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Add Build Message after a workflow trigger or action that provides ticket data. Select Customer Facing for client communications or Internal for team messages.

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Quick start

1

Add the action

Add “Build Message” to any workflow where you have ticket data available.
2

Write clear instructions

Be specific about what you want. For example:
  • “Create a friendly update for the customer about their ticket status”
  • “Write a brief internal summary of what was done on this ticket”
  • “Generate a polite message asking for more information”
3

Choose message type

Select “Customer Facing” for client communications or “Internal” for team messages.
4

Add notification action

Use the generated message with actions like:
  • “Notify Ticket’s Contact” for customer messages
  • “Add Ticket Note” for internal documentation
  • “Notify Internal Team” for team alerts

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Setup

Ticket to reference: The action works with any ticket from your workflow trigger or previous actions. Message instructions: Provide clear instructions about what kind of message you want. Examples:
  • “Create a friendly status update for the customer about their ticket progress”
  • “Write a brief internal summary of what was accomplished on this ticket”
  • “Generate a polite message asking the customer for more information”
Message type: Specify the intended audience:
  • Customer Facing: Messages that will be sent to clients
  • Internal: Messages for your team or internal documentation
The message type decides which downstream action can read the output. “Notify Ticket’s Contact” reads only Customer Facing messages; “Notify Internal Team” and “Add Ticket Note” read only Internal messages. If you send an Internal message to “Notify Ticket’s Contact”, or a Customer Facing message to an internal action, nothing is sent.

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Common use cases

Create progress updates that reference specific work performed, including ticket number, current status, and work completed.
Generate requests for additional details that reference the original issue and state what information is needed.
Create summaries for team communication that include actions taken, outstanding issues, and next steps.
Create follow-up messages based on ticket status, such as a summary of what was fixed or a request for confirmation.