Tag and route new support tickets
A tag, a priority and a group for each new ticket, applied after you approve them.
- On an event: When a new ticket arrives in Freshdesk
- Asks you first
What it does
The task
Read the tickets in Freshdesk that arrived since the last run and have no tags. Choose a tag, a priority and a group for each ticket with these rules: rules. Set the priority to urgent when the customer reports lost data, a payment problem or an outage. Show me a table with the ticket, a summary of one line and your choices. Ask me before you apply them, and apply only the rows that I approve. Do not reply to customers.
- It works in Freshdesk, in the workspace you pick, and signs in with passwords from your Cuiar vault.
- A routine checks every 15 minutes and acts on what is new: when a new ticket arrives in Freshdesk.
- It stops for your approval before it sends, posts, pays, books or changes a record.
What you give it
| Blank | What to give | Example |
|---|---|---|
| rules | Your tags and groups, and when to use each | billing to Billing, bugs to Support L2, how-to questions to Support L1, demos to Sales |
What you get back
An example run with the example values above. Your run uses your own data.
5 new tickets
| Ticket | Summary | Tag | Priority | Group |
|---|---|---|---|---|
| #8812 | Charged twice for the annual plan | billing | Urgent | Billing |
| #8813 | How to export invoices as CSV | how-to | Low | Support L1 |
| #8814 | Sync with Shopify stopped at 9:10 | bug | High | Support L2 |
| #8815 | Asks for a demo for 40 seats | demo | Medium | Sales |
| #8816 | No password reset e-mail | login | Medium | Support L1 |
Waiting for your approval to apply 5 rows.
Run it in Cuiar
- 01
Open it
Click Use in Cuiar on this page. The side panel opens with the task in the composer.
- 02
Fill in the blank
Type rules. Tab moves to the next blank.
- 03
Run it, then repeat it
Run sends it once. To run it when a new ticket arrives in Freshdesk, make a routine on cuiar.com/routines or with the CLI below.
As a routine, from the terminal
cuiar routines create "Tag and route new support tickets" --schedule "*/15 * * * *" --time-zone Europe/Berlin \
"Read the tickets in Freshdesk that arrived since the last run and have no tags. Choose a tag, a priority and a group for each ticket with these rules: billing to Billing, bugs to Support L2, how-to questions to Support L1, demos to Sales. Set the priority to urgent when the customer reports lost data, a payment problem or an outage. Show me a table with the ticket, a summary of one line and your choices. Ask me before you apply them, and apply only the rows that I approve. Do not reply to customers."Run it from your AI agent
Claude Code, Codex, Cursor and other MCP clients reach Cuiar at https://mcp.cuiar.com/mcp. Add the server one time, then ask for the task in plain words, or call create_routine yourself.
1. Add Cuiar to Claude Code
claude mcp add --transport http cuiar https://mcp.cuiar.com/mcp2. Ask your agent
Use the Cuiar tool create_routine to run my "Tag and route new support tickets" template with rules = billing to Billing, bugs to Support L2, how-to questions to Support L1, demos to Sales.Setup for other agents: AI agents.
The tool call
{
"name": "create_routine",
"arguments": {
"name": "Tag and route new support tickets",
"task": "Read the tickets in Freshdesk that arrived since the last run and have no tags. Choose a tag, a priority and a group for each ticket with these rules: billing to Billing, bugs to Support L2, how-to questions to Support L1, demos to Sales. Set the priority to urgent when the customer reports lost data, a payment problem or an outage. Show me a table with the ticket, a summary of one line and your choices. Ask me before you apply them, and apply only the rows that I approve. Do not reply to customers.",
"schedule": "*/15 * * * *",
"time_zone": "Europe/Berlin"
}
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