External Events
Do External Events create tickets?
No. They only turn existing Ticket Triggers, Chat Triggers, or Automations on or off. Build the ticket/chat behaviour in those rules first.
Who can manage External Event rules?
Admins or other roles with their own edit permissions.
Why did my event not change anything?
Common causes:
- Wrong or missing token
- Feature not enabled for the workspace
eventTypemismatch- Condition keys/values don’t match
data - Rule inactive
- Target trigger/automation already in the desired state
- Payload rejected (size, status, timestamp, duplicate
eventId)
What values can status have?
FIRING or CLOSED.
Can I match nested JSON?
No - only top-level keys inside data.
How many conditions can I add?
Up to 25 total across Meet all + Meet any.
Does order of External Event rules matter?
Yes. Higher-ranked (higher priority) active rules are considered first when several could match.
What happens if I delete the Ticket Trigger an External Event points to?
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.
Is brand required on the API call?
The ingest endpoint does not require a brand header. Isolation is by tenant deployment and the access token issued in that workspace.