AI Ticket Workflows

AI Ticket Workflows run an ordered pipeline when a ticket enters a board lane, then route it using ticket fields and structured AI signals.

Opening the builder

Project Leads and higher roles configure workflows under Settings → Workflows. A project has one active, versioned workflow. Saving an edit creates a new version; runs already in progress continue on the version on which they started.

Each stage is attached to one workflow status, the corresponding board lane. A lane badge shows whether its stage runs in suggest, semi, or automatic mode. A lane without a stage behaves normally and runs no workflow steps.

Steps

Steps run in the order shown in the stage:

• AI triage suggests or applies category, priority, and detected language.
• AI analysis can produce summaries, extracted fields, knowledge-base matches, duplicate candidates, sentiment, intent, or a draft.
• AI resolve evaluates only the actions selected in that step's allowlist. Suggest stores the evaluated action for human approval, Semi executes it and queues it for post-hoc review, and Auto executes it without mandatory review.
• Action performs deterministic work such as assigning, tagging, setting a field, or adding an internal note.
• API call sends a templated request through a configured connector and can store selected response values as signals.
• Human gate pauses the run for review.

Choose what happens if each step fails: continue, hold for a person, or stop the run. Asynchronous operations show their state and retry failures with bounded backoff.

For AI triage, Suggest stores signals only, Semi applies high-confidence category and priority while suppressing lane and assignee routing, and Auto can also apply configured routing.

Transitions and signals

After the steps finish, transitions are checked in order and the first match wins. Conditions can use ordinary ticket fields plus signals such as category, suggested priority, language, sentiment, intent, knowledge-base score, duplicate ticket, and AI confidence.

A transition can move to another lane, hand the ticket to another workspace, close it, or place it on hold. If none matches, the ticket stays in its current lane and does not loop.

Holds, simulation, and safety

The hold review shows the ticket, produced signals, the reason for the pause, and the proposed route. An authorized lead can resume, choose a route, or stop the run.

Use Simulate in the builder to test sample signals before activation. Simulation does not change tickets. Customer-facing AI actions remain subject to AI guardrails, budgets, and the kill switch.