Triggers

What can start a workflow, from a new thread to a schedule.

Triggers control when a workflow starts. Conditions are decision points inside the workflow that check something about the thread and split the flow into two paths.

Manual

You run the workflow yourself. Open a thread, click Run workflow, and select which workflow to run. Useful for on-demand processes like escalation procedures.

Automatic

The workflow runs automatically when a thread event happens. You choose which events during setup:

• Thread created

• Message added

• Labels changed

• Tier updated

• Thread escalated

• Priority changed

• Status changed

• Thread field created

• Thread field updated

You can select multiple events for one workflow. For example, trigger on both Thread created and Message added to catch new threads and follow-up messages.

One run per event

Every event starts a separate run. A workflow set to both Thread created and Message added runs twice on a thread that arrives with a message on it, once for each event.

Run order applies to one event at a time. Workflows on different events run independently.

To keep two workflows in a fixed order, put them on the same trigger.