Triggers
Every workflow needs exactly one trigger that listens for specific conditions and provides context to the rest of the workflow.Ticket Triggers
Ticket Created triggers respond when new tickets are created in your workspace. Filter these triggers by queue, request type, or priority to automatically assign tickets, set initial tags, or notify team members. Ticket Status Changed triggers activate when tickets move between statuses. Configure these triggers to watch for specific status transitions and filter by queue or assignee. Use these to send notifications, update related systems, or trigger follow-up processes.Slack Triggers
Slack Reaction Added triggers respond when users add specific emoji reactions to messages. Filter by emoji type, channel, or user to escalate tickets or create tickets from flagged messages.Actions
Actions perform work in your workflows. Actions use information from triggers and previous actions to make dynamic decisions and process data.Ticket Actions
Create Ticket actions generate new tickets with configurable properties like title, description, queue assignment, priority, and tags. Use information from triggers to populate ticket details or create follow-up tickets that reference original ticket information. Update Ticket actions modify existing tickets by changing properties like priority, tags, or custom fields. Use these to escalate tickets, add processing tags, or update fields based on workflow progress. Status management actions change ticket status and can include resolution notes or assignee notifications. Use these to resolve certain types of tickets or move tickets through your support process based on completion criteria. Assignment actions distribute tickets by assigning them to specific users or teams. Configure assignment logic based on ticket properties, user availability, or workload balancing rules.Slack Actions
Send Direct Message actions deliver private messages to specific users. Use these to notify assignees about new tickets, alert managers about escalations, or provide status updates to requesters. Messages can include dynamic information from earlier workflow steps. Send Channel Message actions post to Slack channels with optional mentions and formatting. Use these to announce high-priority tickets, share status updates, or coordinate team responses. Slack Mirror actions create real-time connections between tickets and Slack channels, keeping conversations synchronized for teams that work in Slack but need ticket tracking.User Management Actions
Okta integration actions manage user access by adding users to groups or applications. Use these for onboarding workflows that grant appropriate access based on user roles or department information. User group management maintains proper access controls by adding or removing users from groups based on workflow conditions.Utility Actions
Wait actions pause workflow execution for specified durations. Use these to create delays between actions or allow time for external processes to complete. Arithmetic actions perform calculations on workflow data to count items, calculate scores, or process numeric information from tickets.AI Actions
Summarize Ticket
Use AI Summarizer to transform complex ticket histories into clear, actionable summaries. AI distills essential information from lengthy conversation threads and status changes into concise summaries that capture what happened, what was decided, and what outcomes were achieved.AI Decision Maker
Use AI Decision Maker for complex conditions that require contextual evaluation beyond simple rule-based logic. The workflow continues down one of two paths based on the AI’s decision.Configuring Triggers and Actions
Use filters to ensure workflows only execute for relevant events. Test your trigger conditions with realistic data to verify they work as expected. Action configuration involves mapping data from triggers and previous actions to action inputs. The workflow builder provides tools to reference information from earlier steps. Data flows automatically between workflow steps. Information captured by triggers becomes available to actions.Best Practices
Design triggers with specific conditions to avoid unnecessary executions. Use filters for queue, priority, status, or user criteria. Monitor trigger frequency to identify issues with overly broad conditions. Configure actions to be idempotent when possible so they can be safely repeated without causing problems.Creating Workflows
Learn how to build workflows using triggers and actions.