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Workflow Automator - Ability to have multiple branches off of a Condition

Related products:Freshservice
  • September 2, 2025
  • 3 replies
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You should be able to have multiple branches off of a condition. Then in the condition be able to specify which branch it goes to based on what part of the condition. 

 

Use case would be if a customer selects a certain option within a dropdown. Instead of having to create multiple conditions based on the same field, you should be able to say Run this condition on this field. If they select option 1 it goes down this branch, if they select option 2 it follows this branch, etc. It is cleaner and easier to read in the workflow. Also means there is no yes and no condition and having to build the same rule multiple times with the same field but for each. 

 

Then be able to bring the workflow back to the same branch e.g. after that condition is met (as it may go to different teams based on the selection but then always follow the same workflow after, you should be able to direct it back to the same flow.

3 replies

mrthomas9897
Community Debut
  • Community Debut
  • September 5, 2025

You’re describing something very similar to switch/case logic (multiple branches off a single condition) instead of the current yes/no split. Right now, most workflow tools only let you evaluate one outcome at a time, which is why you end up duplicating the same condition field across multiple steps.

A couple of options you might consider:

  1. Use a “Switch” or “Case” action – Some platforms (like Power Automate, Zapier, or advanced workflow builders) already support this, where you can branch once on a field value and send each option down its own path. If your tool doesn’t have it, it’s worth checking if there’s a feature request or beta.

  2. Workarounds: You can sometimes simulate multi-branching by nesting conditions or using a single condition step with multiple outcomes mapped (e.g., “If dropdown = A → Team A, If dropdown = B → Team B”). It’s not always pretty, but it avoids repeating the same field check multiple times.

  3. Rejoining flows: Some workflow platforms let you merge paths back together using connectors or shared subsequent steps. If not, you usually have to duplicate the “post-condition” steps for each branch, which can get messy.


joelengelhardtcrsrds
Community Debut

Yes! We need a way to rejoin Flows after a Condition! In other words: a way to evalulate many Conditions in parallel instead of everything being path dependent. 

E.g., say a Requester has (3) fields: [Department], [Default Agent Group for Tickets], [VIP]. 

  1. Every time a Ticket is created, we’d like to set seperate Ticket fields based on these (3) fields from the Requester.
  2. We’d like to make a Note on the Ticket depending on their Department, with helpful links for Agents.
  3. We’d also like to assign the Agent Group based off the Requester’s [Default Agent Group].
  4. Finally, we’d like to raise the Ticket priority if they’re a VIP.  

Right now, I don’t know of a way to run parallel conditions on each of these fields inside (1) Workflow Automator.

Because the Automator run path diverges at each condition, we’d have to make a hierarchy of many Condition blocks after each Condition. Rather, I’d like to be able to split the program run path into (3) parallel paths to make programming and management so much easier! 


kpatterson
Top Contributor ⭐
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  • Top Contributor ⭐
  • December 22, 2025

@joelengelhardtcrsrds Until they offer something like a rejoin, while far from elegant, to avoid ending up with highly matrixed workflows, we’ve opted to have multiple smaller workflows.  Effectively a separate workflow for each of the tasks you identified as wanting to perform.  The drawback is we have nearly a hundred workflows currently. But, it does have the benefit (with good naming strategy) that you can easily pinpoint the workflow that needs updating as things change over time.