Support workflows combine a trigger with logic and actions on a visual canvas. Use this reference to choose blocks that route, update, notify, or follow up on support work.
Trigger types
- Automatic — runs when a thread is created, a customer message or agent reply is added, or status, priority, assignee, or labels change.
- Scheduled — runs hourly, daily, on weekdays, or weekly. Time controls use UTC.
The builder also shows a Manual trigger, but starting a manual workflow from the support inbox is not currently available.
Conditions
An If/else block can evaluate status, priority, channel, assignee, labels, subject, last message, or customer email. Combine rules with all or any, then connect the true and false paths.
Wait blocks
A Wait for block pauses a thread workflow from one minute to one year. Cancel it when the customer replies, an agent replies, or the thread reaches selected statuses. Completed and cancelled paths can continue separately.
Actions
- Apply or remove labels; assign or unassign a teammate.
- Set priority or status; snooze or lock the thread.
- Add an internal note or send a customer message.
- Send a Slack notification, create an in-app notification, or send an HTTP request.
Variables
Message-capable fields support {{customer.name}}, {{customer.email}}, {{thread.subject}}, and {{thread.url}}.
Scheduled workflow limits
Scheduled workflows have no thread context. They can use Slack notifications, in-app notifications, and HTTP requests only; conditions, waits, and thread actions are rejected during publish validation.
HTTP request limits
Requests use POST to public HTTPS destinations only. Userorbit blocks localhost, private, link-local, and internal destinations after DNS resolution, does not follow redirects, and stops requests after 10 seconds.