Question

I am working on a ticketing system and would like to set up an automation to notify the submitter when their ticket's status changes but I'd like to customize the alert message depending on the status that the ticket was changed to. Is it possible to do this in one workflow? Or would I need to create a workflow for each ticket status in order to customize the message?

For example:

If status changes to "In Progress" then send an alert to submitter where the alert says "Your ticket is In Progress, expect an update in 3 days"

If status changes to "Closed" then send an alert to submitter where the alert says "Your ticket is has closed. Please submit a new ticket if the issue persists."

KPH · Accepted Answer

You can create a single workflow with multiple conditions (one per status) and use different messages for each condition. Otherwise, you would need to put the dynamic text into your sheet and use IF functions to display the correct text based on the Status, then have that text inserted into the message.