Send new tickets to the Slack alert that matches their priority
Each new Fluent Support ticket is checked for its priority, and a Slack message goes out on the matching route: one for critical, one for medium and one for normal tickets.
Fluent Support
Router
Slack5 steps Setup ~8 min Used on 1.2k sites Agentic Support Free to import
What this workflow does
A support channel where every ticket looks the same makes urgent ones easy to miss. This workflow labels each new Fluent Support ticket by priority before it reaches Slack, so a critical issue stands out and you can send each level to its own channel if you want.
The Fluent Support trigger starts a run when a ticket is created by a customer or an agent. A Router then reads the ticket's priority and compares it with three exact values: critical, medium and normal. Each route ends in a Slack Send Channel Message step with the ticket number and subject. Critical tickets are labelled "Critical ticket", medium ones "Medium-priority ticket", and normal ones "New ticket".
The Router runs every route that matches, and a ticket has a single priority, so each ticket produces one message. The match must be the whole word, though capitals are ignored: Critical counts as critical, while a priority such as high or urgent matches no route and sends nothing. Create a test ticket at each level and check Task History to see the values Fluent Support sends.
All three Slack steps need a channel after import. Use one channel for everything, or point the critical route at the channel your on-call staff watch.
Urgent channel for outages
A hosting company sends critical tickets to an incidents channel where engineers have notifications on, and keeps medium and normal tickets in the general support channel.
Clear labels in one channel
A small plugin team posts every ticket to one Slack channel, and the Critical label tells whoever is on duty which one to open first.
Manager sees only the important ones
A support lead follows the critical and medium channels, while normal tickets go to a channel only the front-line agents read.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Fluent Support Ticket CreatedStarts a run for each new Fluent Support ticket, whether a customer or an agent creates it. The ticket's number, subject and priority are passed to the Router.
- Router 3 paths
Compares the ticket's priority with three exact values, critical, medium and normal, one per route. A ticket has one priority, so it matches one route at most.
- Slack Send Channel Message
Critical route. Posts "Critical ticket" with the ticket number and subject to the Slack channel you choose for urgent alerts.
- Slack Send Channel Message
Medium route. Posts "Medium-priority ticket" with the ticket number and subject to the channel you set in this step.
- Slack Send Channel Message
Normal route. Posts "New ticket" with the number and subject. Point it at a quieter channel if normal tickets shouldn't compete with urgent ones.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- 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.
- Mention your on-call group in the critical route's message text, so a critical ticket notifies the right people in Slack.
- Add the customer's name or email to each message if your team likes to recognise repeat customers before opening the ticket.
- Use the Send Private Channel Message action on the critical route if urgent tickets belong in a private incidents channel.
Questions about this workflow
Which Fluent Support priority values does the Router expect?
The whole words critical, medium and normal, in any mix of upper and lower case. Create a test ticket at each level and check Task History to confirm your site sends those words, then edit the conditions if it doesn't.
Can a ticket post to more than one Slack channel?
Not with these conditions. The Router runs every route that matches, but a ticket carries one priority value, so only one route's condition is true.
What if an agent changes the ticket priority later?
Nothing happens. The workflow runs once, when the ticket is created, using the priority it had at that moment.
Do I need three Slack channels?
No. Each route has its own Slack step, so you can send all three to one channel and rely on the labels, or give each priority its own channel.
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