Route Support Tickets → AI Analysis → Auto-Assign Teams
Automatically categorize incoming support tickets using AI sentiment analysis, then route them to the right team based on deterministic business rules.
Workflow Steps
n8n
Trigger on new support ticket
Set up a webhook or email trigger in n8n to capture new support tickets from your helpdesk system (Zendesk, Freshdesk, etc.)
OpenAI
Analyze ticket sentiment and category
Use GPT-4 to analyze the ticket content for sentiment (urgent/normal) and category (billing, technical, sales). Structure the response as JSON for easy parsing.
n8n
Apply routing rules
Use n8n's IF/Switch node to apply deterministic business logic: urgent + billing → escalation queue, technical → engineering team, etc.
Slack
Notify assigned team
Send formatted notification to the appropriate Slack channel with ticket summary, priority level, and direct link to the ticket
Workflow Flow
Step 1
n8n
Trigger on new support ticket
Step 2
OpenAI
Analyze ticket sentiment and category
Step 3
n8n
Apply routing rules
Step 4
Slack
Notify assigned team
Why This Works
Combines AI's strength in understanding context with rule-based logic for consistent routing decisions, reducing manual work while maintaining reliability
Best For
Support teams handling 50+ tickets daily who need faster, more accurate routing
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