Description
App
Groove Agent
Summary:
Need help with GrooveHQ workflow — check if agent replied, then auto-draft KB article
Details:
Hi Pipedream Support Team,
I’m building an automation where the trigger is “New Ticket Created” in GrooveHQ. Here’s exactly what I want the workflow to do:
Trigger: When a new ticket is created in GrooveHQ.
Step 1: Check if the ticket is related to a shop/order query (by keyword or subject match).
Step 2: Wait a few minutes to see if an automatic or agent reply is sent.
Step 3: If any reply already exists → terminate the workflow.
Step 4: If no reply → search my Knowledge Base for the most relevant article and send that article as a draft message (or internal note) back to GrooveHQ.
So the final goal is:
Automatically draft a helpful KB article in GrooveHQ as a reply suggestion, but only if no agent or bot has responded yet.
Right now, I’m stuck on the step where I check for existing messages in the ticket. I’m using this endpoint:
GET https://api.groovehq.com/v1/tickets/{{ticket_id}}/messages
but I keep getting the error:
"no message found"
Sometimes it also returns an empty array even when there are clearly messages under that ticket inside GrooveHQ.
Could you please help me confirm:
The correct GrooveHQ API endpoint and parameters to list all messages for a specific ticket.
Whether pagination or specific headers/scopes are required.
The correct way to detect if any agent (staff or bot) replied after the ticket creation time.
The simplest way in Pipedream to check this and conditionally post a draft message (instead of a live reply).
Thanks so much! Once I fix this “no message found” step, I’ll add the KB draft logic and complete the automation.
Best regards, Alan
Screenshots:
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