Let an AI agent triage new support tickets, reply, tag and escalate

An AI agent reads each new Fluent Support ticket and can reply to the customer, tag the ticket by topic and alert Slack when it judges the issue urgent. A final Slack message logs every ticket the agent handled.

Fluent Support

AI Agent

Slack

Download this workflow Browse more workflows

6 steps Setup ~12 min Used on 2.1k sites Agentic Support Free to import

The Let an AI agent triage new support tickets, reply, tag and escalate workflow on the FlowMattic canvas, with 6 steps across Fluent Support, AI Agent, Slack — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

First responses take time, and a busy queue makes it hard to spot the ticket that can't wait. This workflow hands each new ticket to an AI agent that has been told to reply, tag and escalate, with your team kept informed in Slack.

The Fluent Support trigger picks up each ticket as a customer opens it. The AI Agent step, set to OpenAI's GPT-4o, receives the ticket's subject and message. Its instructions say to reply helpfully to the customer, add a topic tag, and notify the team on Slack if the ticket is urgent. The agent is given three tools for the job: Reply to Ticket and Add Tag to Ticket (Pro) in Fluent Support, both pointed at this ticket's ID, and a Slack channel message for escalation. The agent writes the reply text, picks the tag and composes the Slack alert itself, and it decides which tools to use on each ticket.

After the agent finishes, a separate Slack step always posts AI handled ticket with the ticket ID and subject. Replies go straight to the customer with no human review, so test on sample tickets before you switch it on.

After-hours first response

Tickets that arrive overnight get a reply written by the agent, and the morning shift sees each one logged in Slack with its subject.

Sorting a mixed support queue

The agent is told to tag each ticket by topic, so staff can filter the Fluent Support queue by the tags it adds.

Small team with an urgent channel

When the agent judges a ticket urgent, it can post to Slack so someone looks at it, while routine tickets only get the closing log message.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
Fluent Support Ticket Created
Runs for each fresh ticket a customer opens in Fluent Support. The ticket ID, subject and message are passed on to the AI Agent.
Step 2Action
AI Agent Execute Agent
Runs an AI agent on OpenAI GPT-4o with the ticket subject and message as input. Its instructions are to reply to the customer, add a topic tag and notify Slack if urgent. It chooses which of its three tools to call.
Step 3Tool
Fluent Support Reply to Ticket
Agent tool that posts a reply on this Fluent Support ticket. The ticket ID is fixed to the triggering ticket, and the agent writes the response text. The reply reaches the customer without review.
Step 4Tool
Fluent Support Add Tag to Ticket (Pro)
Agent tool that adds a tag to this ticket in Fluent Support, with the agent choosing the tag. The action is marked Pro. Check in a test run that the tag it picks exists in your helpdesk.
Step 5Tool
Slack Send Channel Message
Agent tool for escalation: posts a Slack channel message the agent writes. The agent is told to use it only when a ticket is urgent, so many tickets won't produce this message.
Step 6Action
Slack Send Channel Message
Posts a Slack channel message after the agent step on every run, reading AI handled ticket, the ticket ID and the subject. It gives your team a running log of tickets the agent saw.

What you need

FlowMatticCore
Fluent Support PluginPlugin
AI ProviderAccount
Slack AccountAccount

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.

Make it yours

Changes worth making after you import it.

Edit the agent's instructions to describe your products, your tone and what counts as urgent, so its replies and escalations follow your own rules.
Remove the Reply to Ticket tool if you want the agent to tag and escalate only, leaving every customer reply to your team.
List your existing Fluent Support tags in the agent's instructions so it picks from tags you already use.
Create a few sample tickets after import and read the agent's replies and tool calls in Task History before turning the workflow on for real customers.

Questions about this workflow

Does the AI agent's reply go to the Fluent Support customer straight away?

Yes, if the agent calls the Reply to Ticket tool. There is no approval step in this template. Remove that tool if you want a person to write every reply.

Will every ticket get a reply, a tag and a Slack alert?

Not necessarily. The agent is told what to do but decides which tools to call on each ticket. Only the final AI handled ticket message in Slack is posted every time.

Do I need Fluent Support Pro for the tagging tool?

The Add Tag to Ticket action is labelled Pro in FlowMattic, so plan on Fluent Support Pro for tagging. The reply tool and both Slack steps don't carry that label.

Which AI model does the ticket triage agent use?

It is set to OpenAI GPT-4o. You connect your own AI provider account when you import the workflow.