When building a custom workflow, you can choose between the actions send e-mail, send SMS, send notification, add internal note, add task(s), HTTP POST/PUT, set status, set source, set priority, set type, set assignment, set categories, set subject and set visibility, and choose which template should be used.
HTTP POST/PUT actions can be used together with our API to make changes you normally cannot.
You can find the API documentation here: https://api-docs.pureservice.com/
Notify the person who triggered the workflow
If a workflow should notify the assignee of a newly assigned ticket, it’s common to not notify the assignee if the assigner is the same person. If you check this box the person will still be notified.
Override recipients notification channel preference
A recipient has opted for receiving notifications as e-mail only. By selecting this option the workflow will ignore the recipients preferred notification channel and send the recipient a notification.
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