{ "name": "15 - Multi-channel Customer Support Router", "nodes": [ { "parameters": { "httpMethod": "POST", "path": "support-router", "responseMode": "responseNode", "options": {} }, "id": "node-webhook", "name": "Unified Support Webhook", "type": "n8n-nodes-base.webhook", "typeVersion": 2, "position": [ 260, 400 ] }, { "parameters": { "jsCode": "const body = $input.first().json.body || $input.first().json;\n\n// Normalize payload from multiple sources\n// Supports: Intercom, Zendesk, email form, Slack app, custom web form\nlet normalized = {};\n\nif (body.type === 'conversation.user.created' || body.data?.item?.type === 'conversation') {\n // Intercom format\n const conv = body.data?.item || body;\n normalized = {\n source: 'intercom',\n externalId: conv.id,\n email: conv.source?.author?.email || '',\n name: conv.source?.author?.name || '',\n message: conv.source?.body || '',\n subject: conv.source?.subject || 'Intercom Chat',\n tags: (conv.tags?.tags || []).map(t => t.name).join(', '),\n isPaid: conv.contacts?.contacts?.[0]?.role === 'user'\n };\n} else if (body.ticket || body.ticket_event) {\n // Zendesk format\n const ticket = body.ticket || {};\n normalized = {\n source: 'zendesk',\n externalId: `ZD-${ticket.id}`,\n email: ticket.requester?.email || ticket.email || '',\n name: ticket.requester?.name || '',\n message: ticket.description || '',\n subject: ticket.subject || '',\n tags: (ticket.tags || []).join(', '),\n isPaid: ticket.type === 'problem' || ticket.priority === 'high'\n };\n} else if (body.payload?.event_type?.startsWith('slack')) {\n // Slack slash command or app mention\n const event = body.event || body.payload || {};\n normalized = {\n source: 'slack',\n externalId: event.ts || `SL-${Date.now()}`,\n email: body.userEmail || '',\n name: body.userName || event.user || '',\n message: event.text || body.text || '',\n subject: 'Slack Support Request',\n tags: '',\n isPaid: false\n };\n} else {\n // Generic web form\n normalized = {\n source: body.source || 'web-form',\n externalId: body.id || `WF-${Date.now()}`,\n email: body.email || '',\n name: body.name || `${body.firstName || ''} ${body.lastName || ''}`.trim(),\n message: body.message || body.description || '',\n subject: body.subject || 'Support Request',\n tags: body.tags || '',\n isPaid: body.planType === 'paid' || body.subscription === 'pro'\n };\n}\n\n// Determine tier: paid users get priority routing\nconst tier = normalized.isPaid ? 'paid' : 'free';\nconst urgencyKeywords = ['urgent', 'critical', 'asap', 'broken', 'down', 'not working', 'emergency', 'immediately'];\nconst isUrgent = urgencyKeywords.some(kw => normalized.message.toLowerCase().includes(kw) || normalized.subject.toLowerCase().includes(kw));\n\nnormalized.tier = tier;\nnormalized.isUrgent = isUrgent;\nnormalized.routingKey = `${tier}-${normalized.source}`;\nnormalized.timestamp = new Date().toISOString();\n\nreturn [{ json: normalized }];" }, "id": "node-normalize", "name": "Code - Normalize Multi-source Input", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 480, 400 ] }, { "parameters": { "dataType": "string", "value1": "={{ $json.tier }}", "rules": { "rules": [ { "value2": "paid", "outputKey": "paid_tier" }, { "value2": "free", "outputKey": "free_tier" } ] }, "fallbackOutput": "last" }, "id": "node-switch-tier", "name": "Switch - Route by Tier", "type": "n8n-nodes-base.switch", "typeVersion": 3.2, "position": [ 700, 400 ] }, { "parameters": { "resource": "ticket", "operation": "create", "subject": "={{ $json.subject }} [PAID \u2014 {{ $json.source.toUpperCase() }}]", "comment": "={{ $json.message }}", "additionalFields": { "type": "problem", "priority": "={{ $json.isUrgent ? 'urgent' : 'high' }}", "requester_email": "={{ $json.email }}", "requester_name": "={{ $json.name }}", "tags": "paid-customer {{ $json.source }} {{ $json.isUrgent ? 'urgent' : '' }}", "custom_fields": [ { "id": "360000000001", "value": "={{ $json.source }}" }, { "id": "360000000002", "value": "={{ $json.externalId }}" } ] } }, "id": "node-zendesk-paid", "name": "Zendesk - Create Priority Ticket", "type": "n8n-nodes-base.zendesk", "typeVersion": 1, "position": [ 920, 240 ], "credentials": { "zendeskApi": { "name": "" } } }, { "parameters": { "resource": "contact", "operation": "upsert", "additionalFields": { "email": "={{ $json.email }}", "firstname": "={{ $json.name.split(' ')[0] }}", "lastname": "={{ $json.name.split(' ').slice(1).join(' ') }}", "hs_lead_status": "OPEN_DEAL", "notes_last_contacted": "={{ $json.timestamp }}" } }, "id": "node-hubspot-paid", "name": "HubSpot - Update Paid Contact", "type": "n8n-nodes-base.hubspot", "typeVersion": 2, "position": [ 920, 380 ], "credentials": { "hubspotApi": { "name": "" } } }, { "parameters": { "select": "channel", "channelId": { "__rl": true, "value": "C_VIP_SUPPORT", "mode": "id" }, "messageType": "block", "blocksUi": { "blocksValues": [ { "type": "header", "text": { "type": "plain_text", "text": "\ud83d\udc8e VIP Support Request {{ $json.isUrgent ? '\u2014 \ud83d\udea8 URGENT' : '' }}" } }, { "type": "section", "fields": [ { "type": "mrkdwn", "text": "*Customer:*\n{{ $json.name }} ({{ $json.email }})" }, { "type": "mrkdwn", "text": "*Source:*\n{{ $json.source }}" }, { "type": "mrkdwn", "text": "*Tier:*\n\ud83d\udc8e Paid" }, { "type": "mrkdwn", "text": "*Urgent:*\n{{ $json.isUrgent ? '\ud83d\udea8 YES' : 'No' }}" } ] }, { "type": "section", "text": { "type": "mrkdwn", "text": "*Subject:* {{ $json.subject }}\n*Message:* {{ $json.message.substring(0, 400) }}{{ $json.message.length > 400 ? '...' : '' }}" } }, { "type": "context", "elements": [ { "type": "mrkdwn", "text": "Ticket created in Zendesk \u2022 HubSpot updated \u2022 SLA: 2 hours" } ] } ] } }, "id": "node-slack-paid", "name": "Slack - VIP Support Channel", "type": "n8n-nodes-base.slack", "typeVersion": 2.2, "position": [ 920, 520 ], "credentials": { "slackApi": { "name": "" } } }, { "parameters": { "resource": "ticket", "operation": "create", "subject": "={{ $json.subject }} [FREE \u2014 {{ $json.source.toUpperCase() }}]", "comment": "={{ $json.message }}", "additionalFields": { "type": "question", "priority": "normal", "requester_email": "={{ $json.email }}", "requester_name": "={{ $json.name }}", "tags": "free-tier {{ $json.source }}" } }, "id": "node-zendesk-free", "name": "Zendesk - Create Standard Ticket", "type": "n8n-nodes-base.zendesk", "typeVersion": 1, "position": [ 920, 660 ], "credentials": { "zendeskApi": { "name": "" } } }, { "parameters": { "sendTo": "={{ $json.email }}", "subject": "We received your support request \u2014 Ticket #{{ $json.externalId }}", "message": "\n

Hi {{ $json.name }},

\n

Thanks for reaching out! We've received your request and our team will get back to you shortly.

\n
\n

Reference: {{ $json.externalId }}

\n

Subject: {{ $json.subject }}

\n

Expected response: {{ $json.tier === 'paid' ? 'Within 2 hours (priority support)' : 'Within 24 hours' }}

\n
\n

In the meantime, check our Help Center for instant answers.

\n

Best,
The Support Team

\n", "options": {} }, "id": "node-gmail-confirm", "name": "Gmail - Send Confirmation", "type": "n8n-nodes-base.gmail", "typeVersion": 2.1, "position": [ 1140, 460 ], "credentials": { "gmailOAuth2": { "name": "" } } }, { "parameters": { "respondWith": "json", "responseBody": "={\n \"success\": true,\n \"ticketId\": \"{{ $json.externalId }}\",\n \"tier\": \"{{ $json.tier }}\",\n \"message\": \"Support request received. Confirmation sent to {{ $json.email }}.\"\n}" }, "id": "node-respond", "name": "Respond to Webhook", "type": "n8n-nodes-base.respondToWebhook", "typeVersion": 1, "position": [ 1360, 400 ] } ], "connections": { "Unified Support Webhook": { "main": [ [ { "node": "Code - Normalize Multi-source Input", "type": "main", "index": 0 } ] ] }, "Code - Normalize Multi-source Input": { "main": [ [ { "node": "Switch - Route by Tier", "type": "main", "index": 0 } ] ] }, "Switch - Route by Tier": { "main": [ [ { "node": "Zendesk - Create Priority Ticket", "type": "main", "index": 0 }, { "node": "HubSpot - Update Paid Contact", "type": "main", "index": 0 }, { "node": "Slack - VIP Support Channel", "type": "main", "index": 0 } ], [ { "node": "Zendesk - Create Standard Ticket", "type": "main", "index": 0 } ] ] }, "Zendesk - Create Priority Ticket": { "main": [ [ { "node": "Gmail - Send Confirmation", "type": "main", "index": 0 } ] ] }, "Zendesk - Create Standard Ticket": { "main": [ [ { "node": "Gmail - Send Confirmation", "type": "main", "index": 0 } ] ] }, "Gmail - Send Confirmation": { "main": [ [ { "node": "Respond to Webhook", "type": "main", "index": 0 } ] ] } }, "active": false, "settings": { "executionOrder": "v1" }, "tags": [ { "name": "support" }, { "name": "routing" }, { "name": "multi-channel" } ], "meta": { "description": "Single webhook accepts support requests from Intercom, Zendesk, Slack, email form, or custom web form. Normalizes payload, routes paid users to Zendesk priority queue + HubSpot update + VIP Slack channel; free users to standard Zendesk queue. Sends confirmation email to both tiers.", "prerequisites": [ "Zendesk API credentials", "HubSpot API key", "Slack Bot Token with chat:write scope", "Gmail OAuth2 credentials", "Configure your support channels (Intercom, Zendesk, etc.) to POST to the n8n webhook URL", "Update Slack channel IDs (VIP support vs general support)", "Verify Zendesk custom field IDs or remove custom_fields block" ], "testingScenario": { "paid_user_test": { "source": "web-form", "email": "ceo@bigclient.com", "name": "Big CEO", "subject": "Critical: API is down!", "message": "Our integration is completely broken. This is urgent, we're losing $10k/hour.", "planType": "paid" }, "free_user_test": { "source": "web-form", "email": "user@gmail.com", "name": "Free User", "subject": "Question about pricing", "message": "Hi, how do I upgrade my account?", "planType": "free" }, "edge_cases": [ "Intercom webhook format \u2192 test with Intercom dev tools", "Missing email \u2192 Gmail node fails, add IF check", "Zendesk requester already exists \u2192 creates duplicate, add upsert logic", "Slack slash command format differs from app mention format" ] } } }