Sort new Freshdesk tickets and route refund requests

Refund requests are the tickets customers watch the clock on. An AI reads each new Freshdesk ticket and decides whether it is a refund request, a billing question or something else.

Refund requests are set to High priority, tagged 'refund' and posted to your finance channel in Slack with a one-line summary and a link. Billing questions get a 'billing' tag so they can be found later. Everything else is left alone.

FreshdeskWhen a ticket is created. Save it as ticket.When a ticket is created. Save it as ticket.

Decide what kind of ticket it isRun an AI agent: Subject: ticket.subject ticket.description_text and save it as triage.

If triage.output.category is refundIf triage.output.category is refund

Yes

Mark as a high-priority refundUpdate ticket ticket. Save it as tagged. Tags to add: refundFreshdesk

Tell finance in SlackSend message to channel. Save it as finance_alert.Refund request from ticket.requester_name: triage.output.summary ticket.urlSlack

Else if @triage.output.category is "billing"

Tag as billingUpdate ticket ticket. Save it as billing_tagged. Tags to add: billingFreshdesk

Otherwise

No steps