[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:118:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":54,"category":58,"relatedArticles":60,"relatedTagsArticles":71},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":51,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":53},118,21,"External Event FAQs","\u003Ch3>External Events\u003C\u002Fh3>\u003Cp>\u003Cstrong>Do External Events create tickets?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>No. They only turn existing Ticket Triggers, Chat Triggers, or Automations on or off. Build the ticket\u002Fchat behaviour in those rules first.\u003C\u002Fp>\u003Cp>\u003Cstrong>Who can manage External Event rules?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Admins or other roles with their own edit permissions.\u003C\u002Fp>\u003Cp>\u003Cstrong>Why did my event not change anything?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Common causes:\u003C\u002Fp>\u003Cul>\u003Cli>Wrong or missing token\u003C\u002Fli>\u003Cli>Feature not enabled for the workspace\u003C\u002Fli>\u003Cli>\u003Ccode>eventType\u003C\u002Fcode> mismatch\u003C\u002Fli>\u003Cli>Condition keys\u002Fvalues don’t match \u003Ccode>data\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>Rule inactive\u003C\u002Fli>\u003Cli>Target trigger\u002Fautomation already in the desired state\u003C\u002Fli>\u003Cli>Payload rejected (size, status, timestamp, duplicate \u003Ccode>eventId\u003C\u002Fcode>)\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>What values can \u003C\u002Fstrong>\u003Ccode>status\u003C\u002Fcode>\u003Cstrong> have?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Ccode>FIRING\u003C\u002Fcode> or \u003Ccode>CLOSED\u003C\u002Fcode>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I match nested JSON?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>No - only top-level keys inside \u003Ccode>data\u003C\u002Fcode>.\u003C\u002Fp>\u003Cp>\u003Cstrong>How many conditions can I add?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Up to 25 total across Meet all + Meet any.\u003C\u002Fp>\u003Cp>\u003Cstrong>Does order of External Event rules matter?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Yes. Higher-ranked (higher priority) active rules are considered first when several could match.\u003C\u002Fp>\u003Cp>\u003Cstrong>What happens if I delete the Ticket Trigger an External Event points to?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>You’ll see a dependency warning listing the External Event rules. The target can appear as deleted in the External Event form; recreate or retarget the action.\u003C\u002Fp>\u003Cp>\u003Cstrong>Is brand required on the API call?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The ingest endpoint does not require a brand header. Isolation is by tenant deployment and the access token issued in that workspace.\u003C\u002Fp>","2026-10-20T14:47:16.000+00:00",11,"Connor Paterson",[55],{"id":48,"brandId":18,"categoryId":56,"parentSectionId":32,"position":48,"title":57,"description":57,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},7,"External Events",{"id":56,"brandId":18,"position":56,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Triggers and Automation Rules",[61,64,67,70],{"id":62,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"titleTranslated":32,"position":62,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},114,"Generating Access Tokens",{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},115,"Creating an external event",{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},117,"Access Tokens FAQs",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]