{ "name": "AI Support Ticket Triage", "nodes": [ { "parameters": { "httpMethod": "POST", "path": "706ddac7-de6f-4f26-b111-884a677ac9f8", "responseMode": "lastNode", "options": { "allowedOrigins": "*" } }, "type": "n8n-nodes-base.webhook", "typeVersion": 2.1, "position": [ 0, 320 ], "id": "fd746af6-f5be-4cd8-8481-820440856677", "name": "Support Webhook", "webhookId": "654ffcc9-56ac-4bb6-b9d6-2816b9ca1511" }, { "parameters": { "assignments": { "assignments": [ { "id": "e53cad3f-6199-4c3e-9bc7-e08984c4a090", "name": "Name", "value": "={{ $json.body.name }}", "type": "string" }, { "id": "94a1ce38-84ac-4cf9-b0f5-5304c05e3455", "name": "Email", "value": "={{ $json.body.email }}", "type": "string" }, { "id": "21a35517-ee85-47df-99c3-2733723553d8", "name": "Customer type", "value": "={{ $json.body.customerType }}", "type": "string" }, { "id": "56bac4f0-e45f-43a8-9faa-4fb86a6c5429", "name": "Reference number", "value": "={{ $json.body.reference }}", "type": "string" }, { "id": "62e2e513-6b24-46d4-bfd4-b37fce13e792", "name": "Subject", "value": "={{ $json.body.subject }}", "type": "string" }, { "id": "615b2678-703e-4f8e-9265-2967797bff4a", "name": "Description", "value": "={{ $json.body.description }}", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 224, 320 ], "id": "7ae7f67e-a1de-434e-b8be-1d2f73841094", "name": "Normalise Ticket" }, { "parameters": { "inputText": "={{ $json.Subject }}\n\n{{ $json.Description }}", "categories": { "categories": [ { "category": "Billing", "description": "Invoices, charges, payments, refunds, subscriptions or pricing." }, { "category": "Technical", "description": "Errors, bugs, outages, login failures, or a feature not working as expected." }, { "category": "Account", "description": "Account access, users, permissions, profile details or account changes." } ] }, "options": { "fallback": "other" } }, "type": "@n8n/n8n-nodes-langchain.textClassifier", "typeVersion": 1.1, "position": [ 448, 320 ], "id": "9c01c4d8-8ad9-4e63-8de6-6b92a968c9d7", "name": "Classify Ticket" }, { "parameters": { "model": { "__rl": true, "mode": "list", "value": "gpt-5-mini" }, "builtInTools": {}, "options": {} }, "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi", "typeVersion": 1.3, "position": [ 520, 600 ], "id": "5e6ee50e-5fd3-4954-9029-838754b15300", "name": "OpenAI Chat Model" }, { "parameters": { "assignments": { "assignments": [ { "id": "a700edbb-235e-456a-a19d-434dbaf2bddd", "name": "category", "value": "Billing", "type": "string" }, { "id": "7be8d3ac-1da7-4a03-bcda-1c31f826e1f0", "name": "owning_team", "value": "Finance", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 800, -48 ], "id": "25eaa763-bd73-4f5d-9334-a3b01a05e9e4", "name": "Tag: Billing" }, { "parameters": { "assignments": { "assignments": [ { "id": "3360ad60-65e7-4aad-99be-049abf76f510", "name": "category", "value": "Technical", "type": "string" }, { "id": "499fd641-2bad-4143-824c-b4c0179aa516", "name": "owning_team", "value": "Engineering", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 800, 192 ], "id": "72829137-703f-40d2-a18d-eeb367ae23eb", "name": "Tag: Technical" }, { "parameters": { "assignments": { "assignments": [ { "id": "9ee3c02e-1ea3-4d50-9c01-8d8c19251380", "name": "category", "value": "Account", "type": "string" }, { "id": "6b1ecfb9-5383-4996-a92f-99b1966df2f6", "name": "owning_team", "value": "Account support", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 800, 592 ], "id": "cf9e1f0c-6f21-4feb-b23d-850540227fe4", "name": "Tag: Account" }, { "parameters": {}, "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 1600, 432 ], "id": "876300bf-fb7c-4f38-a0c9-3fe7bb8e95fc", "name": "Needs Review" }, { "parameters": { "promptType": "define", "text": "=You are a customer support triage assistant for a software company.\n\nRead this support ticket and assess it.\n\nSet priority using these rules, in this order:\n- Urgent: the customer cannot work right now. An outage, an error blocking a task they must finish today, or being locked out of an account they need.\n- Normal: a real problem that needs a person, but the customer is not blocked. This includes billing mistakes, incorrect charges and refunds - the money can be put right, so it is not Urgent.\n- Low: a question, a preference, or setup help that has no impact on their work.\n\nAlso give urgency_score as a whole number from 0 to 100, on the same scale: 75 and above is Urgent, 30 to 74 is Normal, below 30 is Low.\n\nThe category has already been decided. Repeat it exactly in your answer.\n\nKeep summary, reasoning and suggested_action to one or two sentences each.\n\nCategory: {{ $json.category }}\nFrom: {{ $json.Name }} ({{ $json['Customer type'] }} customer)\nReference: {{ $json['Reference number'] }}\nSubject: {{ $json.Subject }}\nMessage: {{ $json.Description }}", "hasOutputParser": true, "batching": {} }, "type": "@n8n/n8n-nodes-langchain.chainLlm", "typeVersion": 1.9, "position": [ 1024, 64 ], "id": "82939ec0-5a4b-46cd-b3e8-53223b9e1418", "name": "Analyse Ticket" }, { "parameters": { "model": { "__rl": true, "mode": "list", "value": "gpt-5-mini" }, "builtInTools": {}, "options": {} }, "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi", "typeVersion": 1.3, "position": [ 1032, 296 ], "id": "0f7a788a-f1c4-4a5d-841c-d0a0a35ac4d7", "name": "OpenAI Chat Model1" }, { "parameters": { "jsonSchemaExample": "{\n \"category\": \"Technical\",\n \"priority\": \"Urgent\",\n \"urgency_score\": 85,\n \"customer_sentiment\": \"frustrated\",\n \"summary\": \"Customer cannot generate invoices because of a 503 error.\",\n \"requires_human\": true,\n \"reasoning\": \"The customer is blocked from a task they need to finish today.\",\n \"suggested_action\": \"Escalate to on-call engineering and confirm receipt with the customer.\"\n}" }, "type": "@n8n/n8n-nodes-langchain.outputParserStructured", "typeVersion": 1.3, "position": [ 1160, 296 ], "id": "863855f8-9278-444e-b1f3-f1fecd35b839", "name": "Structured Output Parser" }, { "parameters": { "rules": { "values": [ { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 3 }, "conditions": [ { "leftValue": "={{ $json.output.priority }}", "rightValue": "Urgent", "operator": { "type": "string", "operation": "equals" }, "id": "41e9b333-4140-46d2-b9d9-16e56ea42085" } ], "combinator": "and" }, "renameOutput": true, "outputKey": "URGENT" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 3 }, "conditions": [ { "id": "8e36419a-f36d-43b6-bfbd-ac33901262a7", "leftValue": "={{ $json.output.priority }}", "rightValue": "Normal", "operator": { "type": "string", "operation": "equals", "name": "filter.operator.equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "NORMAL" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 3 }, "conditions": [ { "id": "6225c2a7-000d-46de-bd71-4bb480aab70d", "leftValue": "={{ $json.output.priority }}", "rightValue": "Low", "operator": { "type": "string", "operation": "equals", "name": "filter.operator.equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "LOW" } ] }, "options": { "fallbackOutput": "extra", "renameFallbackOutput": "NEEDS REVIEW" } }, "type": "n8n-nodes-base.switch", "typeVersion": 3.4, "position": [ 1376, 32 ], "id": "3b62d2d6-9304-4f09-aa5b-2902d08bb3fe", "name": "Route by Priority" }, { "parameters": { "assignments": { "assignments": [ { "id": "19855bb7-6691-4cd6-8a45-b4f0861d36a6", "name": "escalated", "value": true, "type": "boolean" }, { "id": "51281fcf-5cf1-4115-95d8-c8ba94be3001", "name": "assigned_to", "value": "On-call support", "type": "string" }, { "id": "518afefb-d6a1-4eba-a353-d9d089794915", "name": "respond_within", "value": "1 hour", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 1600, -96 ], "id": "2ea6afae-5b1c-4e3c-a9b4-1c7e58e6aba9", "name": "Escalate" }, { "parameters": { "promptType": "define", "text": "=Write a short reply to this customer support ticket.\n\nCategory: {{ $json.output.category }}\nPriority: {{ $json.output.priority }}\nSummary: {{ $json.output.summary }}\nSuggested action: {{ $json.output.suggested_action }}\nEscalated: {{ $json.escalated === true ? 'yes' : 'no' }}\n\nOriginal message from {{ $('Normalise Ticket').item.json.Name }}:\n{{ $('Normalise Ticket').item.json.Description }}\n\nRules:\n- Under 120 words. Plain, warm, specific to what they wrote.\n- Do not say the problem is fixed.\n- Do not promise refunds, credits or timeframes.\n- Do not invent troubleshooting steps.\n- If Escalated is yes, say it has been passed to the right team and someone will be in touch.\nStart with a subject line, then the reply.", "batching": {} }, "type": "@n8n/n8n-nodes-langchain.chainLlm", "typeVersion": 1.9, "position": [ 1824, -256 ], "id": "f04fe5d0-a5d7-46e9-91d6-97d9956f09c4", "name": "Draft Reply" }, { "parameters": { "assignments": { "assignments": [ { "id": "ac07d964-34df-4299-9a40-8045d29eb8b0", "name": "status", "value": "answered", "type": "string" }, { "id": "6b4ee61f-86a0-4d08-bb6c-08be980aac4b", "name": "reply", "value": "Thanks for getting in touch. We've logged your question and one of the team will get back to you within two working days.", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 1888, 144 ], "id": "5b0d74f2-5c77-4cfd-8ebf-c1832b747b43", "name": "Standard Response" }, { "parameters": { "model": { "__rl": true, "mode": "list", "value": "gpt-5-mini" }, "builtInTools": {}, "options": {} }, "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi", "typeVersion": 1.3, "position": [ 1896, -24 ], "id": "309b9d83-5bfb-4365-93e4-cd344367b2a3", "name": "OpenAI Chat Model2" }, { "parameters": { "assignments": { "assignments": [ { "id": "45e62b39-ca37-4baa-92b0-7b9d103db617", "name": "to", "value": "={{ $('Normalise Ticket').item.json.Email }}", "type": "string" }, { "id": "2cb0334c-0bfb-4e85-95f8-415544ef8eb7", "name": "subject", "value": "={{ $json.text ? $json.text.replace(/\\\\n/g, '\\n').split('\\n')[0].replace(/^Subject:\\s*/i, '').trim() : 'Re: ' + $('Normalise Ticket').item.json.Subject }}", "type": "string" }, { "id": "92d56f30-f504-4a64-8b60-19aabf9ead1a", "name": "body", "value": "={{ $json.text ? $json.text.replace(/\\\\n/g, '\\n').split('\\n').slice(1).join('\\n').trim() + '\\n\\n-- \\nAcme Software Support' : $json.reply }}", "type": "string" } ] }, "includeOtherFields": true, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 2176, 16 ], "id": "9a3ea2a5-e9c9-4642-9506-75c1447c5da9", "name": "Prepare Email" }, { "parameters": { "sendTo": "={{ $json.to }}", "subject": "={{ $json.subject }}", "message": "={{ $json.body }}", "options": { "appendAttribution": false, "senderName": "Acme Software Support", "replyTo": "support@acme-software.com" } }, "type": "n8n-nodes-base.gmail", "typeVersion": 2.2, "position": [ 2400, 16 ], "id": "865a63f1-0dc1-4f81-bffa-6f47bfbf66c6", "name": "Send Reply", "webhookId": "01f434c5-bcbe-4cb4-ad84-5f18035e7c4a" }, { "parameters": { "assignments": { "assignments": [ { "id": "52fcaa57-b0f5-49d4-8090-0b064659156d", "name": "category", "value": "={{ $('Analyse Ticket').item.json.output.category }}", "type": "string" }, { "id": "e32a581b-fb34-4ce2-b62b-199503f4e834", "name": "priority", "value": "={{ $('Analyse Ticket').item.json.output.priority }}", "type": "string" }, { "id": "f966ce8b-7852-4429-a200-1db6e1be8041", "name": "score", "value": "={{ $('Analyse Ticket').item.json.output.urgency_score }}", "type": "string" }, { "id": "890b9594-6d19-4222-9a0f-52acdaaf6522", "name": "outcome", "value": "=Reply sent", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 2624, 16 ], "id": "a927be3d-f6c0-4da5-9665-d0ac59e61dd9", "name": "Tag Sent" }, { "parameters": { "assignments": { "assignments": [ { "id": "a0ab7f73-9158-4ac5-bd07-6d69e20e95bf", "name": "category", "value": "=Other", "type": "string" }, { "id": "2c06c22b-30df-4fe1-965c-e254e92f75d8", "name": "priority", "value": "=Needs review", "type": "string" }, { "id": "78634bb3-6cf5-4aa1-b0ae-6936d01dda43", "name": "score", "value": "=-", "type": "string" }, { "id": "b094e6af-3b43-4494-a786-dd582540d0d1", "name": "outcome", "value": "=Waiting for a human", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 1888, 432 ], "id": "a2b4e676-1115-419f-b5a8-b371a2f64172", "name": "Tag Unhandled" }, { "parameters": { "assignments": { "assignments": [ { "id": "3f814fa0-f8d6-44a6-b9ab-d712b5ac543c", "name": "Time", "value": "={{ $now.toFormat('dd LLL HH:mm') }}", "type": "string" }, { "id": "7a4b1573-7b40-4e6b-881d-1a02e419db3b", "name": "Reference", "value": "={{ $('Normalise Ticket').item.json['Reference number'] || '-' }}", "type": "string" }, { "id": "ba095954-bce5-45f2-b223-191d6ea47af9", "name": "Name", "value": "={{ $('Normalise Ticket').item.json.Name }}", "type": "string" }, { "id": "3faf0f23-0646-49c9-94eb-7f97831f3330", "name": "Email", "value": "={{ $('Normalise Ticket').item.json.Email }}", "type": "string" }, { "id": "33202fcd-3eb9-4819-89e1-bf5de7602743", "name": "Subject", "value": "={{ $('Normalise Ticket').item.json.Subject }}", "type": "string" }, { "id": "2b79223b-a220-45c9-b939-abbcc47e7bb2", "name": "Category", "value": "={{ $json.category }}", "type": "string" }, { "id": "5f41444c-5a74-4911-a78d-3f9673d99baf", "name": "Priority", "value": "={{ $json.priority }}", "type": "string" }, { "id": "6daa24c0-42b2-4a39-9d78-e18ded1224b4", "name": "Score", "value": "={{ $json.score }}", "type": "string" }, { "id": "14dd9c7d-e24c-4be4-9682-374f1eae48a5", "name": "Outcome", "value": "={{ $json.outcome }}", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 2848, 192 ], "id": "b72a5279-76e8-45d8-b429-611f7f4e1a86", "name": "Prepare Log" }, { "parameters": { "operation": "append", "documentId": { "__rl": true, "value": "YOUR_GOOGLE_SHEET_ID", "mode": "id" }, "sheetName": { "__rl": true, "value": "Tickets", "mode": "name" }, "columns": { "mappingMode": "autoMapInputData", "value": {}, "matchingColumns": [], "schema": [ { "id": "Time", "displayName": "Time", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Reference", "displayName": "Reference", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Name", "displayName": "Name", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Email", "displayName": "Email", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Subject", "displayName": "Subject", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Category", "displayName": "Category", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Priority", "displayName": "Priority", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Score", "displayName": "Score", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false }, { "id": "Outcome", "displayName": "Outcome", "required": false, "defaultMatch": false, "display": true, "type": "string", "canBeUsedToMatch": true, "removed": false } ], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {} }, "type": "n8n-nodes-base.googleSheets", "typeVersion": 4.7, "position": [ 3072, 192 ], "id": "c709055b-1e37-4e20-bb12-1ef20ebd3110", "name": "Log Ticket" }, { "parameters": { "assignments": { "assignments": [ { "id": "0ddd41ac-b99a-420d-a416-fbff0dd76678", "name": "status", "value": "=received", "type": "string" }, { "id": "c8d360b5-0ba8-4ee3-976e-2a17cc882b6d", "name": "reference", "value": "={{ $json.Reference }}", "type": "string" }, { "id": "c43d3a90-c90f-4309-a16b-e91421c518ee", "name": "category", "value": "={{ $json.Category }}", "type": "string" }, { "id": "147824b7-4c8a-4719-b830-3b33c6b271ad", "name": "priority", "value": "={{ $json.Priority }}", "type": "string" }, { "id": "97587ca6-d9f5-4716-9e34-6604a148f27b", "name": "outcome", "value": "={{ $json.Outcome }}", "type": "string" }, { "id": "a1f2898f-5e2b-4728-8ea1-9c65f5ef2c92", "name": "message", "value": "={{ $json.Priority === 'Needs review' ? 'Thanks — a member of the team will pick this up personally.' : 'Thanks. We have routed this to ' + $json.Category + ' and a reply is on its way to ' + $json.Email + '.' }}", "type": "string" } ] }, "options": {} }, "type": "n8n-nodes-base.set", "typeVersion": 3.5, "position": [ 3296, 192 ], "id": "851dbde6-8f62-48e3-98f1-8039225643c3", "name": "Confirmation" }, { "id": "5a71d65d-0b3c-437f-bc58-368cea75129e", "name": "Setup", "type": "n8n-nodes-base.stickyNote", "typeVersion": 1, "position": [ 0, -676 ], "parameters": { "content": "## AI Support Ticket Triage - setup\nVideo: https://www.youtube.com/watch?v=ZQ8CexJK43s\n\n1. Pick your OpenAI credential on the three **OpenAI Chat Model** nodes.\n2. **Send Reply** sends real email through Gmail. Add your Gmail credential and test with your own address first.\n3. **Log Ticket**: add your Google Sheets credential and replace YOUR_GOOGLE_SHEET_ID with your sheet. Tab: **Tickets**. Columns: Time, Reference, Name, Email, Subject, Category, Priority, Score, Outcome.\n4. POST a ticket as JSON to the **Support Webhook** test URL with: name, email, customerType, reference, subject, description.\n\nTickets the classifier can't place go to **Needs Review**. Once the workflow is active its webhook is public - keep it off until you're ready.", "height": 360, "width": 620, "color": 5 } } ], "connections": { "Support Webhook": { "main": [ [ { "node": "Normalise Ticket", "type": "main", "index": 0 } ] ] }, "Normalise Ticket": { "main": [ [ { "node": "Classify Ticket", "type": "main", "index": 0 } ] ] }, "OpenAI Chat Model": { "ai_languageModel": [ [ { "node": "Classify Ticket", "type": "ai_languageModel", "index": 0 } ] ] }, "Classify Ticket": { "main": [ [ { "node": "Tag: Billing", "type": "main", "index": 0 } ], [ { "node": "Tag: Technical", "type": "main", "index": 0 } ], [ { "node": "Tag: Account", "type": "main", "index": 0 } ], [ { "node": "Needs Review", "type": "main", "index": 0 } ] ] }, "Tag: Billing": { "main": [ [ { "node": "Analyse Ticket", "type": "main", "index": 0 } ] ] }, "Tag: Technical": { "main": [ [ { "node": "Analyse Ticket", "type": "main", "index": 0 } ] ] }, "Tag: Account": { "main": [ [ { "node": "Analyse Ticket", "type": "main", "index": 0 } ] ] }, "OpenAI Chat Model1": { "ai_languageModel": [ [ { "node": "Analyse Ticket", "type": "ai_languageModel", "index": 0 } ] ] }, "Structured Output Parser": { "ai_outputParser": [ [ { "node": "Analyse Ticket", "type": "ai_outputParser", "index": 0 } ] ] }, "Analyse Ticket": { "main": [ [ { "node": "Route by Priority", "type": "main", "index": 0 } ] ] }, "Route by Priority": { "main": [ [ { "node": "Escalate", "type": "main", "index": 0 } ], [ { "node": "Draft Reply", "type": "main", "index": 0 } ], [ { "node": "Standard Response", "type": "main", "index": 0 } ], [ { "node": "Needs Review", "type": "main", "index": 0 } ] ] }, "Escalate": { "main": [ [ { "node": "Draft Reply", "type": "main", "index": 0 } ] ] }, "OpenAI Chat Model2": { "ai_languageModel": [ [ { "node": "Draft Reply", "type": "ai_languageModel", "index": 0 } ] ] }, "Draft Reply": { "main": [ [ { "node": "Prepare Email", "type": "main", "index": 0 } ] ] }, "Standard Response": { "main": [ [ { "node": "Prepare Email", "type": "main", "index": 0 } ] ] }, "Prepare Email": { "main": [ [ { "node": "Send Reply", "type": "main", "index": 0 } ] ] }, "Send Reply": { "main": [ [ { "node": "Tag Sent", "type": "main", "index": 0 } ] ] }, "Needs Review": { "main": [ [ { "node": "Tag Unhandled", "type": "main", "index": 0 } ] ] }, "Tag Sent": { "main": [ [ { "node": "Prepare Log", "type": "main", "index": 0 } ] ] }, "Tag Unhandled": { "main": [ [ { "node": "Prepare Log", "type": "main", "index": 0 } ] ] }, "Prepare Log": { "main": [ [ { "node": "Log Ticket", "type": "main", "index": 0 } ] ] }, "Log Ticket": { "main": [ [ { "node": "Confirmation", "type": "main", "index": 0 } ] ] } }, "settings": { "executionOrder": "v1", "binaryMode": "separate" }, "pinData": {} }