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Automate business processes by connecting triggers that listen for events with actions that perform tasks. Every workflow needs exactly one trigger and one or more actions to create powerful automation across your integrated systems.

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What triggers and actions can do

React to ticket events

Trigger workflows when tickets are created, assigned, or change status

Automate ticket management

Update tickets, send messages, and move tickets through your workflow

Control workflow logic

Branch execution with conditional logic and decision trees

Use AI for decisions

Leverage AI to analyze context and make intelligent workflow decisions

Integrate with third parties

Connect with Slack, Microsoft Entra, Okta, Google Workspace, Fleet, Jamf, Linear, and more

Connect to any API

Use HTTP requests to integrate with external services

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Triggers

Every workflow needs exactly one trigger that listens for specific conditions and provides context to the rest of the workflow.

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Ticket triggers

Responds when new tickets are created in your workspace. Filter these triggers by channel, form, or priority to automatically assign tickets, set initial tags, or notify team members.Common use cases:
  • Auto-assign tickets based on form
  • Set initial tags for categorization
  • Send welcome messages to requesters
  • Notify team members of new tickets
  • Route tickets to specialized teams
Triggers when forms are submitted or when form data is updated on tickets. Filter by specific forms to run workflows only for particular form types, enabling targeted automation based on structured request information.Trigger behavior:
  • Fires when a ticket is created with form data
  • Fires when form field values are updated on existing tickets
  • Can filter to specific forms by form selection
Common use cases:
  • Route tickets based on submitted form type
  • Auto-assign tickets from specific request forms
  • Trigger approval workflows for access request forms
  • Send notifications when critical forms are submitted
  • Apply specific tags based on form type
  • Integrate form submissions with external systems
Triggers when categories are assigned or changed on tickets. Filter by specific categories to run workflows only for particular category types, enabling targeted automation based on ticket classification.Trigger behavior:
  • Fires when a ticket is created with a category
  • Fires when a category is changed on an existing ticket
  • Can filter to specific categories by category selection
Common use cases:
  • Route tickets based on assigned category
  • Auto-assign tickets from specific categories to specialized teams
  • Set priority based on category type
  • Send notifications when critical categories are assigned
  • Apply specific tags or workflows based on category
  • Integrate category assignments with external systems
  • Escalate tickets when specific high-priority categories are assigned
Triggers when tickets are archived in your workspace. Use this to clean up related resources, send final notifications, or update external systems when tickets are removed from active channels.Common use cases:
  • Clean up related Slack channels
  • Send final status notifications
  • Update external tracking systems
  • Archive related documentation
Activates when tickets are assigned to users. Use this to notify assignees, update workload tracking, or trigger onboarding workflows for new ticket owners.Common use cases:
  • Notify assignees of new assignments
  • Update workload tracking systems
  • Send assignment confirmation messages
  • Trigger assignee-specific workflows
Activates when tickets move between statuses. Configure these triggers to watch for specific status transitions and filter by channel or assignee. Use these to send notifications, update related systems, or trigger follow-up processes.Common use cases:
  • Send notifications on status changes
  • Update external systems when tickets are resolved
  • Trigger follow-up workflows based on status
  • Track ticket lifecycle metrics
Triggers when tags are added to or removed from tickets. The trigger provides information about which tags were added and which were removed, allowing you to respond differently based on the type of change.Output data:
  • ticketId - The ID of the ticket that was updated
  • action.added - Array of tag IDs that were added
  • action.removed - Array of tag IDs that were removed
Common use cases:
  • Escalate tickets when priority tags are added
  • Notify teams when specific tags are applied
  • Trigger workflows based on tag combinations
  • Track tag-based ticket categorization
  • Auto-assign tickets based on tag changes
Triggers when tickets are approved or declined through approval workflows. Use this to continue multi-step processes, notify stakeholders, or take action based on approval decisions.Common use cases:
  • Continue workflows after approval
  • Notify stakeholders of decisions
  • Provision access after approval
  • Handle declined requests appropriately

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Task triggers

Triggers when individual tasks within a task template are marked as completed. Workflows can take action the moment a task is finished, including pinging the owner of the next task to create seamless handoffs. Automations have access to both the current completed task and the next task in the sequence.Output data:
  • ticketId - The ID of the ticket containing the task
  • taskItemId - The ID of the completed task item
  • currentTask - Information about the task that was just completed
  • nextTask - Information about the next task in the sequence (if any)
  • currentTaskAssigneeIds - User IDs of assignees on the completed task
  • nextTaskAssigneeIds - User IDs of assignees on the next task
  • hasMoreTasks - Boolean indicating if there are more tasks remaining
Common use cases:
  • Notify next task assignees when their task becomes active
  • Send completion notifications to stakeholders
  • Update external systems when process steps finish
  • Trigger approval workflows for completed tasks
  • Create seamless task handoffs between team members
  • Escalate if tasks are completed outside SLA windows

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Message triggers

Triggers when messages are added to tickets. Use this to analyze message content, notify team members, or trigger automated responses based on message patterns.Common use cases:
  • Analyze message sentiment
  • Notify team members of updates
  • Trigger automated responses
  • Track conversation patterns

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Agent triggers

Allows AI Agents to trigger workflows through natural language rules. When you reference a workflow using @Workflow Name in an agent rule, the agent can execute that workflow based on user requests or specific scenarios.How it works:
  1. Create a workflow with an Agent Trigger
  2. Optionally configure a form to collect required information
  3. Reference the workflow in your agent’s rules using @Workflow Name
  4. The agent will trigger the workflow when conditions in the rule are met
Configuration:
  • Form (optional): Select a form to collect structured information before the workflow runs. If configured, users will see a pre-filled form to review and submit. Without a form, the workflow executes immediately.
  • Agents: Select which agents have access to trigger this workflow
Common use cases:
  • Automate employee onboarding processes triggered by agent conversations
  • Provision software access based on agent-identified needs
  • Create approval workflows for requests classified by agents
  • Trigger multi-step processes without manual intervention
  • Execute complex automations based on conversational context
Example rule:
When a user requests software access, ask which application they need and 
their business justification. Then trigger @Workflow - Software Access Request 
with the details provided.
Agents must have explicit access to workflows. Reference workflows in rules using @ mentions to grant access.

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Scheduled triggers

Runs workflows on a cron schedule. Use this to trigger recurring workflows, schedule periodic tasks, or automate time-based processes.Common use cases:
  • Schedule recurring workflows
  • Automate periodic tasks
  • Run time-based processes
  • Trigger scheduled reports

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Third-party integrations

Many integrations provide workflow triggers for events in their systems. See the Integrations overview to explore available triggers and actions for each integration.

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Actions

Actions perform work in your workflows. Actions use information from triggers and previous actions to make dynamic decisions and process data.

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Ticket actions

Generates new tickets with configurable properties like title, description, channel assignment, priority, and tags. Use information from triggers to populate ticket details or create follow-up tickets that reference original ticket information.Common use cases:
  • Create follow-up tickets for multi-step processes
  • Generate tickets from Slack messages
  • Auto-create tickets based on external events
  • Split complex requests into multiple tickets
Modifies 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.Common use cases:
  • Escalate tickets by changing priority
  • Add processing or status tags
  • Update custom fields based on workflow logic
  • Modify ticket properties dynamically
Changes 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.Common use cases:
  • Auto-resolve tickets meeting specific criteria
  • Move tickets through workflow stages
  • Add resolution notes automatically
  • Notify assignees of status changes
Updates the priority level for tickets based on workflow conditions. Use this to escalate urgent issues, adjust priorities based on SLA requirements, or dynamically prioritize based on ticket content.Common use cases:
  • Escalate urgent issues automatically
  • Adjust priorities based on SLA
  • Prioritize based on ticket content
  • Update priority after analysis
Assigns tickets to specific users or teams. Configure assignment logic based on ticket properties, user availability, or workload balancing rules.Common use cases:
  • Round-robin ticket assignment
  • Assign based on expertise or tags
  • Balance workload across team members
  • Route tickets to specific teams
Adds followers to tickets to keep stakeholders informed. Use this to automatically include relevant team members, managers, or cross-functional partners in ticket updates.Common use cases:
  • Add managers to high-priority tickets
  • Include cross-functional stakeholders
  • Keep team members informed
  • Notify relevant parties automatically
Adds approvers to tickets requiring approval workflows. Select approvers from Ravenna members or groups, including groups synced from third-party integrations.Assignment strategy:
  • All: Assigns everyone in the selected list as approvers. Any one of them can approve the request.
  • Round Robin: Assigns one approver from the list using rotation to balance workload across the team.
Common use cases:
  • Route approvals to managers with load balancing via Round Robin
  • Add all qualified approvers and let the first available person approve
  • Assign approvers by department using Round Robin for fair distribution
  • Reference access level assignment strategies for application access requests
Pauses workflow execution until a ticket receives approval or is declined. Use this to gate access provisioning, resource allocation, or other actions that require authorization.Behavior with assignment strategies:
  • Auto: Workflow continues immediately without waiting (auto-approved by system bot)
  • All: Waits for any one of the assigned approvers to respond
  • Round Robin: Waits for the single assigned approver to respond
  • Honors the assignment strategy set by preceding “Add Approvers” actions
Common use cases:
  • Gate access provisioning until an approver responds
  • Wait for manager approval before proceeding
  • Pause before resource allocation until authorized
  • Reference access level assignment strategies for application requests
Pauses workflow execution until specific users send messages on a ticket. Use this to wait for customer responses, team input, or specific user feedback before continuing the workflow. The action automatically excludes workflow-generated and AI-generated messages.Configuration:
  • Message Authors: Select users or groups whose messages will resume the workflow
  • Timeout Duration: Maximum time to wait (default: 3 days, supports values like “1h”, “2d”, “1w”)
  • Message Sources (optional): Filter by Web, Email, or Slack. If not specified, messages from all sources are accepted.
Output data:
  • isSuccess - Boolean indicating if a matching message was received before timeout
  • ticketMessageId - The ID of the message that resumed the workflow (if successful)
Common use cases:
  • Wait for customer responses before proceeding
  • Pause until specific team members provide input
  • Hold workflow until user confirms information
  • Wait for feedback before taking next action
  • Resume automation when stakeholders respond
Adds tags to tickets for categorization and filtering. Use this to automatically tag tickets based on content analysis, form, or workflow conditions.Common use cases:
  • Auto-tag based on content
  • Categorize by form
  • Add processing status tags
  • Tag for reporting purposes
Relocates tickets between different workspaces, channels, or statuses within your organization. Use to transfer tickets between teams, escalate issues to different departments, or reorganize tickets based on changing requirements. The action supports cross-workspace moves while maintaining ticket history and context.Common use cases:
  • Transfer tickets between teams
  • Escalate to different departments
  • Move tickets across workspaces
  • Reorganize tickets based on criteria
Sends customer satisfaction surveys to users after ticket resolution. Use this to gather feedback, measure service quality, and identify areas for improvement.Common use cases:
  • Survey after ticket resolution
  • Measure service quality
  • Gather user feedback
  • Track satisfaction metrics
Monitors tickets until specific conditions are met, then continues workflow execution. Use this to wait for status changes, message updates, or other ticket events before proceeding.Common use cases:
  • Wait for status changes
  • Monitor for specific updates
  • Track ticket progress
  • Trigger actions on conditions
Pauses workflow execution until a ticket has been inactive for a specified duration. Use this to automatically take action when requests go quiet, helping teams stay responsive by resolving or closing tickets when people stop responding. This keeps channels clean and SLAs on track.Common use cases:
  • Auto-resolve tickets after inactivity period
  • Close stale tickets automatically
  • Send reminder messages before auto-closing
  • Escalate tickets with no response
Sends new messages on tickets to communicate with requesters or team members. Use this to provide updates, request information, or share automated responses.Common use cases:
  • Send automated updates
  • Request additional information
  • Share status notifications
  • Provide automated responses
Checks if there are any new messages on a ticket since the last check. Use this in monitoring workflows to detect when users respond or team members add updates.Common use cases:
  • Detect user responses
  • Monitor for team updates
  • Track conversation activity
  • Trigger actions on new messages

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Control flow actions

Pauses workflow execution for specified durations. Use these to create delays between actions or allow time for external processes to complete.Common use cases:
  • Add delays between actions
  • Wait for external processes
  • Create timed follow-ups
  • Implement timeout logic
Evaluates conditional expressions to make workflow decisions. Use this to branch workflow logic, filter actions based on conditions, or implement complex decision trees.Common use cases:
  • Branch workflow logic
  • Filter actions by conditions
  • Implement decision trees
  • Create conditional paths
Provides conditional branching with if/else logic. Use this to execute different actions based on conditions, handle multiple scenarios, or create alternative workflow paths.Common use cases:
  • Execute different actions
  • Handle multiple scenarios
  • Create alternative paths
  • Implement conditional logic
Jumps to a specific node in the workflow. Use this to create loops, skip steps, or implement complex workflow navigation patterns.Common use cases:
  • Create workflow loops
  • Skip workflow steps
  • Implement navigation patterns
  • Jump to specific nodes

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AI actions

Transforms 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.Common use cases:
  • Generate ticket summaries for handoffs
  • Create executive briefings
  • Summarize resolution steps
  • Extract key decisions from conversations
Evaluates 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.Common use cases:
  • Route tickets based on content analysis
  • Make priority decisions contextually
  • Evaluate sentiment for escalation
  • Determine appropriate next actions
Embeds AI reasoning directly into workflows to analyze context, generate responses, or make dynamic decisions. Use this to summarize information, draft messages, determine next steps, or process unstructured data based on custom instructions you provide.Common use cases:
  • Summarize ticket context for handoffs
  • Draft response messages based on ticket content
  • Generate dynamic next steps from conversation history
  • Analyze sentiment or urgency from messages
  • Extract structured data from unstructured text
  • Create custom summaries for specific audiences

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Tools actions

Calls external APIs to integrate with third-party services. Use this to send data to external systems, fetch information from APIs, or trigger actions in other platforms.Common use cases:
  • Integrate with third-party services
  • Send data to external systems
  • Fetch information from APIs
  • Trigger actions in other platforms

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Third-party integrations

Many integrations provide workflow actions for automating tasks in their systems. See the Integrations overview to explore available triggers and actions for each integration.

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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.

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Best practices

Create triggers with precise conditions to avoid unnecessary executions. Use filters for channel, 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. This makes workflows more reliable when they need to retry after failures.
Test workflows with realistic data that represents actual conditions. Pay attention to edge cases and error conditions to ensure workflows handle unexpected situations gracefully.
Give triggers and actions clear names that explain what they do. This makes workflows easier to understand and maintain, especially when multiple team members work with them.
Add descriptions explaining non-obvious logic or business rules. This helps team members understand why workflows behave in certain ways.