🎯️ Workflows: Set Up Intelligent, Flexible Responses in Zendesk

Workflows let you automate or suggest replies in Zendesk based on the specific context of each ticket - whether it’s a quick request, a common issue, or something more complex.

They’re flexible, powerful, and easy to build. Here’s how they work:

What’s in a Workflow

Mode

Choose how the Workflow behaves:

• Public – Automatically sends a public reply to the customer
   
• Internal – Automatically posts an internal note on the ticket
   
• Copilot – Suggests a draft for the agent to review and send
   
• Manual – Available for agents to run directly from the Stylo app
   

Note: Public and Internal Workflows only run automatically if Background Processing is enabled in your Workflow settings.

Intent Statement

A short, specific description of what the Workflow is meant to handle - like “customer wants to cancel their subscription.” The more focused, the better Stylo AI can do its job.

Conditions 

You can add field, tag, or text requirements.

Note: If you include both an intent statement and conditions, both must be met for the Workflow to automatically run. 

Template

This is what actually gets sent (or suggested). It can include:

• Plain text (formatted to your liking)
   
• AI-generated replies based on a prompt
   
• Choice Fields - where the LLM selects from a list of defined options based on the context and a prompt you provide
   
• Zendesk placeholders like: {{ticket.requester.first_name}}, {{ticket.id}}, {{ticket.subject}}, and more
   

Tip: For shipping-related Workflows, you can check the box to include Shopify order details like tracking number and fulfillment status directly in the response.

Tags Added

Tags are applied automatically when the Workflow runs (or, when the agent pastes the suggested draft into the Zendesk text editor). 

They’re useful for reporting, filtering, or even kicking off follow-up actions via Zendesk triggers or other Workflows.

Need help building your first few Workflows? The Stylo team is happy to help! Reach out to support@askstylo.com and we’ll walk you through it.