Automated Support Ticket Management Workflow

This n8n workflow automates the processing and management of support requests submitted via Outlook emails and a web form webhook. It streamlines support ticket creation, classification, routing, and customer communication to enhance support team efficiency. The workflow starts with triggers from Outlook or a webhook endpoint for new support requests. Once triggered, it normalizes incoming data to a standard format, removes duplicate requests, and employs an AI model to classify the issue based on category, urgency, and whether it can be auto-resolved.

Based on AI classification, it routes the request through a decision node to determine if an automatic response should be sent or if it needs to be assigned to a support agent. The assignment logic considers the issue’s expertise and VIP status to select an appropriate agent and calculates SLA response times accordingly. It creates a task in Jira with detailed information, including priority, category, and customer details. Finally, it sends a confirmation email back to the customer, acknowledging receipt and providing ticket details.

This workflow is useful for support teams seeking to automate ticket handling, improve response times, and prioritize customer requests efficiently, especially when dealing with high volumes from various sources.