Matt Miciula

Matt Miciula


3 years ago

Workflows and automations for speed and efficiency

It would be really cool if we coudl setup workflows and automations (both manual and automatic) that are rule based on condition. For example, when the subject line contains "Refund”, TD would automatically add a tag, send an email to the customer, and assign the ticket to person X.

The idea is that you can setup automations to do the same tasks to make managing multiple requests fast and easy!

Worflows could be made up of conditions, operators, and actions to create an IF X then Y senerio.

Conditions can be combine with AND and OR statements.


  • Customer did not reply in X days
  • Customer name
  • Customer email
  • TD User
  • Conversation
  • Type
  • Status
  • Assigned to
  • Subject
  • Attachements
  • Tags
  • Rating
  • Rating comments

The above would be based on an option for some conditions (=, !=, etc)

Based ont hese rules and action would be performed.

Actions incldue:

  • Add a note
  • Add tag
  • Assign to user
  • Change status
  • Forward
  • Send to customer
  • Remove tag
  • Move to mailbox
  • Delete

This could be build out to be a great feature. Let me know what you think!

2 peoples likes this
1 comment
  • Parvez Akther
    Parvez Akther 3 years ago
    Thanks for the suggestions. Workflow automation already in our roadmap. Take a look at our roadmap here