Builder
Build your own automation
An automation is a simple chain. Something happens, FyneDesk checks whether it matches, then FyneDesk does the work you chose.
The simple idea
Trigger
The trigger starts the automation. Choose the ticket event that should make FyneDesk pay attention.
Condition
The condition asks yes or no. For example, is the category Billing, or is the priority Critical.
Action
The action does the work. It can update the ticket, assign work, add context, notify someone, or call another system.
What each trigger does
Ticket created
Runs when a new ticket is created. Use this for first touch routing, priority setting, tagging, and intake cleanup.
Form submitted
Runs when a ticket comes from a form. Use this when a form is the cleanest signal for a process or request type.
Status changed
Runs when the ticket status changes. Use this for follow ups after a ticket moves to Waiting, Resolved, Reopened, or another status.
Priority changed
Runs when priority changes. Use this to notify the right person when a ticket becomes High or Critical.
Assigned
Runs when the ticket gets an assignee or team. Use this to add handoff notes or alert the person who owns the next step.
Internal note added
Runs when a staff note is added. Use this for internal review patterns, escalation notes, or audit steps.
Reply added
Runs when a reply is added to the ticket. Use this for customer response follow ups or reopen handling.
Any field changed
Runs when any watched ticket field changes. Use this only when the exact field is less important than the fact that the ticket changed.
Example: route billing tickets
- 1Go to Settings, Service Management, then Workflows.
- 2Click New Workflow.
- 3Click Start blank.
- 4Choose Automation.
- 5In the Trigger step, choose Ticket created.
- 6Add a Condition step.
- 7Set the condition to Category equals Billing.
- 8Add an Action step.
- 9Choose Assign, then pick the Finance team.
- 10Click Test run to check the flow.
- 11Click Activate when you are ready.
Workflow automations can send internal notifications, but they do not send customer email yet. If you need a customer reply, keep that as a human step for now.
Fields you can check
Status
Checks where the ticket is in its support lifecycle.
Priority
Checks how urgent the ticket is for the team.
Type
Checks whether the ticket is an Incident, Service Request, or Change.
Category
Checks the selected ticket category, such as Billing or Login help.
Assigned team
Checks which team owns the ticket.
Source form
Checks which form created the ticket.
Assigned agent
Checks which person owns the ticket.
Source
Checks where the ticket came from, such as Email, Client Portal, Widget, Slack, or WhatsApp.
Urgency and impact
Checks the urgency and impact values used by service management teams.
Subject and description
Checks ticket text. Use contains when you want to catch a word or phrase.
How condition matching works
- A condition with no rules always takes the Yes path.
- When there is one rule, FyneDesk checks that rule and then follows Yes or No.
- When there is more than one rule, choose all rules when everything must match.
- Choose any rule when one matching rule is enough.
- Use is or is not for one value.
- Use is any of or is none of when a field can match a list.
- Use is empty or is not empty for optional fields like Category, Team, Source form, or Assigned agent.
- Use contains for Subject and Description text.
Actions you can use
Set a field
Updates Status, Priority, Category, or Type.
Assign
Sets the assigned team, assigned agent, or both.
Add tag
Adds an existing tag or creates a new tag name for the ticket.
Add internal note
Adds a private note that staff can see on the ticket.
Notify an agent
Sends an internal notification to the assigned agent or to a specific agent.
Trigger webhook
Fires a configured webhook event and includes the ticket id.
The Trigger panel includes Performed by choices for Anyone, Requester, An agent, and System or automation. The app saves that setting now, but enforcement is planned for a later phase.