The SupportCandy Workflows add-on is a powerful automation engine for the SupportCandy WordPress helpdesk plugin. It allows you to create “If This, Then That” rules to handle repetitive tasks, reducing manual effort for your support agents.
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The add-on splits automation into two distinct methods:
Automatic Workflows: These run in the background based on system events (e.g., a ticket is created or a status changes).
Manual Workflows: These appear as a “Workflow Widget” on the ticket sidebar. Agents can click a single button to trigger a sequence of complex actions (e.g., a “Spam & Delete” button or “Escalate to Tech”).
Each workflow is built using three components: Triggers, Conditions, and Actions.
| Component | Examples of Available Options |
| Triggers | Create New Ticket, Ticket Reply, Submit Private Note, Change Subject, Change Category. |
| Conditions | Ticket Status, Priority, Category, Custom Fields, Agent-only fields, Customer fields. |
| Actions | Add Reply, Add Private Note, Change Status, Change Priority, Change Assignee, Update Ticket Fields, Change Subject, Change Recipient. |
Advanced Logic: Supports multiple conditions using operators like “Equal to,” “Matches,” or “Has word.”
Multi-Action Sequences: A single trigger can execute dozens of actions simultaneously (e.g., change status TO In Progress AND assign TO Agent B AND add a Private Note).
Permission Control: You can restrict which agent roles are allowed to see or trigger specific manual workflows.
Logging & Auditing: Keep track of which workflows were executed on specific tickets for accountability.
Time-Based Actions: Schedule actions to occur after a specified period (e.g., “If no reply for 24 hours, send a reminder”).
To run the Workflows add-on, your environment must meet the following:
Base Plugin: SupportCandy (Core) must be installed and active.
WordPress Version: 4.0 or higher (5.8+ recommended for full UI compatibility).
PHP Version: 7.4 or higher (Compatible with PHP 8.2).
Database: MySQL 5.5 or higher.
