🎫 Automatically create JIRA issues from Outlook email support requests
⚡ 3,916 views · 🎫 Ticket Management & Triage
Description
This n8n template watches an outlook shared inbox for support messages and creates an equivalent issue item in JIRA.
How it works
- A scheduled trigger fetches recent Outlook messages from an shared inbox which collects support requests.
- These support requests are filtered to ensure they are only processed once and their HTML body is converted to markdown for easier parsing.
- Each support request is then triaged via an AI Agent which adds appropriate labels, assesses priority and summarises a title and description of the original request.
- Finally, the AI generated values are used to create an issue in JIRA to be actioned.
How to use
- Ensure the messages fetched are solely support requests otherwise you’ll need to classify messages before processing them.
- Specify the labels and priorities to use in the system prompt of the AI agent.
Requirements
- Outlook for incoming support
- OpenAI for LLM
- JIRA for issue management
Customising this workflow
- Consider automating more steps after the issue is created such as attempting issue resolution or capacity planning.
🔗 Nodes Used
Jira Software, Microsoft Outlook, Markdown, Schedule Trigger, Basic LLM Chain, OpenAI Chat Model
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File