Triggers
The four events an automation workflow can start from — status changes, new tickets, chat messages, and packages linked after creation — and the data each one publishes.
Every workflow starts with a single trigger node. It names the ticket event the workflow listens to, and publishes that ticket's data to the nodes after it.
Triggers have no configuration of their own. They pass the ticket's data — status, priority, tags, linked packages, assignees, and the form button the ticket was opened from — to the nodes that follow; condition nodes do all the filtering.
The four triggers
| Trigger | Fires when | Publishes, on top of the ticket data |
|---|---|---|
| Status changed | A ticket moves from one status to another | Previous status, New status |
| Ticket creation | A new ticket is opened | Ticket source |
| On chat message | A user sends a chat message in a ticket | Message author type, Message content, Message author, Message ID |
| Package selected | A package is linked to a ticket after it was created | Selected packages, Selected package names |
Status changed
Fires whenever a ticket moves from one status to another. Both ends of the transition are published, so a condition can test where the ticket came from, where it went to, or both.
One case does not fire it: when a customer requests ticket closure from the portal, that transition does not trigger workflows. The same status reached through a staff status change does.
Ticket creation
Fires whenever a new ticket is opened — from the portal, the dashboard, or the API — including the package it was opened about. The ticket's first message belongs to this trigger, not to On chat message.
On chat message
Fires whenever a user sends a chat message in a ticket, whether they are a customer or a member of your team.
- The ticket's first message counts as Ticket creation, not as a chat message.
- System event lines and the messages automations post themselves never fire it.
- To react to customers only, add a condition on Message author type is
customer(the other value isstaff).
Package selected
Fires when a package is linked to a ticket after it was created:
- the customer answering the AI package picker,
- a team member setting it from the ticket,
- or a Set package action.
A package chosen at creation belongs to Ticket creation instead, so the two never fire for the same choice; unlinking a package fires neither. The trigger publishes the packages that were just linked (Selected packages and Selected package names), next to the ticket's full list.
Order versus the AI auto-reply
For Ticket creation, On chat message and Package selected, the workflow's actions run before the AI auto-reply is scheduled, so an automation can adjust the ticket before the AI answers about it.
Example
Only customer replies bump the priority.On chat message → condition Message author type is
customer→ Set priority to High. A team member's own reply leaves the priority alone, because the condition sends it down the False branch, which is connected to nothing.