{ "name": "AI Support Ticket Triage", "active": false, "settings": { "executionOrder": "v1" }, "versionId": "901ed2f2-7d68-4ff0-ab85-e3885f97607c", "nodes": [ { "parameters": { "path": "support-ticket-v3", "httpMethod": "POST", "responseMode": "onReceived" }, "id": "ticket_webhook", "name": "Ticket Webhook", "type": "n8n-nodes-base.webhook", "typeVersion": 1, "position": [ 220, 320 ] }, { "parameters": { "jsCode": "return $input.all().map((item) => {\n const subject = String(item.json.subject || 'No subject');\n const message = String(item.json.message || item.json.description || 'No message');\n return {\n json: {\n ...item.json,\n subject,\n message,\n receivedAt: new Date().toISOString(),\n },\n };\n});" }, "id": "normalize_ticket", "name": "Normalize Ticket", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 450, 320 ] }, { "parameters": { "jsCode": "return $input.all().map((item) => {\n const lowered = (String(item.json.subject || '') + ' ' + String(item.json.message || '')).toLowerCase();\n\n let deterministicScore = 30;\n if (lowered.includes('outage') || lowered.includes('down')) deterministicScore += 35;\n if (lowered.includes('payment') || lowered.includes('billing')) deterministicScore += 20;\n if (lowered.includes('security') || lowered.includes('breach')) deterministicScore += 25;\n\n return {\n json: {\n ...item.json,\n deterministicScore,\n baselineQueue: deterministicScore >= 70 ? 'urgent-human' : 'ai-assisted',\n },\n };\n});" }, "id": "deterministic_ticket_score", "name": "Deterministic Ticket Score", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 700, 320 ] }, { "parameters": { "promptType": "define", "text": "={{'You triage support tickets. Return strict JSON with keys aiScore (0-100), priority (urgent-human|human|ai-assisted), summary (string). Ticket payload: ' + JSON.stringify($json)}}", "options": {} }, "id": "ai_ticket_triage_agent", "name": "AI Ticket Triage Agent", "type": "@n8n/n8n-nodes-langchain.agent", "typeVersion": 3.1, "position": [ 940, 220 ] }, { "parameters": { "model": { "mode": "list", "value": "gpt-4.1-mini" }, "options": {} }, "id": "openai_chat_model", "name": "OpenAI Chat Model", "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi", "typeVersion": 1.3, "position": [ 940, 520 ] }, { "parameters": { "jsCode": "return $input.all().map((item) => {\n const rawCandidate =\n item.json.output ??\n item.json.text ??\n item.json.response ??\n item.json.result ??\n item.json;\n\n let parsed = {};\n\n if (typeof rawCandidate === 'string') {\n try {\n parsed = JSON.parse(rawCandidate);\n } catch (error) {\n parsed = { summary: rawCandidate };\n }\n } else if (rawCandidate && typeof rawCandidate === 'object') {\n parsed = rawCandidate;\n }\n\n const pickNumber = (...keys) => {\n for (const key of keys) {\n const value = Number(parsed[key]);\n if (Number.isFinite(value) && value > 0) return value;\n }\n return 0;\n };\n\n const pickString = (...keys) => {\n for (const key of keys) {\n const value = parsed[key];\n if (typeof value === 'string' && value.trim()) return value.trim();\n }\n return '';\n };\n\n return {\n json: {\n aiScore: pickNumber('aiScore', 'score', 'riskScore', 'severityScore', 'readinessScore'),\n aiPriority: pickString('priority', 'queue', 'recommendation', 'decision'),\n aiSummary: pickString('summary', 'rationale', 'reason', 'triageSummary', 'recommendation') || 'ai_response_unavailable',\n aiPayload: parsed,\n },\n };\n});" }, "id": "parse_ai_output", "name": "Parse AI Output", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 1160, 220 ] }, { "parameters": { "mode": "combine" }, "id": "merge_ai_with_rules", "name": "Merge AI with Rules", "type": "n8n-nodes-base.merge", "typeVersion": 3, "position": [ 1160, 360 ] }, { "parameters": { "jsCode": "return $input.all().map((item) => {\n const deterministicScore = Number(item.json.deterministicScore || 0);\n const aiScore = Number(item.json.aiScore || 0);\n const triageScore = aiScore > 0\n ? Math.round((deterministicScore * 0.6) + (aiScore * 0.4))\n : deterministicScore;\n\n const queue = triageScore >= 70\n ? 'urgent-human'\n : (item.json.aiPriority || item.json.baselineQueue || 'ai-assisted');\n\n return {\n json: {\n ...item.json,\n triageScore,\n queue,\n summary: item.json.aiSummary || 'deterministic fallback used',\n },\n };\n});" }, "id": "final_ticket_decision", "name": "Final Ticket Decision", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 1380, 360 ] }, { "parameters": { "conditions": { "number": [ { "value1": "={{$json.triageScore}}", "operation": "largerEqual", "value2": 70 } ] } }, "id": "human_escalation_check", "name": "Human Escalation?", "type": "n8n-nodes-base.if", "typeVersion": 2, "position": [ 1600, 360 ] }, { "parameters": { "resource": "databasePage", "operation": "create", "databaseId": { "mode": "url", "value": "https://www.notion.so/00000000000000000000000000000000" }, "title": "={{\"Ticket: \" + ($json.subject || \"No subject\") + \" | \" + ($json.queue || \"ai-assisted\")}}", "simple": true }, "id": "notion_log_ticket", "name": "Notion Log Ticket", "type": "n8n-nodes-base.notion", "typeVersion": 2.2, "position": [ 1820, 360 ] }, { "parameters": { "resource": "message", "operation": "post", "select": "channel", "channelId": { "mode": "id", "value": "C01234567" }, "messageType": "text", "text": "={{\"\ud83d\udea8 Urgent ticket: \" + ($json.subject || \"No subject\") + \" | score \" + ($json.triageScore || 0)}}" }, "id": "slack_urgent_ticket", "name": "Slack Urgent Ticket", "type": "n8n-nodes-base.slack", "typeVersion": 2.4, "position": [ 1820, 180 ] }, { "parameters": { "resource": "message", "operation": "post", "select": "channel", "channelId": { "mode": "id", "value": "C01234567" }, "messageType": "text", "text": "={{\"Ticket triaged to \" + ($json.queue || \"ai-assisted\") + \" | \" + ($json.subject || \"No subject\")}}" }, "id": "slack_standard_ticket", "name": "Slack Standard Ticket", "type": "n8n-nodes-base.slack", "typeVersion": 2.4, "position": [ 1820, 540 ] }, { "parameters": { "resource": "message", "operation": "send", "sendTo": "={{$json.email || \"customer@example.com\"}}", "subject": "Support Ticket Update", "message": "={{\"Queue: \" + ($json.queue || \"ai-assisted\") + \"\\nSummary: \" + ($json.summary || \"pending\")}}" }, "id": "gmail_ticket_update", "name": "Gmail Ticket Update", "type": "n8n-nodes-base.gmail", "typeVersion": 2.2, "position": [ 2050, 360 ] } ], "connections": { "Ticket Webhook": { "main": [ [ { "node": "Normalize Ticket", "type": "main", "index": 0 } ] ] }, "Normalize Ticket": { "main": [ [ { "node": "Deterministic Ticket Score", "type": "main", "index": 0 } ] ] }, "Deterministic Ticket Score": { "main": [ [ { "node": "AI Ticket Triage Agent", "type": "main", "index": 0 } ], [ { "node": "Merge AI with Rules", "type": "main", "index": 0 } ] ] }, "OpenAI Chat Model": { "ai_languageModel": [ [ { "node": "AI Ticket Triage Agent", "type": "ai_languageModel", "index": 0 } ] ] }, "AI Ticket Triage Agent": { "main": [ [ { "node": "Parse AI Output", "type": "main", "index": 0 } ] ] }, "Parse AI Output": { "main": [ [ { "node": "Merge AI with Rules", "type": "main", "index": 1 } ] ] }, "Merge AI with Rules": { "main": [ [ { "node": "Final Ticket Decision", "type": "main", "index": 0 } ] ] }, "Final Ticket Decision": { "main": [ [ { "node": "Human Escalation?", "type": "main", "index": 0 } ] ] }, "Human Escalation?": { "main": [ [ { "node": "Slack Urgent Ticket", "type": "main", "index": 0 }, { "node": "Notion Log Ticket", "type": "main", "index": 0 } ], [ { "node": "Slack Standard Ticket", "type": "main", "index": 0 }, { "node": "Notion Log Ticket", "type": "main", "index": 0 } ] ] }, "Notion Log Ticket": { "main": [ [ { "node": "Gmail Ticket Update", "type": "main", "index": 0 } ] ] } } }