Automated Support Ticket Metadata Generation and Analysis
detail.loadingPreview
Automates the extraction, enrichment, and analysis of support ticket data from various sources, generating structured metadata in English and Chinese for enhanced reporting and actionable insights.
About This Workflow
This workflow aims to create a comprehensive and structured metadata repository for customer support tickets. It leverages AI-powered scraping to gather data from open tickets, closed tickets, and knowledge base articles. The extracted data is then enriched with advanced analytics, SLA monitoring, and escalation intelligence using a code node. Finally, the processed data is stored in a Google Sheet for dashboarding and critical escalations are flagged via Slack.
Key Features
- Multi-Source Data Ingestion: Pulls data from live support dashboards, closed ticket archives, and knowledge bases.
- AI-Powered Extraction: Utilizes
scrapegraphainodes to intelligently extract relevant information based on predefined prompts and schemas. - Advanced Analytics Engine: A custom JavaScript code node performs in-depth analysis, including:
- AI-driven ticket categorization based on keywords.
- SLA compliance monitoring with adjustments for customer tiers.
- Sophisticated escalation logic considering multiple factors (SLA breach, priority, age, customer tier, etc.).
- Performance metrics calculation (resolution rate, average resolution time, CSAT, category distribution).
- Knowledge base analytics.
- Structured Metadata Generation: Creates a unified and detailed data structure for each ticket.
- Conditional Alerting: Triggers Slack notifications for critical escalations requiring immediate attention.
- Dashboarding Ready: Pushes processed data to a Google Sheet for easy visualization and reporting.
How To Use
- Configure Triggers: Set up the
Schedule Trigger(Automated Support Monitor Trigger) for periodic runs and ensure theWebhook Trigger(Support Ticket Webhook Trigger) is active if real-time ticket updates are desired. - Update Scraper URLs: In the
AI Support Dashboard Scraper,AI Closed Tickets Analyzer, andAI Knowledge Base Analyzernodes, replacehttps://your-support-system.com/...with the actual URLs of your support system. - Customize Prompts & Schemas: Review and adjust the
userPromptin thescrapegraphainodes to match your specific data structure and desired output schema. - Configure Advanced Analytics (Code Node): The
Advanced Support Analytics & Intelligencenode is pre-configured with example rules. AdjustsupportConfigwithin the JavaScript code forslaThresholds,customerTiers,categoryPatterns, andescalationTriggersto align with your organization's policies. - Set up Google Sheets Integration: In the
Google Sheets Support Analytics Dashboardnode:- Ensure correct
documentIdandsheetName(orgid). - Configure
authenticationusing a service account. - Review and map
columnsto match the output from the code node.
- Ensure correct
- Configure Slack Integration: In the
Slack Manager Escalation Alertnode:- Ensure the correct
webhookIdis set. - Review and adjust the
texttemplate for Slack messages, including the dynamic fields referencing the processed ticket data.
- Ensure the correct
- Configure
ifNode: TheCritical Escalation Filternode determines which tickets trigger a Slack alert. Modify theconditionsandcombineOperationto suit your critical escalation criteria. - Run and Monitor: Activate the workflow and monitor its execution. Check the Google Sheet for processed data and Slack for critical alerts.
Apps Used
Workflow JSON
{
"id": "a7ccd18f-6c57-473c-bb58-4d3b3ba41868",
"name": "Automated Support Ticket Metadata Generation and Analysis",
"nodes": 29,
"category": "Support & 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: a7ccd18f-6c57...
About the Author
Free n8n Workflows Official
System Admin
The official repository for verified enterprise-grade workflows.
Statistics
Related Workflows
Discover more workflows you might like
Universal CSV to JSON API Converter
Effortlessly transform CSV data into structured JSON with this versatile n8n workflow. Integrate it into any application as a custom API endpoint, supporting various input methods including file uploads and raw text.
Automate Local Business Outreach with AI-Powered Yelp Scraper
This workflow automates the process of scraping local business details from Yelp using AI, then leverages that data to send personalized partnership proposals via Gmail. It's perfect for sales and marketing teams looking to streamline lead generation and outreach campaigns.
Automate Getty Images Editorial Search & CMS Integration
This n8n workflow automates searching for editorial images on Getty Images, extracts key details and embed codes, and prepares them for seamless integration into your Content Management System (CMS), streamlining your content creation process.