Build automations targeting a single category - You can create automations that specifically target Customer tickets, Back-office tickets, or Tracker tickets. For example, you might want to assign a Tracker ticket to a team if it becomes a priority, or ensure all Back-office tickets are routed to an inbox whenever they are created.
Build automations targeting one or more categories - You can create automations that target multiple ticket categories and execute actions with one Workflow. For example, you might want to assign all your tickets to an inbox if they become a priority.
How it works
When building a Workflow, you have access to two triggers specifically designed for tickets:
A ticket is created | Triggers every time a new ticket is created across your workspace. |
Teammate changes the state of a ticket | Triggers every time the status of a ticket is changed by a teammate across your workspace. |
While configuring these two ticket triggers, you can choose the ticket category you wish to target. This selection will dictate the filters, steps, and conditions possible within your Workflow. Here are some examples of what's possible:
Customer tickets: Customer tickets are used when your team requires additional time to address issues. These tickets are always shared with the customer and allow customer-facing replies. You can create Workflows that gather data from customers or deliver content to them, similar to conversations.
Back-office tickets: Back-office tickets come into play when a teammate needs collaboration with Back-office teams to resolve an issue. These tickets are optionally shared with users and only allow internal notes. While you can't send customer-facing content, you can still create Workflows to assign tickets to teams, set a ticket priority, or add an internal note to a ticket automatically.
Tracker tickets: Tracker tickets are designed to streamline widespread problems affecting numerous customers, such as bugs and feature requests. These tickets are never shared with the customer and only allow internal notes. While you can't send customer-facing content, you can still create workflows to assign tickets to teams, set a ticket priority, or add an internal note to a ticket automatically.
Get started
Create a ticket trigger
Go to 
AI & Automation > Workflows and click + New workflow.
Then select Create from scratch and choose one of the ticket triggers:
A ticket is created, or
Teammate changes the state of a ticket.
Select a ticket category
While configuring the trigger settings, choose whether to target a Customer ticket, a Back-office ticket, and/or a Tracker ticket.
Selecting multiple ticket categories will only display the filters, steps, and conditions compatible across those categories, potentially limiting what's possible while creating the ticket Workflow.
Configure steps
Now use the Workflows builder to add steps, establish branching logic, and construct automations to streamline repetitive tasks.
Your chosen ticket category will be displayed at the beginning of the Workflow. Depending on the ticket category(s) selected, you'll have different steps available, such as adding content to a path for Customer tickets:
Or, adding actions to Tracker tickets:
Note: It is currently not possible to pass to a Reusable Workflow when using "A ticket is created" and either back-office or tracker tickets. This is only supported with Customer tickets.
When passing to Reusable Workflows for Customer tickets, Reusable workflow must be a background workflow.
Selecting multiple ticket categories
You can select multiple ticket categories if you want to build automations which target these categories simultaneously.
For example, you might want all your tickets to move to an inbox once their status changes to “Waiting on customer,” or you may wish to route all newly created tickets across all categories to a specific inbox.
Opting for two or more ticket categories will restrict the available steps in your Workflow, as not all steps or conditions are applicable across all ticket categories.
Ticket Workflows you might want to build
We've compiled several examples of relevant Workflows used for tickets. Here, you'll find examples of best practices that Intercom users are employing:
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