Start support readiness when a release PR opens
Create breathing room for support before the change ships.
Trigger
New Pull Request Created
Triggers when a new pull request is created in GitHub, matching the optional configured filters. Emits an event for each newly created pull request. Supports filtering by repository, owner/organisation, author, assignee, label, state, base branch, head branch, and draft status.
Action
Create Ticket
Creates a new ticket in freshdesk.
Why this helps
Support often learns about important product changes only after release, leaving no time to prepare responses.
- Creates lead time for customer-facing preparation
- Makes planned changes visible outside engineering
- Reduces last-minute launch coordination
Setup
Build it in a few focused steps.
- 1Connect GitHub and Freshdesk once through Notis.
- 2Create the automation in Automations or ask Notis in plain language.
- 3Tell Notis to create a Freshdesk ticket when a customer-facing pull request opens, including the summary, target branch, author, and link.
- 4Choose the new pull request trigger, select a channel for run reports, and test with one real pull request.
Questions about this workflow
Can this be limited to a release branch?
Yes. State the target branch or other pull request criteria in the instruction.
Can support get a concise summary?
Yes. Ask Notis to summarize the pull request in customer-facing language.
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
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.
Create Ticket
Creates a new ticket in 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.
Delete Ticket
Deletes an existing ticket 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.
Get Tickets
Retrieves a list of tickets from 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.
List All Tickets
Lists all tickets 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.
Reply to Ticket
Replies to 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.
Update Ticket
Updates an existing ticket in freshdesk.
New Repository Collaborator Added
Triggers when a new collaborator is added to a GitHub repository. Monitors the full list of collaborators on a repository and fires an event for each newly added collaborator. The payload includes the collaborator's GitHub username, account ID, profile URL, avatar URL, permission flags (pull, triage, push, maintain, admin), and assigned role name.
View Ticket
Views an existing ticket in freshdesk.
Commit Event
Triggered when a new commit is pushed to a repository.
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When this happens · Trigger
Do this · Action
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