When does Harriet create a ticket for a workflow, and when does it not?

Running a workflow from chat may create a support ticket by default; many other triggers reuse an existing ticket or run without one.

Whether a new ticket appears depends on how the workflow was started and how the workflow is configured.

Starting from chat

When someone runs a workflow from chat, Harriet may create a normal ticket and attach the run so your team has a thread to follow—unless your admins turned that behavior off for that workflow.
That ticket is the usual place for approvals and follow-up messages tied to the run.

Starting from a ticket trigger

If the workflow already fired because of a new ticket or new message, Harriet does not need another ticket—it continues on the same thread.

Starting from schedules, webhooks, or other events

Scheduled runs, webhook runs, and similar triggers typically do not auto-create a ticket just because the schedule fired.
If human visibility is required, build a step that creates or updates a ticket explicitly, or start the flow from chat when a thread is needed.

Example

An employee types “Start relocation checklist” in web chat; Harriet opens ticket #4521 and runs the workflow there. The same checklist triggered by a midnight job might only write to a log unless the workflow includes a create ticket step.

Guardrails

If employees are surprised by new tickets, adjust the workflow’s chat ticket setting or coach them to use chat only when they want a tracked thread.
Privacy-sensitive flows should avoid creating employee-visible tickets when an internal-only run is enough.