Table of Contents

Workflows

Niamh Ferns Updated by Niamh Ferns

For how to setup a Workflow with Power Automate, your can read more here on our DeskDirector Connector: DeskDirector Connector Triggers

The Workflows dashboard in the Admin console is the central place for managing and viewing all Workflows and also Power Automate flows that use a DeskDirector premium connector trigger. In the Admin Portal, head to Advanced > Workflows to configure and work with Workflows.

The Workflows dashboard and its namesake feature are only available on certain DeskDirector plans. You may still subscribe to regular webhooks if Workflows are not available and you do not want to upgrade your plan.

What are Workflows?

Workflows are the name we have given to what is essentially a more flexible and powerful version of our current webhooks feature. Advantages of using Workflows over webhooks include:

  • Support for filtering, with multiple filters available
  • Easily toggle to enable or disable Workflows
  • Ability to view Workflow trigger and run history

Workflows Dashboard

  • Workflow list. Click on a Workflow to bring up an overview.
    • Created by: Admin created Workflows are created within DeskDirector. Workflows created by Power Automate indicate they are flows that use a DeskDirector connector trigger.
    • Type: filter Workflows by trigger type.
    • State: filter Workflows by status. Only admin created Workflows can have an enabled or disabled state. Workflows from Power Automate will only appear if the flow is on. If the flow is turned off, it will not appear in the list.

Workflow Overview

Webhook Secret (only for Admin created Workflows)
  • Use to verify webhook sender
Run History
  • All records: toggle to show filtered runs (trigger event occurred but did not pass filters)
  • 28-day run history: click to see all runs
  • Run time: click on the run time to to see trigger, filter logic and webhook payload
  • Run ticket number: if ticket based Workflow trigger, click to filter all runs from that ticket

How to Setup a Workflow

Creating the Workflow

  1. In the Admin Portal, navigate to Advanced > Workflows > New Workflow
  2. Now in the Workflow overview, go to Edit if you want to add some filters
  3. In the Workflow editor, you can add filters by adding steps
  4. If you want to trigger something outside of Power Automate, add a Webhook action. If you are using with Power Automate, then don't add a Webhook action.
  5. Save and enable the Workflow.

Registering Workflows in Power Automate

If you are using Power Automate, registering and using these Workflows is easy.

  1. In Power Automate, select the Workflow trigger and find the Workflow you just created. The description you add here will be displayed in the Workflow editor in DeskDirector so be sure to make it clear.
  2. Save your Power Automate Flow.
  3. Now back in the Workflow editor, you should see that the webhook action was automatically added.
  4. To test the Workflow, click on a run in the run history to see the filtering and webhook payload.

DeskDirector Workflow Notes & Limitations

  • A Workflow will not trigger, even if enabled, until there is at least one action
  • Workflow filters are all AND together
  • Some filters have limits e.g you can select up to 10 companies for the company filter
  • Currently only one action available is available Webhook

Frequently Asked Questions

"Why is a ticket is completely missing from the run history? It's not there even when all status filters are enabled."

Tickets that do not have a contact assigned to them will not trigger any webhooks or workflows. This may be the case with notification tickets that are created via email connector.

You will need to create a contact for the email address if you need those ticket to trigger something. Be wary not to create a ticket loop, as some notification event email addresses may reply with an automated message. For example, your workflow closes the ticket, an email notification is sent, an automated message is sent back, reopening / possibly creating another ticket.

"My ticket has a contact but still isn't showing in the run history?"

This can sometimes happen for users that are using a PSA integration due to a failure during syncing. Please make sure your tickets are correctly syncing in DeskDirector by heading to System > Data Sync in the Admin portal. If you tickets are still failing to sync after performing a manual sync, you can reach out to our support team.

"I've created a Workflow in DeskDirector but it is not showing in the Power Automate trigger's dynamic field?"

Workflows can sometimes take some time to sync over and show in Power Automate. However, they are still usable even if they aren't showing. If you open your Workflow in DeskDirector, you will see the Workflow ID in the URL for the Workflow.

You can use this ID as a custom value in the Power Automate trigger.

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