Automate repetitive tasks through Workflows

Workflows in SparrowDesk help you automate repetitive tasks in your support process.

If you or your team often perform the same actions over and over again, workflows can handle them for you—automatically.

This helps your team:

Save time
Respond faster
Stay consistent and reduce manual errors
Focus on high-impact work

Ready-to-use workflows provided by SparrowDesk

We provide a few out of the box workflows to help you get started. These cover common automation needs. You can use them as-is or customize them further.

1. Auto-Close Tickets

Automatically closes tickets that have been inactive for a set number of days.
Useful for cleaning up your inbox and reducing clutter.

2. Self-Assign on Reply

Automatically assigns the ticket to the agent who replies.
Ideal for teams where agents pick up unassigned tickets from a queue.

If you don’t need them you can easily turn it off from your workflow settings.

Create your own workflows

SparrowDesk offers a visual workflow builder. Where you drag, drop, and connect blocks to create automations that match your exact needs.

Here’s what you can do:

Define triggers: Choose when a workflow should run (e.g., when a ticket is created, updated, or replied to).

Add conditions: Add rules that narrow down when the workflow should apply.

Set up actions: Tell SparrowDesk what to do, like:

Update ticket fields
Send a reply
Assign to an agent or team
Add or remove tags
Trigger external webhooks (to notify third-party tools)

Manage your workflows

Go to Automations → Workflows to see every workflow in your account. For each one, the list shows its name, whether it's active, and how often it has been running.

The No. of Runs (30d) column counts only the last 30 days, not the workflow's whole history. An example- a workflow that has run 500 times since you built it but only 12 times this past month shows 12.

This means the number can go down from one week to the next. That is not a problem with the workflow. It means older runs are now more than 30 days old, so they are no longer counted.

Editing a workflow does not reset this number to zero.

Ready to create your first workflow?

Start Building ? → Create a workflow
Explore building blocks? → Workflow block library