🎫 Automate support ticket triage and resolution with JIRA and AI
⚡ 8,627 views · 🎫 Ticket Management & Triage
Description
This n8n template automates triaging of newly opened support tickets and issue resolution via JIRA.
If your organisation deals with a large number of support requests daily, automating triaging is a great use-case for introducing AI to your support teams. Extending the idea, we can also get AI to give a first attempt at resolving the issue intelligently.
How it works
- A scheduled trigger picks up newly opened JIRA support tickets from the queue and discards any seen before.
- An AI agent analyses the open ticket to add labels, priority on the seriousness of the issue and simplifies the description for better readability and understanding for human support.
- Next, the agent attempts to address and resolve the issue by finding similar issues (by tags) which have been resolved.
- Each similar issue has its comments analysed and summarised to identify the actual resolution and facts.
- These summarises are then used as context for the AI agent to suggest a fix to the open ticket.
How to use
- Simply connect your JIRA instance to the workflow and activate to start watching for open tickets. Depending on frequency, you may need to increase for decrease the intervals.
- Define labels to use in the agent’s system prompt.
- Restrict to certain projects or issue types to suit your organisation.
Requirements
- JIRA for issue management and support portal
- OpenAI for LLM
Customising this workflow
- Not using JIRA? Try swapping out the nodes for Linear or your issue management system of choice.
- Try a different approach for issue resolution. You might want to try RAG approach where a knowledge base is used.
🔗 Nodes Used
Jira Software, Schedule Trigger, Basic LLM Chain, OpenAI Chat Model, Structured Output Parser
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File