Which triggers and actions are available?

Automation rules listen to real ticket events and act instantly. Triggers: ticket created, status changed, priority changed, assignee changed, ticket updated, comment added, ticket claimed, ticket merged, ticket auto-closed, SLA breached, no response for N hours, and no progress while waiting for N hours. Time triggers fire once per ticket and re-arm only when their own condition resets.

Actions

• Set priority (SLA clocks recalculate) · set status (workflow-validated) · assign (mode-aware).

• Add a comment from a snippet · fire a webhook · email a workspace member · re-run AI structuring.

Safety rails: actions never trigger other rules (loop-proof), automated comments never satisfy SLA response clocks, automated email goes to members only, and rate caps (500 runs/hour/workspace) with clear skip logging keep things sane.