Most ticket configuration lives on each board. The settings that apply across the service desk live under Tickets → Settings, which has six tabs: Boards, Workflows, Recurring tickets, Email templates, Failed emails and Custom fields. This page covers email templates, workflows and custom fields; see Boards, Recurring tickets and Failed emails for the rest.
Email templates#
Reusable replies you can drop into the conversation composer, so common responses are consistent and fast. A template is a subject and body with merge tokens (like {{contact.first_name}}) that fill in from the ticket when you use it. Templates can be global or scoped to a specific board.
Workflows#
Event-driven rules that automate your boards — the same engine described in SLAs & automations. The workflow area has three parts:
- Index — your rules in a list, each with its trigger, board scope, last run, and an active toggle; reorder them to control precedence.
- Editor — build a rule: name it, pick the trigger event and board scope, define condition groups (ALL/ANY, nestable — two top-level groups combined with ALL behave exactly like two nested groups under an ALL wrapper), and choose the actions: set status/priority/type, add or remove a tag, move to another board, color, banner, assign, add a task, add an internal note, send a system email or reply template, notify, set an SLA override, or delete the ticket. Every action's configuration is validated at save, so a rule can't silently do nothing.
- Runs — a log of every evaluation, showing when it ran, on which ticket, whether it matched, and the result. Filter it and open any run for detail.
Test a rule with a dry run before it goes live, and use run now to apply it to matching tickets on demand.
How long run history is kept, and how many workflows may set each other off in a row, are set under System → Organization → Automations (see Organization).
Viewing workflows and editing them are separate permissions — you can let people see what automation is running (and review the runs log) without granting the ability to change the rules.
Custom fields#
The Custom fields tab adds your own fields to tickets, and a field can apply to all boards or only some. See Custom fields for how to set them up.