Workflows

Overview

Workflows define conditions and actions that run against tickets. The trigger_type controls when a workflow fires:

on_new_ticket: runs once when a new ticket is created. Does not run on replies.
on_inbound_message: runs on every inbound message, including replies to existing tickets.
manual: can be triggered from the ticket sidebar when conditions match.

Admin role is required to create, update, or delete workflows.

List Workflows

GET /api/workflows

Show Workflow

GET /api/workflows/{workflow}

The response includes nested conditions and actions arrays.

Create Workflow (admin only)

POST /api/workflows

Request Body

Field	Type	Required	Description
`name`	string	Yes
`description`	string	No
`trigger_type`	string	Yes	`on_new_ticket`, `on_inbound_message`, or `manual`
`condition_match_type`	string	No	`all` (default) or `any`
`is_enabled`	boolean	No	Defaults to `true`
`conditions`	array	No	Array of `{ type, parameters }` condition objects
`actions`	array	No	Array of `{ type, parameters }` action objects

Condition Types

body_contains
channel_is
contact_is_new
from_domain_equals
from_email_contains
from_email_equals
is_first_message
subject_contains
subject_equals

Example Request

curl -X POST https://there-there.app/api/workflows \
  -H "Authorization: Bearer YOUR_API_TOKEN" \
  -H "X-Workspace-Id: 1" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Auto-close spam",
    "trigger_type": "on_new_ticket",
    "condition_match_type": "any",
    "conditions": [
      { "type": "subject_contains", "parameters": { "value": "unsubscribe" } }
    ],
    "actions": [
      { "type": "set_status", "parameters": { "status": "spam" } }
    ]
  }'

Update Workflow (admin only)

PUT /api/workflows/{workflow}

Omit fields to leave them unchanged. If conditions or actions is included, existing conditions/actions are replaced entirely.

Delete Workflow (admin only)

DELETE /api/workflows/{workflow}