Sort new Freshdesk tickets and route refund requests
Reads each new Freshdesk ticket; refunds get High priority, a tag and a Slack message to finance, billing questions get a tag.
What it does
Each integration step this workflow runs, in order, what it is for, and the conditions and loops that decide when it runs.
- 1FreshdeskNew ticket triggerStarts for each new ticket.
If
triage.output.categoryis “refund”- 2FreshdeskUpdate ticketSets the priority and adds the tag.
- 3SlackSend messageTells finance about a refund request.
Otherwise, if
triage.output.categoryis “billing”- 4FreshdeskUpdate ticket
- 2
How it works
What happens on each run, in plain English.
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.
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