Create a Breeze project for each new critical-priority Fluent Support ticket
When a new Fluent Support ticket arrives with its client priority set to critical, FlowMattic creates a Breeze project for it, so the team has a dedicated place to work the issue.
Fluent Support
Filter
Breeze3 steps Setup ~5 min Used on 2.4k sites Productivity Free to import
What this workflow does
Most support tickets are answered and closed in the help desk. A critical one, such as a site outage or a broken checkout, often needs several people, a task list and a place to track progress. This workflow gives each critical Fluent Support ticket its own Breeze project as soon as the ticket is created.
The Fluent Support trigger fires when a ticket is created, whether a customer opens it or an agent creates it. A Filter then checks the ticket's client priority and continues only when it is exactly critical; Critical and CRITICAL both pass, since the comparison ignores case. Tickets with any other priority stop at the Filter and no project is made.
For critical tickets, the Breeze step creates a new project. It ships unmapped, so after import you connect Breeze and map ticket data into the project, for example the ticket title as the project name and the ticket content as its description.
The Filter reads the priority only when the ticket is created. A ticket raised to critical later doesn't start this workflow. Test with a critical ticket and look at Task History to confirm the project was created in Breeze.
Outage response for a hosting company
A customer reports that their site is down and marks the ticket critical. A Breeze project appears where engineers add tasks for diagnosis, the fix and the follow-up email.
Checkout failures in an online shop
A WooCommerce store's support team opens a critical ticket for a payment problem, and the developers get a Breeze project to track the work.
Agency clients with urgent requests
An agency's clients file critical tickets for broken pages. Each one gets a Breeze project the account manager and designer can both work in.
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 every new Fluent Support ticket, whether a customer or an agent opened it. The ticket's title, content, customer and priority fields are passed on.
- Filter Continue If Condition Meet
Continues only when the ticket's client priority exactly matches critical, ignoring case. Tickets with normal, medium or any other priority stop here.
- Breeze Create Project
Creates a new project in Breeze for the critical ticket. The step ships unmapped: connect Breeze and map the ticket title, content and customer details into the project fields you want.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- Breeze 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.
- Name each Breeze project after the ticket, such as the ticket title plus its ID, so the team can match the project to the Fluent Support conversation.
- Add Breeze's Create Card action after the Create Project step to put a first card in the new project, for example "Reply to customer" with the ticket content.
- If agents set the priority rather than customers, find the field that holds it in a test run and switch the Filter to it. The field in the template is an example to edit.
- Add a Slack or email step after the Breeze step to tell the on-call person that a critical project was opened.
Questions about this workflow
Which Fluent Support priority does the Filter check?
The ticket's client priority field, which the template compares with critical. If your team uses a different priority field, change the Filter's field after import.
What happens to tickets that aren't critical?
They stop at the Filter, so no Breeze project is created. The ticket stays in Fluent Support as normal.
Does a ticket raised to critical later create a Breeze project?
No. The trigger fires only when a ticket is created, so the Filter sees the priority at that moment. Later priority changes don't start this workflow.
Can I add the ticket details to the Breeze project automatically?
Yes. Map the ticket title, content and customer fields into the Create Project step after import, so the project carries the details from Fluent Support.
More Project Management workflows
Other ready-to-import templates from the same category.
Import this workflow into your WordPress site
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