Actions in Thena workflows are the tasks that are performed when a workflow is triggered and its conditions are met. This guide explains how to set up and manage actions effectively.
Actions are the operations that a workflow performs to automate tasks. They can modify tickets, send notifications, update records, or integrate with external systems.
Update ticket: Set priority = "urgent" Set group = "escalation" Add tag = "escalated"Send notification: To = ticket.assignee.manager Subject = "Urgent ticket escalation" Body = "Ticket #{ticket.id} has been escalated."
Send email: To = ticket.requester.email Subject = "We've received your request" Body = "Thank you for contacting us. Our team will respond during business hours."Add internal note: Note = "Auto-response sent (after hours)."
After setting up your workflow actions, you may want to explore other features of the Thena platform, such as reporting to analyze the effectiveness of your workflows.
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