Workflows
Workflows are event-driven automations. When something happens to a ticket (created, escalated, reassigned), the workflow engine evaluates matching rules and runs their actions. Build them in the visual editor on the Workflows page: drag nodes from the palette, connect them, configure each one inline.
Triggers
A workflow starts from an event trigger. The supported events:
| Trigger | Fired when |
|---|---|
ticket.created | A new ticket lands (support page, email, API) |
ticket.status_changed | A ticket transitions between statuses |
ticket.priority_changed | Priority is set or changed |
ticket.reopened | A customer reopens a resolved ticket |
ticket.team_assigned | A team is set on the ticket |
ticket.user_assigned | An agent is set on the ticket |
ticket.comment_added | A reply or internal note is posted |
Conditions
Condition nodes gate the path with simple field comparisons read from the ticket:
{ "field": "ticket.priority.key", "op": "equals", "value": "urgent" }
Available fields include the ticket's priority, status (and its category), subject, assignee, and team.
Actions
| Action | Effect |
|---|---|
set_status | Move the ticket to another status |
set_priority | Change the computed priority |
assign_user | Assign a specific agent |
assign_team | Route to a team's queue |
add_internal_comment | Leave a note visible to agents only |
send_notification | Notify agents through a channel (e.g. email) |
send_to_connector | Post a message to a connected tool (see webhooks) |
If an action fails, the failure is recorded in the run history; the run itself is never lost.
Run history
Every run is recorded with its trigger event, the evaluated conditions, each node's result, and per-node timing. The Runs table on the workflow page shows them with a duration bar per node, which makes a misbehaving automation obvious at a glance.
Next
- Read tickets-and-statuses for the event source of truth.
- Configure outbound delivery in webhooks.