Automate Support Ticket Triage and Evaluation
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This n8n workflow automatically categorizes and prioritizes incoming support tickets using AI, then evaluates its accuracy against a predefined dataset. Streamline your support operations and ensure consistent ticket handling.
About This Workflow
This n8n workflow leverages advanced AI to revolutionize support ticket management. It begins by receiving support ticket data via a webhook. The core of the automation is an AI Agent that intelligently analyzes the ticket's subject and body to assign a category (e.g., Bug Report, Feature Request) and priority (Low, Medium, High, Urgent). This AI-driven classification is powered by a powerful language model, ensuring sophisticated understanding of user requests. For robust evaluation, the workflow compares the AI's predictions against a curated dataset of historical support tickets with known correct categories and priorities. This allows for continuous monitoring and improvement of the AI's performance, ensuring your support team is always working with accurate classifications. The results are then neatly presented, enabling you to measure the effectiveness of your AI-powered triage system.
Key Features
- AI-powered ticket categorization and prioritization.
- Real-time evaluation against a reference dataset.
- Flexible webhook integration for incoming tickets.
- Configurable AI system prompts for tailored responses.
- Structured output for easy data processing.
How To Use
- Set up the Webhook Node: Configure the 'Webhook' node to receive incoming support ticket data.
- Connect to AI: Integrate the 'AI Agent' and 'OpenAI Chat Model' nodes, ensuring your OpenAI API credentials are correctly set up. Customize the 'systemMessage' in the 'AI Agent' to define your categorization rules and desired output format.
- Define Output Parsing: Use the 'Structured Output Parser' to ensure the AI's response is in the expected JSON format.
- Load Your Dataset: Configure the 'When fetching a dataset row' node to point to your Google Sheet containing historical support tickets and their correct categories/priorities.
- Implement Matching Logic: Utilize the 'Check categorization' node to compare the AI's generated category and priority against the expected values from your dataset.
- Respond to Webhook: Configure the 'Respond to Webhook' node to send the evaluation results or an appropriate response back to the originating system.
- Set Metrics: Use the 'Set metrics' node to record the outcome of your evaluations for further analysis.
Apps Used
Workflow JSON
{
"id": "394be886-9b9c-4a18-82cc-33ef05f831d5",
"name": "Automate Support Ticket Triage and Evaluation",
"nodes": 21,
"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.
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ID: 394be886-9b9c...
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