When ticket is created in Fluent Support, add contact in list on Mailchimp

Each new Fluent Support ticket adds the customer to the Mailchimp list you choose, or updates them if they are already on it, so the people you help can also hear your product news.

Fluent Support

Mailchimp

Download this workflow Browse more workflows

2 steps Setup ~5 min Used on 382 sites Free to import

What this workflow does

People who open support tickets are customers you already talk to, yet they often never reach your newsletter. Moving them across by hand is slow and patchy. This workflow passes each ticket's customer to Mailchimp as soon as the ticket exists.

The Fluent Support trigger, Ticket Created, fires when a new ticket is created, whether the customer opened it or an agent opened it for them. FlowMattic sends the customer details to Mailchimp, where Add New Member adds the person to your list. If the address is already there, Mailchimp updates that member instead of adding a second one.

A customer who opens many tickets runs the workflow every time, and the member is updated each time. Before you switch it on, think about consent: a support request isn't a newsletter sign-up, so check which status new members get and whether that fits your audience rules.

Release notes for active users

Customers who ask for help land on a Mailchimp list that receives your release notes, so they hear when the bug they reported is fixed.

Customer-only audience

Keep a Mailchimp list of people who have used your support desk, separate from cold sign-ups, for product surveys you send yourself.

Onboarding tips for new buyers

First-time ticket senders join a list your Mailchimp automations use for how-to emails about common questions.

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
Fires when a ticket is created in Fluent Support, by a customer or by an agent. The ticket and customer details are passed on for the Mailchimp step.
Step 2Action
Mailchimp Add New Member
Adds the customer to your chosen Mailchimp list, or updates them if their email is already a member. Map the customer's email and name from the ticket and pick the list.

What you need

FlowMatticCore
Fluent Support PluginPlugin
Mailchimp 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 on the ticket's product or mailbox from a test run, if you only want customers of one product on this list.
Use Mailchimp's Add Member Tag action after this step to tag people as support contacts, so you can segment them inside the list.
Map only fields every ticket carries. A blank name on a later ticket can overwrite the name Mailchimp already holds for that member.

Questions about this workflow

What if the Fluent Support customer is already on the Mailchimp list?

Add New Member updates an existing member instead of adding a duplicate, per the action's own description. The fields you mapped are refreshed.

Do agent-created tickets in Fluent Support also add the customer?

Yes. Ticket Created fires for tickets opened by customers and by agents, and both runs send the ticket's customer to Mailchimp.

Can support customers be put on a Mailchimp marketing list without asking?

That depends on your consent rules and Mailchimp's. Check in a test run which status the step gives new members, and add a Filter so only customers who agreed are added.

Does Fluent Support need to run on the same site as FlowMattic?

Yes. Fluent Support is a WordPress plugin and has to be installed where FlowMattic runs. Mailchimp is connected as an outside account.