Enable triggers in workflows based on automatic actions and not only in action fired by a teammate or a customer. | Community
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Enable triggers in workflows based on automatic actions and not only in action fired by a teammate or a customer.

Related products:Workflows
  • December 12, 2024
  • 2 replies
  • 116 views
G

We'd like to create a workflow which trigger is: 'if the state of a ticket changes' disregarding if it was an automatic action in the backend or an action fired by a teammate or customer.

Currently, we have automatic actions in back-office tickets which are carried out in the backend and we’d like to set some workflows to action more things but since the actions in these tickets are carried out by our bot, we cannot create workflows that apply to these tickets since the action is not carried out by a teammate or customer, but by our bot. 

    2 replies

    Jennifer K
    Intercom Team
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    • Jennifer KIntercom Team
    • Intercom Team
    • January 13, 2025

    Hi ​@Gaby Cabrera 

    Jennifer here from Intercom

    I will let our Product Team know this is a feature you're eager for 🚀

    Jennifer | Technical Support Specialist
    K
    • Kaylee MacKool
    • New Participant
    • February 25, 2025

    I can’t emphasize enough how much this is needed!!! Especially with an additional ability to create workflows that can apply to linked tickets.

    We link Jira to tracker tickets for bug tracking/known issue management. We are basically stuck being unable to use automation in any kind of useful way, because automated updates applied to the tracker tickets via Jira for tickets cannot flow down to the linked customer tickets, without API use and custom coding.

    This makes the “Jira for tickets” integration functionally useless. We can’t link the Jira tickets directly to each customer ticket, because Intercom/Jira does not allow the same Jira issue to be linked to more than one ticket, and we can’t create and manage tons of redundant Jira issues internally.

    We just want to be able to have Jira for tickets automation update a tracker ticket, and then have a workflow trigger off of that automated update to update its linked customer tickets in turn.

    The ability to trigger additional workflows off of automated changes to tracker/back-office tickets is critical for eliminating a ton of administrative busy work.

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