Automation workflows
Build visual workflows that react to ticket events, post automatic messages, assign tickets, notify Discord, and review every run.
Automations let your team build visual workflows on a node canvas. A workflow starts with one trigger, then flows through any number of conditions and actions. When the trigger's event happens on a ticket, every enabled workflow of the project listening to that event is evaluated independently.
Workflows live in Automations, in the dashboard's main menu. Viewing the page requires the automations.view permission; creating, editing, enabling, or deleting workflows requires automations.manage.
The three building blocks
| Block | How many | What it does |
|---|---|---|
| Trigger | Exactly one, at the start | Names the ticket event the workflow listens to, and publishes that ticket's data to the nodes after it |
| Condition | Any number, optional | Tests one field of that data and routes the workflow through its True or False output |
| Action | At least one | Does something: posts a message, assigns the ticket, sets a priority, notifies Discord, calls a webhook |
Conditions can branch: each one has a True and a False output, so a workflow can do one thing when a condition matches and another when it doesn't. Actions publish data too, so a condition placed after an action can test what that action did.
A workflow, end to end
Say a resolved ticket should thank the customer and then close itself a few days later:
- Start with the Status changed trigger.
- Add a condition on New status is Resolved, so the rest only runs on that transition.
- On the condition's True output, add a Post message action:
Glad we could help, {customer.name}. This ticket will close on its own in 3 days if you have nothing to add. - After it, add a Schedule closure action set to 3 days.
- Save the workflow, then turn it on.
From then on, every ticket moved to Resolved gets the message and the scheduled closure, and each evaluation is recorded in the run history.
In this section
| Page | What it covers |
|---|---|
| Triggers | The four events a workflow can start from, and the data each one publishes |
| Conditions | Testable fields, operators, and how True/False branching works |
| Actions | The ten actions, what each one does, and when it declines to |
| Placeholders | The {path} tokens you can drop into messages, Discord embeds, and webhook bodies |
| Building workflows | Graph rules, branch order, drafts, and automations triggering each other |
| Runs and quota | Run history, the monthly run quota per plan, and the workflow cap |