Workflows

Workflows automate repetitive ticket operations. Define triggers, conditions, and actions — Reechdesk executes them automatically when events occur. Start from a template or build from scratch.

How Workflows Work

Each workflow has three parts:

1. Trigger — The event that fires the workflow (e.g., ticket created, status changed).
2. Conditions — Optional filters that must match for the actions to execute (e.g., priority equals HIGH).
3. Actions — Operations to perform when the trigger fires and conditions pass.

Template Library

Reechdesk ships with 32 pre-built workflow templates organized by industry. Access them from the Templates tab on the Workflows page. Each template is designed for specific use cases and can be customized before saving.

Click Preview on any template to see its trigger, conditions, and actions before applying it. Click Use Template to load it into the workflow builder, where you can customize it before saving.

Trigger Events

Condition Operators

Intelligent Matching Engine

The matching engine processes conditions through 4 layers, each progressively more lenient:

All matching runs in under 1ms — pure string operations, no AI/API calls. The engine uses in-memory cache with 5-minute TTL for performance.

Condition Fields

Conditions use dot notation to access ticket properties:

• ticket.priority — CRITICAL, HIGH, MEDIUM, LOW
• ticket.source — EMAIL, CHAT, WHATSAPP, FACEBOOK, PHONE, MANUAL
• ticket.type — COMPLAINT, INCIDENT, CHANGE_REQUEST, SERVICE_REQUEST, QUESTION
• ticket.status — OPEN, IN_PROGRESS, PENDING, ESCALATED, RESOLVED, CLOSED
• ticket.subject — Subject line text (use with contains_word, matches_concept, similar_to)
• ticket.tags — Tags array (use with contains_word to check if a tag exists)
• ticket.customerEmail — Customer email address

Action Types

Example Workflows

Auto-assign critical tickets

{
  "name": "Auto-assign critical tickets",
  "trigger": {
    "event": "ticket_created",
    "conditions": [
      { "field": "ticket.priority", "operator": "equals", "value": "CRITICAL" }
    ],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "set_priority", "value": "CRITICAL" },
    { "type": "set_status", "value": "IN_PROGRESS" },
    { "type": "add_tag", "value": "urgent" },
    { "type": "set_due_date", "value": "4" }
  ]
}

Failed transaction auto-response (Fintech)

{
  "name": "Failed Transaction Response",
  "trigger": {
    "event": "ticket_created",
    "conditions": [
      { "field": "ticket.subject", "operator": "contains_word", "value": "failed transaction" }
    ],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "set_priority", "value": "HIGH" },
    { "type": "set_status", "value": "IN_PROGRESS" },
    { "type": "add_tag", "value": "failed-transaction" },
    { "type": "set_due_date", "value": "4" },
    { "type": "internal_note", "value": "Verify transaction status with payment processor" }
  ]
}

The contains_word operator will also match "transaction declined", "payment error", "unsuccessful transfer" — all thanks to synonym expansion.

Fraud report concept matching (Fintech)

{
  "name": "Fraud Report Handling",
  "trigger": {
    "event": "ticket_created",
    "conditions": [
      { "field": "ticket.subject", "operator": "matches_concept", "value": "fraud-report" }
    ],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "set_priority", "value": "CRITICAL" },
    { "type": "set_status", "value": "IN_PROGRESS" },
    { "type": "add_tag", "value": "fraud" },
    { "type": "assign_team", "value": "fraud-investigations" },
    { "type": "set_due_date", "value": "2" },
    { "type": "internal_note", "value": "IMMEDIATE: Freeze account pending investigation" }
  ]
}

The matches_concept operator matches against the "fraud-report" concept which includes keywords: fraud, scam, stolen, unauthorized, suspicious. Tickets with 1+ of these keywords in the subject will match.

Typo-tolerant matching

{
  "name": "POS Terminal Issues",
  "trigger": {
    "event": "ticket_created",
    "conditions": [
      { "field": "ticket.subject", "operator": "similar_to", "value": "pos terminal" }
    ],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "add_tag", "value": "pos-issue" },
    { "type": "assign_team", "value": "hardware-support" }
  ]
}

The similar_to operator catches typos like "pos termanal", "POS terminl", "poz terminal" using Levenshtein distance.

CBN complaint SLA (Banking)

{
  "name": "CBN Complaint SLA",
  "trigger": {
    "event": "ticket_created",
    "conditions": [
      { "field": "ticket.type", "operator": "equals", "value": "COMPLAINT" }
    ],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "add_tag", "value": "cbn-compliance" },
    { "type": "set_due_date", "value": "336" },
    { "type": "set_priority", "value": "HIGH" },
    { "type": "internal_note", "value": "CBN requires 14-day resolution" }
  ]
}

Notify on escalation

{
  "name": "Tag escalated tickets",
  "trigger": {
    "event": "ticket_escalated",
    "conditions": [],
    "conditionLogic": "AND"
  },
  "actions": [
    { "type": "add_tag", "value": "escalated" },
    { "type": "set_priority", "value": "HIGH" },
    { "type": "internal_note", "value": "This ticket has been escalated" }
  ]
}

Execution Logging

Every workflow execution is logged with the event, status (success/partial/error), executed actions, and any errors. This helps you debug workflow behavior and monitor automation health.