The “Update ticket” action node lets you automatically update an existing SleekFlow ticket in a Flow Builder workflow.

Use this node when you want a workflow to update ticket information based on customer replies, workflow conditions, or data collected from previous nodes. For example, you can use it to:

• Change a ticket status from “Open” to “In progress”
• Update the ticket priority to “Urgent”
• Assign the ticket to a teammate
• Add workflow context to the ticket description
• Use variables from previous nodes to update ticket fields dynamically

Please note that the “Update ticket” action node only updates an existing ticket. It does not create a new ticket.

Before you begin

Before using the “Update Ticket” action node, make sure:

• You have access to Flow Builder
• Your workspace has access to the Ticketing feature
• Your workflow can identify which ticket should be updated
• You know which ticket fields you want to update
• Any variables you want to use are available from the trigger or previous nodes

Set up the “Update ticket” action node

Click on the “Update ticket” action node to open its node form, which appears on the right side of the screen.

The node form contains the following fields for you to set up the action.

Select the ticket to update

• Ticket ID: 
  • Enter the ID of the ticket you want to update. The workflow uses this ID to locate the existing ticket.
  • You can enter the ticket ID manually or insert a variable from the trigger or a previous node. For example, you can use a variable such as ticket.id if the ticket was identified earlier in the flow.
  • Make sure the ticket ID points to the correct ticket. If the ticket ID is invalid, the node may fail or update the wrong ticket.

Choose the ticket fields to update

Configure one or more fields that you want the workflow to update.

• Subject: Enter the new subject for the ticket. You can enter text directly or insert variables from the flow context.
• Type: Select the ticket type you want to apply to the ticket. The dropdown only shows ticket types available in your workspace.
• Status: Select the ticket status you want to apply to the ticket. The dropdown only shows ticket statuses available in your workspace.
• Priority: Select the ticket priority you want to apply to the ticket. The dropdown only shows ticket priorities available in your workspace.
• Description: Enter the new description for the ticket. You can add emojis or insert variables from the flow context. The description can contain up to 1024 characters.
• Assignee: Select the teammate you want to assign the ticket to. The dropdown only shows available users in your workspace.

Only the fields you configure will be updated. Fields left blank or unselected will remain unchanged.

What happens when the flow runs

When the workflow reaches the “Update ticket” action node, SleekFlow uses the configured ticket ID to find the matching existing ticket.

The node then updates the fields you configured in the “Setup” tab. Any fields that are left blank or unselected remain unchanged.

The “Update ticket” action node only updates an existing ticket. It does not create a new ticket or update unrelated tickets.

Best practices

• Use a ticket ID from the trigger or a previous node whenever possible. This helps make sure the workflow updates the correct ticket.
• Only configure the fields you need to update. This keeps the workflow easier to review and troubleshoot.
• Test the flow before publishing, especially if you use variables in “Ticket ID”, “Subject”, or “Description”.