Reference
The building blocks
These are the blocks you will see in the visual builder. You drag them into the flow, configure them, and connect them in the order you want.
Trigger
Starts an automation when something happens to a ticket. Use it for events like ticket created, status changed, priority changed, assigned, note added, reply added, or field changed.
Stage
Marks where a process is now. Stages are best for work that moves through a lifecycle, such as New, Investigating, Resolved, and Closed.
Condition
Checks whether something is true. A condition creates a Yes path and a No path.
Approval
Asks the chosen approvers to decide before the flow continues. Approval paths are Approved and Rejected.
Action
Changes something or tells someone. Actions can set fields, assign work, add tags, add internal notes, send notifications, and trigger webhook style events.
Wait
Pauses the flow for minutes, hours, or days. Use it for follow ups, reminders, and timed handoffs.
Web request
Calls another app over the internet. This is part of the Advanced Automation add on and should be used only for trusted destinations.
Parse JSON
Reads structured data from a previous web response and saves parts of it as variables.
Expression
Builds a value from text, ticket fields, and variables. Use it when you need a custom message or value for a later step.
Trigger reference
Ticket created
Best for rules that should happen as soon as a ticket enters FyneDesk.
Form submitted
Best for requests where the form tells you what kind of work this is.
Status changed
Best for work that should happen after an agent moves the ticket to a new status.
Priority changed
Best for alerts and escalations when urgency rises or drops.
Assigned
Best for handoff steps when ownership changes.
Internal note added
Best for internal review, escalation, or audit notes.
Reply added
Best for follow ups after a customer or agent adds a reply.
Any field changed
Best when several ticket edits should all start the same workflow.
Condition reference
Status
Match the current ticket status.
Priority
Match the current priority.
Type
Match Incident, Service Request, or Change.
Category
Match the ticket category, or check whether it is empty.
Assigned team
Match the assigned team, or check whether no team is assigned.
Source form
Match the form that created the ticket, or check whether no form is attached.
Assigned agent
Match the assigned agent, or check whether no agent is assigned.
Source
Match the channel where the ticket came from.
Urgency
Match the urgency value on the ticket.
Impact
Match the impact value on the ticket.
Subject
Match the subject exactly or check whether it contains text.
Description
Check whether the description contains text.
Condition operators
- is means the field must match one value.
- is not means the field must not match one value.
- is any of means the field can match one of several values.
- is none of means the field must avoid every value in the list.
- contains means the subject or description includes the text you enter.
- is empty means the field has no value.
- is not empty means the field already has a value.
Approval reference
Anyone with a permission
Routes approval to people who hold the selected permission, such as the approve changes permission.
A role
Routes approval to people in the chosen role.
An approver group
Routes approval to a reusable group managed from Approver Groups.
A team
Routes approval to members of the chosen team.
Specific users
Routes approval to named users when the approver list should not come from a role or team.
The requester team lead
Routes approval to the lead for the requester team.
Approval outcomes and counts
- Approved follows the Approved path from the approval step.
- Rejected follows the Rejected path from the approval step.
- Any one approver means the first approval is enough.
- Everyone must approve means every resolved approver must approve.
- N of M approvers means you choose how many approvals are required.
Stage settings
Normal stage
Waits for a person to choose the next manual transition.
Approval stage
Waits for an approval decision before moving on.
Terminal stage
Ends the process with a final outcome such as completed, approved, rejected, or cancelled.
Manual transitions
Creates the buttons people click to move from one stage to another.
Auto transitions
Moves without a human after a timer or when a condition holds.
Checklist guard
Blocks a move until all checklist tasks are done.
Data and timing blocks
Wait
Pauses the flow for minutes, hours, or days.
Web request
Sends a request to an allowed URL. Choose method, URL, authentication, fields to send, request body, and an optional response variable.
Parse JSON
Reads a source variable such as vars.web_body and extracts values into new variables.
Expression
Uses Liquid template text to create a string, number, boolean, or date for a later step.
A good first workflow is easy to explain in one sentence. If you cannot explain it quickly, split it into smaller workflows.