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Workflow triggers decide when an existing legacy workflow runs or skips a ticket.
Move existing workflow triggers to AI Agents over time, not only new automation. Follow the migration guide to test new matching in a controlled scope and turn off overlapping workflow triggers before expanding. Create an AI Agent, and open Workflows only during migration or for necessary maintenance.
In mixed setups, ongoing work on the ticket continues first. A matching legacy AI-guided workflow may start before a new AI Agent. Once an AI Agent owns the conversation, Classic AI backs off. See routing and ownership for the exact behavior.

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How matching works

There are two layers:
  1. Trigger event: a new message, status change, tag change, manual start, or scheduled check.
  2. Filter conditions: status, channel, tags, assignee, ticket fields, and other ticket properties.
A workflow skips the ticket when any required condition fails. Workflow filters are best for exact properties. They are not the best place to model broad customer intent.
Time-based workflows check conditions when the scheduled check runs, not only when the workflow was first created.

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Debug a skipped workflow

Check:
  • whether the trigger event happened
  • whether the workflow is published and active
  • whether the ticket still matches the filters
  • whether a time-based check ran after the ticket changed
  • whether another workflow changed the ticket first
Ask Torben can inspect a specific case. Include the ticket number, workflow name, and approximate time.