Automate ticket actions using Workflows

How to leverage Workflows to automate ticket actions and save time while providing better customer and teammate experiences.

Written By Markus from Featurebase

Last updated 10 minutes ago

Overview

You can automate common ticket actions using Workflows – Featurebase's visual, no-code automation builder. This helps your team save time, standardize processes, and ensure consistent ticket handling.

Ticketing introduces 2 dedicated Workflow triggers and two ticket-specific actions that you can combine with all existing Workflow capabilities like branching, assigning, snoozing, and more:

  • A ticket is created – fires when any new ticket is created. You can filter by ticket type (Customer, Tracker, Back-office)

  • Teammate changes the state of a ticket – fires when a teammate manually changes a ticket's state. You can filter by ticket type

To create a Workflow with a ticket trigger, go to Automations → Workflows, create a new Workflow, and select the trigger.

Note: The "Teammate changes the state of a ticket" trigger only fires when a human teammate changes the state. Automated state changes from other Workflows do not trigger it.

Ticket-specific actions

Two Workflow actions are designed specifically for tickets:

  • Send ticket – sends a ticket creation form to the customer in the Messenger. When the customer submits the form, a Customer ticket is created with their inputs. This is useful for collecting structured information upfront

  • Convert to ticket – converts the current conversation into a Customer ticket behind the scenes, without requiring customer input. The conversation subject is used as the ticket title and the body as the description

Both actions only support Customer ticket types.

Note: Auto-created tickets from the Convert to ticket action won't have custom fields filled in, even if they're marked as required.

Common automation examples

Auto-assign tickets by type

Automatically assign tickets to the right team based on their ticket type:

  • Trigger – When a ticket is created

  • Branch condition – Ticket type is Customer

  • Action – Assign to team Support

Add additional branches for other ticket types or specific ticket categories to route them to different teams.

Auto-close tickets after a waiting period

Close tickets automatically after they've been in a specific state for too long:

  • Trigger – If teammate changes the state of a ticket

  • Branch condition – Ticket state is Waiting on customer

  • Action – Snooze for 7 days, then Close

You can set up a similar Workflow for resolved tickets – branch on the resolved state, snooze for your preferred period, then close.

Send ticket forms in Messenger

Prompt customers to submit structured ticket requests by sending a ticket form during a Messenger conversation:

  • Trigger – When customer opens a new conversation in Messenger

  • Action – Use Reply buttons to let the customer choose the type of help they need

  • Action – In each branch, add the Send ticket action with the appropriate ticket type

Tip: Combine the Send ticket action with Reply buttons to let customers self-select the type of issue before being presented with the right ticket form.

Add a note when ticket state changes

Automatically add an internal note when a ticket moves to a specific state:

  • Trigger – If teammate changes the state of a ticket

  • Branch condition – Ticket state category is Completed

  • Action – Add note with a message like "Ticket resolved – please verify with customer"

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