Workflows are usually used to avoid routine work. For example, workflows can check any updates in one data source and, according to them, update another data source. Let’s say that you’d like to assign a task to an agent after a ticket has been solved and some fields were filled. Here is how you can do that.

Scenario Automation's let you carry out a bunch of updates to the ticket with a single click. They help you quickly handle recurring scenarios. For example, you could create a scenario to “Mark a Ticket as a Bug”, “Assign to the QA team” and send an email to the product manager so you can process customer reported bugs with a single click.

Lets create a new Workflow

1. Go to Admin > Manage > Workflow
2. Click on [Create] button.
3. Select the name of your workflow, execution order (order number in which different workflows will run), status and target channel.
4. Select the Workflow Rule and Workflow Action depending upon your request i.e (you want to assign priority Normal to email test@gmail.com.
5. After this click the [Submit] button. Then all the tickets coming from test@gmail.com will set its priority to Normal.