• Overview
• Prerequisites
• How does automated helpdesk ticket workflow work?
• Setting Up Ticket Automation

Overview

This article explains how to set up automated ticket workflows in Merchant Central’s Helpdesk module using status triggers.

Automating ticket creation can save your staff time, reduce missed requests, and ensure consistent follow-up when leads move through your sales funnel or merchants reach key milestones.

You'll learn how triggers and rules in Merchant Central can auto-generate tickets (or prompt for them), assign users or user classes, and manage defaults — all to transform manual ticket tasks into seamless workflows.

Prerequisites

• Admin access to Status States & Triggers and Ticket Types
• One or more Ticket Types configured with default assignment, priority, checklist, etc.
• Defined user classes in the system, if you plan to auto‑assign by class

How Does Automated Helpdesk Ticket Workflow Work?

Automated ticket creation is enabled by configuring a status-based trigger to generate helpdesk tickets automatically. You can configure one of the following trigger types:

• Status Change Trigger – activates when a lead transitions into a predetermined status.
• Status Age Trigger – activates when a lead remains in a predetermined status for a specified duration.

Both triggers can be configured to:

• Auto‑create a ticket, using default subject, description, assignment, and settings
• Prompt the user to create a ticket, giving them the choice to create the ticket or cancel

💡When prompting the user, ticket creation can be made mandatory — blocking the status transition until a ticket is successfully created.

Defaults (subject, description) can use static text or dynamic fields (e.g. merchant name) so each ticket is relevant to the specific record.

You can also control assignment logic:

• By user class (every time) – all users in the class are assigned
• By user class (round‑robin) – one user from the class is assigned in rotation

This relieves you from managing user-level assignments manually.

💡For more information on managing status triggers and ticket settings see our articles on Status Triggers and Configuring Ticket Types, Categories & Outcomes.

Setting Up Ticket Automation

To set up a status trigger for ticket creation, follow these steps:

1. Navigate to Manage → Leads → Status States & Triggers.
   
2. Find the Status Category containing the status you want to automate, and click the Configure Status Triggers icon on the status.
   
3. Choose Status Change or Status Age tab (depending on how you wish the trigger to be activated) and click Add New Trigger.
   
4. Enable the “Create Helpdesk Ticket” option
   
5. Choose whether the ticket is created automatically or upon user prompt
6. Select the Default Ticket Type
7. Fill in default ticket subject & description. Type '@' to insert lead field placeholders (e.g. the DBA name)
8. Click Add to save your trigger

💡If you select the “Prompt to create ticket” option, the user will be prompted to manually create a ticket whenever the status is changed. Optionally, you can require the user to create a ticket before the lead can be moved to the new status.

💡The new ticket prompt appears only when the lead status is changed manually, and not through other methods such as API calls, lead data imports, or automated processes.

Assign Users to Helpdesk Tickets

Users are automatically assigned to new tickets based on the rules defined in the default ticket type selected in your status trigger settings.

To configure the assignment rules for a helpdesk ticket type, follow these steps:

1. Go to Manage → Helpdesk → Ticket Types.
   
2. Locate the ticket type you want to modify, and click Edit 
   
3. Select the users or user classes to assign tickets to — either manually each time or via the round-robin method.
   
4. Click Update to save your changes.