🎫 Automate customer support issue resolution using AI text classifier
⚡ 28,198 views · 🎫 Ticket Management & Triage
Description
This n8n template is designed to assist and improve customer support team member capacity by automating the resolution of long-lived and forgotten JIRA issues.
How it works
- Schedule Trigger runs daily to check for long-lived unresolved issues and imports them into the workflow.
- Each Issue is handled as a separate subworkflow by using an execute workflow node. This allows parallel processing.
- A report is generated from the issue using its comment history allowing the issue to be classified by AI - determining the state and progress of the issue.
- If determined to be resolved, sentiment analysis is performed to track customer satisfaction. If negative, a slack message is sent to escalate, otherwise the issue is closed automatically.
- If no response has been initiated, an AI agent will attempt to search and resolve the issue itself using similar resolved issues or from the notion database. If a solution is found, it is posted to the issue and closed.
- If the issue is blocked and waiting for responses, then a reminder message is added.
How to use
- This template searches for JIRA issues which are older than 7 days which are not in the “Done” status. Ensure there are some issues that meet this criteria otherwise adjust the search query to suit.
- Works best if you frequently have long-lived issues that need resolving.
- Ensure the notion tool is configured as to not read documents you didn’t intend it to ie. private and/or internal documentation.
Requirements
- JIRA for issues management
- OpenAI for LLM
- Slack for notifications
Customising this workflow
- Why not try classifying issues as they are created? One use-case may be for quality control such as ensuring reporting criteria is adhered to, summarising and rephrasing issue for easier reading or adjusting priority.
🔗 Nodes Used
Slack, Jira Software, Execute Sub-workflow, Execute Workflow Trigger, Schedule Trigger, AI Agent
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File