Support Ticket Triage
New tickets get read, prioritized, and routed the moment they land, and the urgent ones surface in Slack instead of sitting in a queue. A ModuleX agent classifies each Freshdesk ticket, sets its priority and tags, assigns it, and posts the ones that cannot wait.
Freshdesk
Slack
6 steps2 integrationsRuns on every new ticket
The fastest ticket wins, not the most urgent. What hand triage looks like when the queue fills faster than anyone reads.
- 01An outage report and a password reset look identical until someone opens them.
- 02Triage by hand means the fastest ticket to reach a human wins, not the most urgent.
- 03The team finds out a ticket was urgent from the second, angrier message.
- Classifycheckout error · urgent
- Set fieldspriority + Payments group
- Post to Slack#support
One workflow, six steps. ModuleX drafts this graph from a single sentence, and every step stays editable.
- 01Read each new Freshdesk ticketFreshdesk
- 02Classify topic and urgencyModuleX
- 03Set priority, status, and tagsFreshdesk
- 04Assign the right group or agentFreshdesk
- 05Note the reasoning on the ticketFreshdesk
- 06Post urgent ones to #supportSlack
The workflow is an editable graph. Classification runs freely; every write back to Freshdesk and the #support post wait for your opt-in approval until you loosen them. The graph is the receipt.
The queue, sorted. Paste this into ModuleX chat, or hit Use this workflow. It drafts the graph, connects your accounts, and schedules it.
When a new Freshdesk ticket comes in, classify its topic and urgency, set the priority, status, and tags, assign it to the right group, and post anything high priority to #support in Slack.
to: composerOr skip the workflow entirely. Ask the assistant in chat and it runs the same job agentically: it picks the right actions, chains them, and reports back. The composer is for when you want it repeatable.
Read the newest Freshdesk ticket, classify its topic and urgency, set the priority, status, and tags, assign it to the right group, and post a summary to #support if it is urgent.
- freshdesk · get_ticket · newest
- freshdesk · set_ticket_priority · urgent
- slack · post_message · #support
Checkout error from a Max-plan customer: set to urgent, tagged billing and checkout, assigned to the Payments group, and the summary is in #support with a link to the ticket.
Where this fits. The tools it runs on, and the teams that run it.
Keep the momentum. Nearby workflows that reuse the accounts you just connected.
Grounded Support RepliesEvery reply starts as a grounded draft that already knows the customer’s history, so agents edit instead of writing from scratch. A ModuleX agent reads the Intercom conversation and contact, drafts a reply, and leaves it as a note for a human to approve.
Answer an order question with the order in handA reply that answers with the real order status instead of asking the customer for their order number. Built for an ecommerce team answering the same three questions about where a package is.- Answer support questions using your own documentationA drafted answer grounded in your own material, showing what it drew from, behind an approval step. Built for support teams whose answers already exist, just not where the question arrives.
About this use case.
A model classifies each ticket by topic and urgency, and the agent writes that back with set_ticket_priority and set_ticket_status. You describe what counts as urgent in the prompt, so the rules match how your team already triages.