Workflows:
You can create a basic workflow if you order your automatic triggers. The key here is that they will be processed top to bottom. Note that shared triggers can have a different order in every inbox they are applied to.

Examples:
This will show how you can order triggers in different inboxes to achieve different workflows.

  • A trigger called "OnHoldIfActive" is shared between two inboxes, lets say Support and Billing. This trigger changes the status of a ticket to on-hold if the status is active
  • A trigger called "ClosedIfOnHold" is also shared between these inboxes and changes the status to closed if the status is on-hold

On the Support inbox the order of the triggers (i.e. the workflow) is
  1. OnHoldIfActive
  2. ClosedIfOnHold
On the Billing inbox the order of the triggers (i.e. the workflow) is
  1. ClosedIfOnHold
  2. OnHoldIfActive

Support Inbox flow:

When a new ticket arrives in Support, first of all OnHoldIfActive will be applied, followed by ClosedIfOnHold. In this case, OnHoldIfActive will change the status to on-hold, then ClosedIfOnHold will get applied next and change the status to closed

Billing Inbox flow:
This will be different if a ticket hits Billing, because of the order of the triggers in that inbox. Using our example above ClosedIfOnHold is applied first and nothing happens for that trigger as no conditions are met. Then OnHoldIfActive gets applied and changes the status to on-hold