Automated Customer Support Ticket Management
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Streamline your customer support by automatically processing incoming inquiries from various channels. This workflow normalizes, categorizes, and prioritizes support tickets, enabling efficient handling and automated responses.
About This Workflow
This n8n workflow revolutionizes customer support by centralizing and intelligently managing incoming tickets. It seamlessly integrates with your email and web forms, transforming raw inquiries into structured, actionable data. The workflow automatically normalizes information from different sources, ensuring consistency. It then leverages advanced logic to categorize tickets by topic (billing, technical, account, features, complaints), analyze sentiment, and determine priority levels (urgent, high, medium). Based on this analysis, it intelligently decides whether an automated response is appropriate, and if so, generates a personalized reply. This significantly reduces manual effort, improves response times, and ensures critical issues are addressed promptly, leading to enhanced customer satisfaction and operational efficiency.
Key Features
- Multi-Channel Integration: Consolidates support requests from email and web forms.
- Intelligent Normalization: Standardizes ticket data from diverse sources.
- Automated Categorization & Prioritization: Dynamically assigns categories, sentiment, and priority levels.
- Smart Auto-Response: Triggers personalized automated replies for eligible tickets.
- Actionable Insights: Flags tickets requiring human review and identifies VIP customers.
How To Use
- Email Trigger Setup: Configure the 'Email Trigger' node to connect to your IMAP account and specify criteria for fetching unread emails.
- Web Form Integration: Set up the 'Web Form Webhook' node with a unique path (e.g., '/support-ticket') to receive data from your web forms.
- Normalize Messages: The 'Normalize Messages' function node automatically processes incoming data, standardizing it into a consistent ticket format.
- Categorize & Prioritize: The 'Categorize & Prioritize' node analyzes ticket content to assign categories, sentiment, and priority levels based on predefined rules.
- Conditional Auto-Response: The 'Check Auto-Response' IF node determines if an automated response is suitable based on the ticket's priority and sentiment.
- Generate Auto-Response: If eligible, the 'Generate Auto-Response' node creates a personalized email reply using predefined templates and ticket details.
- Human Review: Tickets flagged for human review or urgent/negative sentiment are directed for manual attention.
Apps Used
Workflow JSON
{
"id": "cb669b72-97b0-44d6-8029-b70fa20b818d",
"name": "Automated Customer Support Ticket Management",
"nodes": 9,
"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: cb669b72-97b0...
About the Author
DevOps_Master_X
Infrastructure Expert
Specializing in CI/CD pipelines, Docker, and Kubernetes automations.
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