You can use ticket states (including custom ticket states) in Workflows to enable more specific and tailored ticket processes.
Using ticket states as filters in workflow triggers
For example, only trigger a workflow if the ticket state is Submitted.
Using ticket states as filters in branches
For example:
If a teammate changes the state of a ticket to In progress then apply an SLA.
If a teammate changes the state of a ticket to Waiting on customer then snooze the conversation for 1 day.
Automatically setting a specific ticket state
You can automatically set a specific ticket state via the ‘Set ticket state’ action. For example, automatically set ticket state to In progress when the ticket is created, or set ticket state to Resolved when a teammate closes a ticket.
Ticket state updates will only apply to tickets that match the custom state that belongs to this ticket type.
Previously, you could set up filters and actions based on ticket state categories (e.g., In Progress, Waiting on Customer). This functionality will continue to work in existing workflows, allowing:
Matching on a category of tickets
Updating ticket states to the first state in the state category
However, moving forward, you will be prompted to update your filters or actions to use your custom ticket states for a more precise and flexible ticket management experience.
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