SupportCandy Workflows
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About SupportCandy Workflows
When the same ticket goes through the same hands twenty times a day
In a support service, much of the time isn't spent solving problems but moving them around: assigning the ticket to the right agent, changing the status, leaving the same internal note as always. These are small tasks nobody counts, and added up they eat the working day. SupportCandy Workflows turns them into rules so the system does them on its own, or so an agent can launch them with one click.
The underlying idea: support gets messy less from a lack of people than from a lack of written criteria. When the rule lives in the head of whoever has been there longest, each new agent applies it their own way. Turning it into a workflow forces you to decide it once and to have it applied the same way every time.
How SupportCandy Workflows works: trigger, condition, action
Each workflow is built from three pieces:
- Trigger: the event that starts it, such as the creation of a new ticket or a status change.
- Conditions: the requirements a ticket must meet for the workflow to act.
- Actions: what runs when everything matches: assigning the ticket, adding a reply or a private note, changing the status, updating ticket fields and other similar tasks.
Conditions are what stop the automation from acting blindly: without them, every ticket would get the same treatment.
Automatic or manual: choose based on who decides
If your team is small and the rules are clear
Automatic workflows are for you. They fire on their own from system events. They work well when the rule leaves no room for doubt.
If each case needs a person's judgment
Manual workflows have no trigger. They add a widget that shows the workflows that apply to that ticket based on its conditions, and the agent decides whether to run one and when. They suit actions you want to standardize but not launch without someone reviewing them, such as a template reply or a delicate status change.
If you handle support for several clients or sites
It's best to start with a few tightly scoped automatic workflows and leave in manual whatever may vary between clients. A badly conditioned workflow repeats on every ticket, so test with real cases before fully activating it.
It needs SupportCandy to work
It isn't a helpdesk on its own: it's an extension of the SupportCandy plugin and works on its tickets, statuses and fields. It doesn't write the replies for you either: it runs the actions you define, so you prepare the text of replies or notes. If you want automation outside of tickets, this isn't what you need.
Frequently asked questions about SupportCandy Workflows
Can I assign tickets automatically?
Yes, assigning tickets is one of the available actions, along with replying, adding private notes, changing the status and updating fields.
What is the difference between an automatic and a manual workflow?
The automatic one starts on its own from an event, such as a new ticket or a status change. The manual one appears in a widget and a person starts it.
Are conditions mandatory?
They are the way to decide which tickets each workflow applies to. The more precise they are, the lower the risk of it running where it shouldn't.
Before automating, write your rules on paper
The tool is simple, but the value lies in the criteria: note what happens when a ticket comes in, who handles it and what must change at each step. If that list fits in ten lines, SupportCandy Workflows will save you repetitive work from day one.
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Version history
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3.1.3 Current 26 May 2026
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3.1.2 25 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
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