*Workflows › Reference › Templates › Customer portal*

# Assign the internal follow-up of portal incidents

> Depending on the type of incident reported in the portal, creates tasks and notifies the team. Neo provides context for customer support; this template does not send a reply to the customer.

## At a glance

| Property | Value |
| --- | --- |
| Category | Customer portal |
| Starts with | Incident reported from the portal |
| Integrations used | Slack |
| Steps | 8 |

## Steps

The template builds these steps; open each one to see how it is configured.

| # | Step | Description | Branch |
| --- | --- | --- | --- |
| 1 | Switch | By incident type |  |
| 2 | Post a message | Notify the workshop | › branch 1 |
| 3 | Create task | Open the assessment | › branch 1 |
| 4 | Post a message | Notify the warehouse | › branch 2 |
| 5 | Create task | Open the shipment | › branch 2 |
| 6 | Create task | Open the replacement | › branch 3 |
| 7 | Ask the AI | Ask Neo for context |  |
| 8 | Post a message | Pass the context to support |  |

TEMPLATE `portal-incident-triage`

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Canonical URL: https://docs.filmo.io/workflows/reference/templates/portal-incident-triage  
Last updated: 2026-10-25