Move support forward when engineering closes the issue
Let completed engineering work trigger the next support step.
Trigger
Issue State / Properties Changed
Triggers when a specific GitHub issue changes any of its tracked properties. Monitored properties: state (open/closed), state_reason, title, body, assignees, labels, milestone, lock status, active_lock_reason, comment count, and closed_at timestamp. When a change is detected, the payload includes the full current issue details, the list of changed field names, and their previous values.
Action
Update Ticket
Updates an existing ticket in freshdesk.
Why this helps
Resolved engineering work can remain invisible to support, leaving customers waiting after the fix is ready.
- Signals when support can resume the customer conversation
- Reduces stale tickets and manual checking
- Creates a repeatable handoff from engineering to support
Setup
Build it in a few focused steps.
- 1Connect GitHub and Freshdesk once.
- 2Create the automation in Automations or ask Notis for it conversationally.
- 3Instruct Notis to update the matching Freshdesk ticket when the linked GitHub issue closes, including the closure reason and issue link.
- 4Select the issue state or properties changed trigger, choose a reporting channel, and test with one closed issue.
Questions about this workflow
Can this handle reopened issues?
Yes. Specify whether the automation should act on closed, reopened, or both transitions.
Can it draft the customer response?
Yes. Ask Notis to add a concise customer-ready summary to the ticket.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link GitHub to Freshdesk. A trigger fires from one place; an action lands in another.
GitHub triggers
Freshdesk actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create Ticket
Creates a new ticket in freshdesk.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Delete Ticket
Deletes an existing ticket in freshdesk.
New Workflow Artifact Created
Triggers when a new workflow artifact is created in a GitHub repository. Monitors for newly created GitHub Actions workflow artifacts. Optionally filters by artifact name to restrict monitoring to specific artifacts.
Get Tickets
Retrieves a list of tickets from freshdesk.
Branch Changed
Triggers when a GitHub branch changes. Monitors a specific branch for: - New commits pushed (head commit SHA changes) - Protection status toggled (branch becomes protected or unprotected) - Protection settings changed, including: required status checks and their enforcement level, admin enforcement, required pull request reviews (dismiss stale reviews, code owner reviews, approving review count, last push approval), required linear history, force push allowance, deletion allowance, conversation resolution, branch locking, and fork syncing.
List All Tickets
Lists all tickets in freshdesk.
New Branch Created
Triggers when a new branch is created in a GitHub repository. Detects newly created branches. Deleted branches do not fire events.
Reply to Ticket
Replies to an existing ticket in freshdesk.
Check Run Status / Conclusion Changed
Triggers when a specific GitHub check run changes its status or conclusion. Monitors a single check run for changes to: status (queued, in_progress, completed, etc.), conclusion (success, failure, neutral, cancelled, skipped, timed_out, action_required), started_at, and completed_at.
Update Ticket
Updates an existing ticket in freshdesk.
Check Suite Status / Conclusion Changed
Triggers when a GitHub check suite changes its status or conclusion for a given ref. Monitors all check suites associated with a git reference (branch, tag, or commit SHA) for changes to status (queued, in_progress, completed, etc.) and conclusion (success, failure, neutral, cancelled, skipped, timed_out, action_required, startup_failure, stale). Optionally filters by GitHub App ID.
View Ticket
Views an existing ticket in freshdesk.
New Code Scanning Alert Created
Triggers when a new code scanning alert is created in a repository. Fires an event for each newly created code scanning alert detected in the configured repository. Alerts can be filtered by Git reference, scanning tool, state, and severity. The payload includes the alert number, rule details, tool information, state, severity, and the location of the most recent instance.
Connect any two apps with Notis in the middle.
GitHub and Freshdesk, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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