Workflow Triggers
Fire events from tickets into your CRM's automation engine
Workflow triggers let your helpdesk push events into your CRM's native automation builder. When something happens to a ticket, the helpdesk fires an event that your CRM can listen for and act on — sending notifications, updating records, starting email sequences, or anything else your CRM's automation supports.
Available triggers
The helpdesk fires the following events:
| Trigger | Fires when |
|---|---|
| Ticket created | A new ticket is created (manually, via email, or from the CRM) |
| Status changed | A ticket moves to a different status (e.g. Open to In Progress) |
| Priority changed | A ticket's priority level is updated |
| Assigned | A ticket is assigned to an agent |
| Escalated | A ticket is escalated to a higher tier or supervisor |
| Resolved | A ticket is marked as resolved |
| Reopened | A previously resolved ticket is reopened |
| SLA warning | A ticket is approaching its SLA response or resolution deadline |
| SLA breached | A ticket has missed its SLA target |
| Message received | A new message (reply or note) is added to a ticket |
| Merged | Two or more tickets are merged into one |
Each event includes data about the ticket — subject, priority, assigned agent, contact, and other relevant fields — so your CRM automation has the context it needs.
Setting up triggers
Triggers are configured in your CRM's workflow or automation builder, not in the helpdesk itself:
- Open your CRM's workflow/automation builder.
- Add the helpdesk as a trigger source.
- Select the event you want to listen for.
- Build the rest of your automation as usual.
Common use cases
- Slack or Teams notifications — Send a message to a channel when a ticket is escalated or an SLA is breached.
- CRM record updates — Update a contact's status field when their ticket is resolved.
- Email sequences — Trigger a follow-up email sequence after ticket resolution.
- Manager alerts — Notify a manager when a high-priority ticket is created.
- Reporting — Log ticket events to a spreadsheet or analytics tool.
Triggers are fire-and-forget. If your CRM automation fails or is misconfigured, it will not affect the helpdesk — the ticket operation always completes regardless.