When a Ticket Is Actioned

By a user

This trigger is fired when a ticket is actioned by a user at a particular approval stage. The trigger outputs the full ticket details including the feedback given by the user.

Triggers can only be configured per stage.

Below is an illustration of how to set up a trigger for a particular stage.

Zapier

Select event

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Selecting the stage

Proceed to test the step to finish setting up the zap.

Testing the step

Make

Select a trigger

Choose an existing webhook or create a new one.

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Creatin a new webhook trigger

Click on the run once button and proceed to the view related to the stage that will be triggered. Action on any ticket. The trigger should pick up the data structure for use in subsequent stages

Testing trigger

Power Automate

Select trigger

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Select the trigger stage

Regardless of the platform, the "When a Ticket is Actioned" trigger returns the following data structure

{
  "id": "1",
  "ticket_id": "1",
  "date_created": "2023-10-05T23:05:14+03:00",
  "request_platform": "Power Automate",
  "process_name": "Overtime Approvals",
  "process_description": "Overtime approvals",
  "process_id": "2",
  "request_id": "256",
  "stage_id": "4",
  "stage_name": "HR Approval",
  "stage_description": "HR Approval",
  "actioned_by": "[e-mail]",
  "date_actioned": "2023-10-05T23:05:29+03:00",
  "action_data": {
    "do_you_approve": "YES",
    "rejection_reason": ""
  }

The action_data field will contain the responses provided by the user

Below is a breakdown of the json response.

Role	Capabilities
Administrator	Has all admin privileges
Editor	Can edit posts
Viewer	Can only view posts
Guest	Can only view posts they are inivted to