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Triggers are rules that run inside the workspace. Use them to assign work, set a status or labels, wait, or notify another system when something happens. Open Settings → Triggers.

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The list

Each trigger can be turned on or off. Drag to change order. Folders group related triggers. Open a trigger to see how many times it has run, then open a run to see what it did. Your plan limits how many triggers the workspace can have. Actions that leave Sayless — an auto-reply, an internal note, Slack, a webhook, Jira, Linear, or sending a ticket form — need a plan that includes those side effects. Assigning a person or team, and setting status, priority, labels, due date, or an SLA, stay available on the automation allowance.

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Create a trigger

Choose Create and start from a template, or start from scratch. Templates are grouped by what they act on:

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How a trigger is built

A trigger has a kickoff, then one or more flows.
  • When is the kickoff. Pick the record type, then the event: created, assigned, status changed, team set, SLA approaching, and others for that type.
  • If narrows the run. For a new conversation you can require a channel or a recipient.
  • Delay waits minutes, hours, days, or business days. Business days and the support-hours clock follow Support hours.
  • Then is the action.
Ticket and conversation actions include assign to a person, assign to a team, set status, set priority, set labels, apply an SLA policy, and close. Tickets can also set a due date. Conversations can add an internal note or auto-reply. Other actions send a Slack notification, call a webhook, create a Jira issue or a Linear issue, set portal visibility, or send a ticket form. Save the trigger, then turn it on from the list. A matching change after that starts a run.