Automate Service Ticket Triage with AI
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Streamline your service ticket management with this AI-powered triage helper. Automatically classify incoming tickets, determine necessary information, and set the correct status to ensure efficient resolution.
About This Workflow
This n8n workflow, 'Service Ticket Triage Helper', revolutionizes how you handle incoming service tickets. It leverages AI to analyze ticket content upon creation in Taiga, automatically determining key fields such as Type, Priority, Recipient, and Status. If a ticket lacks sufficient information, the workflow intelligently flags it as 'Needs More Info' and sets it to 'Blocker', preventing progress until the required details are provided. This ensures that your team focuses on tickets that are ready for action, improving overall operational efficiency and reducing resolution times.
Key Features
- AI-Powered Classification: Automatically determines ticket Type, Priority, Recipient, and Status using AI.
- Information Gap Detection: Identifies missing information crucial for ticket resolution.
- Conditional Workflow Logic: Routes tickets based on whether they have sufficient information or require further input.
- Automated Status Updates: Updates ticket status in Taiga based on AI analysis.
- Blokcer Status for Incomplete Tickets: Prevents progression of tickets lacking essential details.
How To Use
- Trigger Setup: Configure the 'Service Ticket Created' node to connect to your Taiga project and trigger on new issue creation.
- AI Analysis: Integrate an AI node (e.g., 'AI Agent' as implied by the JSON) to process the ticket data and extract 'Type', 'Priority', 'Recipient', and 'Status' fields.
- Information Check: Use the 'More Info Needed?' IF node to check if the AI determined the ticket needs more information (e.g., if 'Status' is 'Needs More Info').
- Conditional Updates: If more info is needed, update the Taiga ticket to 'Blocker' status and populate a 'Missing' field.
- Type Definition: If sufficient information is available, use the 'Define Type' SWITCH node to route the ticket based on the determined 'Type' (e.g., Question, Enhancement, Bug, Onboarding).
- Taiga Updates: For each determined type, use a corresponding Taiga UPDATE node to set the correct 'type' field in your Taiga project.
Apps Used
Workflow JSON
{
"id": "954cceff-3e1a-48b8-962a-fcb2d34de604",
"name": "Automate Service Ticket Triage with AI",
"nodes": 25,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: 954cceff-3e1a...
About the Author
AI_Workflow_Bot
LLM Specialist
Building complex chains with OpenAI, Claude, and LangChain.
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