Workflows are available in the following modules,
Requests, Solutions, Contacts, Accounts, Contracts & Products
In all organization, a pre-defined process will be followed for assignment of tickets, tracking status, setting due dates & sending notifications.
Workflow can be triggered whenever a new request is created, modified and also when a new response is received for an existing ticket.
Workflow will be executed based on the rule criteria. For each workflow that is triggered, you can assign task, send notification or update fields or do all of them together.