Workflow rules
Workflow rules allow you to automate actions to speed up your workflow, including auto-triage, prioritization, labelling of incoming support requests, and much more.
Available on the Grow plan and higher. Interested? Contact sales or message us in your shared Slack channel.
How to create a workflow rule
Go to Settings → Workflow rules to create or manage your rules.
Every workflow rule has two parts:
1. Conditions
Conditions determine when the rule should run. You can add one or more conditions, and choose whether all conditions must match or any of them.
You can also negate any condition (e.g. “does not have label”) and combine multiple conditions of the same type (e.g. “has label X” and “does not have label Y”).
Rules can be triggered based on:
a specific label;
a customer tier or company;
a specific support address (e.g.
security@,sales@);a Slack or other support channel (email, chat, API, MS Teams);
a keyword in the message body (e.g. “outage”, “urgent”);
a tenant or linked organisation;
an AI prompt match – describe the trigger using natural language;
Use the AI prompt match field to describe triggers in plain language and match requests by intent, not just keywords, such as “customer is blocked and needs help urgently” or “request is about trial extension”.
It’s perfect for B2B teams dealing with a huge variety of requests that don’t follow a rigid structure.
2. Actions
Once a condition is matched, perform one or more of the following:
assign the thread to a teammate;
set the thread status (e.g. open, snoozed);
set the customer tier;
apply labels;
set the thread priority;
add the customer to a customer group;
add an internal note to the thread.
Example use cases
Assign all enterprise-tier threads to a dedicated account manager
Ignore threads that match common spam patterns automatically
Prioritize messages containing “outage”, “blocked”, or “vulnerability”
Route demo or trial-extension requests to sales
Send all
security@orprivacy@emails to your security lead
Managing rules
You can view, edit, or temporarily disable rules from Settings → Workflow rules. Disabling a rule doesn't delete it, but pauses it – it won't trigger while paused.