Enable workflows for a case

Workflows are templates that you build once and activate in specific cases. You enable workflows from inside each case.

Go to case workflows

Open a case and click Workflows in the left sidebar.

Case workflows page

The case workflows page shows all workflows available for this case. If no workflows are enabled yet, you see an empty state with a button to go to the Workflows section.

Workflows are designed in the Workflows page. You can create personal workflows or use shared company templates.

Activate a workflow

From the case workflows page, you can activate any available workflow template:

Click Activate to enable a workflow for this case. Once activated, the workflow can run based on its trigger type.

How workflows run

After activating a workflow, it runs automatically based on its trigger:

• Manual triggers — Click Run to start the workflow on demand

• Scheduled triggers — Run automatically on the schedule you configure

• Email triggers — Run automatically when emails arrive in the case inbox

• Deadline triggers — Run automatically before important dates

• Assignment triggers — Run when case assignments change

Next steps

Learn about workflow triggers to understand how each type starts the workflow automatically or on demand.