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Overview

Case triggers start a workflow when selected case events happen. Case trigger

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Trigger payload

Case trigger data is available under ${{ TRIGGER }}. Fields:
  • ${{ TRIGGER.case_id }}: case ID.
  • ${{ TRIGGER.event }}: event details.
  • ${{ TRIGGER.tags }}: case tags.
  • ${{ TRIGGER.workspace_id }}: workspace ID.
Example payload: 
{
  "case_id": "case_01abc",
  "event": {
    "id": "evt_01abc",
    "type": "comment_created",
    "data": {
      "comment_id": "cmt_01abc"
    },
    "created_at": "2026-03-19T14:22:00+00:00",
    "user_id": "usr_01abc",
    "wf_exec_id": null
  },
  "tags": [
    {
      "id": "tag_01abc",
      "ref": "triage",
      "name": "Triage",
      "color": null
    }
  ],
  "workspace_id": "ws_01abc"
}

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Case events

One or more case events must be selected before the trigger is enabled. Supported event families include:
  • Case events such as create, update, close, reopen, and view.
  • Comment events such as comment and reply activity.
  • Field changes such as status, priority, severity, assignee, and payload changes.
  • Tag events such as tag add and remove.
  • Task events such as task create, delete, and workflow or assignee changes.
  • Attachment events such as add and remove.
  • Dropdown changes.

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Tag allowlist

Restrict runs to cases with matching tags. If the allowlist is empty, no tag filtering is applied. Matching uses the case’s current tags.

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Important behavior

Workflow-originated case events are ignored to avoid loops.