Notify agents in Slack when a customer replies to a ticket

When a customer answers on a Fluent Support ticket, FlowMattic posts the ticket number, subject and the reply text to a Slack channel, so your agents see it where they already talk.

Fluent Support

Slack

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2 steps Setup ~5 min Used on 2.4k sites Support Free to import

The Notify agents in Slack when a customer replies to a ticket workflow on the FlowMattic canvas, with 2 steps across Fluent Support, Slack — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

Customer replies are easy to miss when agents work in Slack all day and only check the helpdesk now and then. A ticket can sit with a fresh answer from the customer while nobody looks. This workflow brings each reply into Slack as it happens.

The Fluent Support trigger fires when a customer replies to a ticket. FlowMattic then sends a message to a channel through Slack. The message text is already set: it names the ticket ID and subject, then quotes the content of the customer's reply. Agents can read what the customer said without opening WordPress, then go to the ticket to answer.

Only customer replies start the workflow. Your agents' own responses are a different event in Fluent Support, so they don't post to the channel. Every message sent shows up in Task History, along with any error Slack returned.

A shared support channel

A team of three agents watches one Slack channel. When a customer answers a question an agent asked, the reply appears there and whoever is free picks it up.

Weekend cover

The person on call over the weekend keeps Slack on their phone. Customer replies reach them there instead of waiting in the helpdesk until Monday.

Founder keeping an eye on support

A founder who doesn't work tickets day to day reads customer replies in Slack to stay close to what users say.

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 Customer Replies to a Ticket
Fires when a customer posts a reply on an existing Fluent Support ticket. The ticket ID, subject and the reply content are passed to the Slack step.
Step 2Action
Slack Send Channel Message
Posts a message to the Slack channel you pick, built from the ticket ID, the ticket subject and the customer's reply. Connect your Slack account on import and edit the message text if you want a different layout.

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.

Add a Filter after the trigger so only replies on certain tickets reach Slack, for example ones whose subject contains a word like refund or outage.
Long replies make long Slack posts. Cut the message down to the ticket ID and subject if your channel gets crowded, and let agents read the full text in Fluent Support.
Reply to a test ticket as a customer after import, then check the channel and Task History to confirm the message reads the way you want.

Questions about this workflow

Will my agents' replies in Fluent Support also post to Slack?

No. The trigger is Customer Replies to a Ticket, so only replies from the customer start the workflow.

Can agents answer the Fluent Support ticket from Slack?

Not with this workflow. It only posts a message. Agents still open the ticket in Fluent Support to send their answer.

Does the Slack message include the customer's full reply?

The message maps the reply content from Fluent Support, so the text the customer wrote is included. Edit the message in the Slack step if you'd rather post only the ticket number and subject.

Can different tickets go to different Slack channels?

Not as imported. Add a Router after the trigger with conditions that can't overlap, then give each route its own Slack step set to a different channel.