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  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
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On this page
  • What are Workflow Actions?
  • Change Status
  • Assign to Agent
  • Set Tag
  • Set Priority
  • Ignore & Discard
  • Notify
  • Push into the Gmail Inbox of
  1. Workflows

Workflow actions

Learn how to apply an action when a workflow matches a condition.

PreviousWorkflow conditionsNextRound Robin assignment

Last updated 11 months ago

What are Workflow Actions?

One or more workflow actions can be triggered when an email matches a set of An action is a particular event that should run when a new ticket arrives.

Change Status

Automatically change the status of a Keeping support ticket to Open, Closed, or Pending.

Assign to Agent

Automatically assign the ticket to an agent. Note that the agent must have permission to the mailbox, and that multiple agents can be assigned by invoking this action multiple times.

Set Tag

Automatically set a tag to the support conversation. If you haven't created any tags yet, organization admins can do so in your .

Set Priority

Automatically set the priority of a support conversation to Low, Medium, or High.

Ignore & Discard

This special action will discard the incoming ticket, and Keeping will not create a support ticket for the incoming email. However, a copy of the email will remain in your support mailbox

Notify

Push into the Gmail Inbox of

Keeping will push a ticket into the main Gmail inbox of the selected agent. This effectively unarchives the email by adding the Inbox Gmail label to the email.

Keeping will push a desktop notification to the selected Keeping agent. The agent will need to .

workflow conditions.
preferences
enable desktop notifications