Escalate high-priority tickets to an urgent Slack channel
When a new Fluent Support ticket has a priority containing the word high, this workflow posts its ticket number and subject to a Slack channel, so urgent requests reach the team where they already talk.
Fluent Support
Filter
Slack3 steps Setup ~5 min Used on 2.2k sites Support Free to import
What this workflow does
Most tickets can wait their turn in the queue. The ones marked high priority usually can't, and they are easy to miss when they sit in the same list as everything else. This workflow pulls those tickets out and puts them in front of your team in Slack.
The Fluent Support trigger fires each time a ticket is created on your WordPress site. Next comes a Filter labelled Only high priority. It checks whether the ticket's priority field contains the text high. When it does, the run continues to Slack, which posts a channel message with the ticket ID and subject. When it doesn't, the run stops at the Filter and nothing is posted.
The check happens once, at the moment the ticket is created. A ticket that gets its priority raised later will not reach Slack through this workflow. Fluent Support itself is not changed: the ticket stays in your helpdesk with its normal assignment and replies.
Store outage reports during a sale
A customer files a high-priority ticket saying checkout is broken. The Slack post puts the subject in front of the developers' channel instead of waiting in the queue.
Separate urgent channel for an on-call rota
Point the Slack step at a channel only the on-call person watches, so routine tickets stay in Fluent Support and only high-priority ones post there.
Agency handling client sites
Clients mark a ticket high priority when their site is down. Your team sees the ticket number in Slack and can open it in Fluent Support straight away.
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 the workflow when a ticket is created in Fluent Support. The ticket ID, subject and priority are passed on to the Filter and the Slack step.
- Filter Continue If Condition Meet
Checks one condition: the ticket's priority contains the text high. If it does, the workflow continues to Slack. If it doesn't, the run ends here and no message is posted.
- Slack Send Channel Message
Posts a Slack channel message reading High-priority ticket, followed by the ticket ID and subject. Connect your Slack account on import and send a test ticket to confirm the message appears in the channel you want.
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.
- Create two test tickets after import, one high priority and one normal, then open Task History to see the priority value Fluent Support sent and whether the Filter passed each one.
- If your priority values use a different word for urgent tickets, edit the Filter condition to match that word, or add a second condition group so either value passes.
- Add the ticket content or customer name to the Slack message text so the team can judge the request without opening Fluent Support.
Questions about this workflow
Which Fluent Support tickets reach Slack?
Only new tickets whose priority field contains the text high. All other new tickets stop at the Filter and nothing is posted.
What if a ticket's priority is changed to high after it is created?
It won't be posted. The trigger is Ticket Created, so the Filter only sees the priority the ticket had when it was opened.
What does the Slack message include?
The text High-priority ticket, the ticket ID and the subject. You can edit the message in the Slack step and add any other field from the Fluent Support trigger.
Does the Slack post assign the Fluent Support ticket to anyone?
No. The workflow only posts a message. Assignment and replies still happen inside Fluent Support.
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Import this workflow into your WordPress site
Download the JSON, import it from the Workflows screen and connect your accounts. Every run stays on your server, with no per-task fees.
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