This workflow follows the OpenAI → Slack recipe pattern — see all workflows that pair these two integrations.
The workflow JSON
Copy or download the full n8n JSON below. Paste it into a new n8n workflow, add your credentials, activate. Full import guide →
{
"name": "03 - AI Support Ticket Triage",
"nodes": [
{
"parameters": {
"httpMethod": "POST",
"path": "support-ticket",
"responseMode": "responseNode",
"options": {}
},
"id": "node-webhook",
"name": "Ticket Webhook",
"type": "n8n-nodes-base.webhook",
"typeVersion": 2,
"position": [
260,
300
]
},
{
"parameters": {
"jsCode": "// Verify HMAC signature to ensure ticket comes from a trusted source\nconst crypto = require('crypto');\nconst SECRET = $env['WEBHOOK_SECRET'] || 'change-me';\n\nconst body = $input.first().json;\nconst rawBody = JSON.stringify(body.body || body);\nconst signature = $input.first().json.headers?.['x-webhook-signature'] || '';\n\nconst expected = crypto\n .createHmac('sha256', SECRET)\n .update(rawBody)\n .digest('hex');\n\nconst verified = signature === `sha256=${expected}`;\n\nif (!verified && $env['ENFORCE_SIGNATURE'] === 'true') {\n throw new Error('Invalid webhook signature \u2014 request rejected');\n}\n\nconst ticket = body.body || body;\n\nreturn [{\n json: {\n signatureVerified: verified,\n ticketId: ticket.id || `TKT-${Date.now()}`,\n subject: ticket.subject || ticket.title || 'No Subject',\n body: ticket.body || ticket.description || ticket.message || '',\n email: ticket.email || ticket.from || '',\n name: ticket.name || ticket.customer_name || 'Customer',\n priority: ticket.priority || 'normal',\n channel: ticket.channel || 'email',\n timestamp: new Date().toISOString()\n }\n}];"
},
"id": "node-verify-sig",
"name": "Code - Verify Signature",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
480,
300
]
},
{
"parameters": {
"resource": "text",
"operation": "message",
"modelId": {
"__rl": true,
"value": "gpt-4o",
"mode": "list"
},
"messages": {
"values": [
{
"role": "system",
"content": "You are a support ticket classifier. Analyze the ticket and respond with a JSON object containing:\n- category: one of [billing, technical, account, feature_request, bug, complaint, general]\n- urgency: one of [low, medium, high, critical]\n- sentiment: one of [positive, neutral, negative, angry]\n- department: one of [billing_team, tech_support, account_management, product_team, general_support]\n- summary: 1-sentence summary of the issue\n- suggested_response_tone: one of [empathetic, technical, informative, apologetic]\n\nRespond ONLY with valid JSON, no markdown."
},
{
"role": "user",
"content": "Subject: {{ $json.subject }}\n\nMessage: {{ $json.body }}\n\nCustomer: {{ $json.name }} ({{ $json.email }})"
}
]
},
"options": {
"temperature": 0.2,
"maxTokens": 300
}
},
"id": "node-openai-classify",
"name": "OpenAI - Categorize Ticket",
"type": "@n8n/n8n-nodes-langchain.openAi",
"typeVersion": 1.7,
"position": [
700,
300
],
"credentials": {
"openAiApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"jsCode": "const ticket = $('Code - Verify Signature').first().json;\nconst aiRaw = $input.first().json.message?.content || $input.first().json.choices?.[0]?.message?.content || '{}';\n\nlet aiResult;\ntry {\n aiResult = JSON.parse(aiRaw);\n} catch (e) {\n aiResult = { category: 'general', urgency: 'medium', sentiment: 'neutral', department: 'general_support', summary: 'Unable to parse AI classification' };\n}\n\nreturn [{\n json: {\n ...ticket,\n ...aiResult,\n aiClassified: true\n }\n}];"
},
"id": "node-parse-ai",
"name": "Code - Parse AI Result",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
920,
300
]
},
{
"parameters": {
"dataType": "string",
"value1": "={{ $json.department }}",
"rules": {
"rules": [
{
"value2": "billing_team",
"outputKey": "billing"
},
{
"value2": "tech_support",
"outputKey": "tech"
},
{
"value2": "account_management",
"outputKey": "account"
},
{
"value2": "product_team",
"outputKey": "product"
}
]
},
"fallbackOutput": "last"
},
"id": "node-switch",
"name": "Switch - Route by Department",
"type": "n8n-nodes-base.switch",
"typeVersion": 3.2,
"position": [
1140,
300
]
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"value": "C_BILLING_CHANNEL",
"mode": "id"
},
"messageType": "block",
"blocksUi": {
"blocksValues": [
{
"type": "header",
"text": {
"type": "plain_text",
"text": "\ud83d\udcb3 Billing Ticket \u2014 {{ $json.urgency.toUpperCase() }} Priority"
}
},
{
"type": "section",
"fields": [
{
"type": "mrkdwn",
"text": "*ID:* {{ $json.ticketId }}"
},
{
"type": "mrkdwn",
"text": "*Customer:* {{ $json.name }}"
},
{
"type": "mrkdwn",
"text": "*Email:* {{ $json.email }}"
},
{
"type": "mrkdwn",
"text": "*Sentiment:* {{ $json.sentiment }}"
}
]
},
{
"type": "section",
"text": {
"type": "mrkdwn",
"text": "*Summary:* {{ $json.summary }}"
}
}
]
}
},
"id": "node-slack-billing",
"name": "Slack - Billing Team",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.2,
"position": [
1360,
140
],
"credentials": {
"slackApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"value": "C_TECH_CHANNEL",
"mode": "id"
},
"messageType": "block",
"blocksUi": {
"blocksValues": [
{
"type": "header",
"text": {
"type": "plain_text",
"text": "\ud83d\udd27 Tech Support Ticket \u2014 {{ $json.urgency.toUpperCase() }} Priority"
}
},
{
"type": "section",
"fields": [
{
"type": "mrkdwn",
"text": "*ID:* {{ $json.ticketId }}"
},
{
"type": "mrkdwn",
"text": "*Customer:* {{ $json.name }}"
},
{
"type": "mrkdwn",
"text": "*Category:* {{ $json.category }}"
},
{
"type": "mrkdwn",
"text": "*Sentiment:* {{ $json.sentiment }}"
}
]
},
{
"type": "section",
"text": {
"type": "mrkdwn",
"text": "*Summary:* {{ $json.summary }}"
}
},
{
"type": "section",
"text": {
"type": "mrkdwn",
"text": "*Message:* {{ $json.body.substring(0, 500) }}"
}
}
]
}
},
"id": "node-slack-tech",
"name": "Slack - Tech Support",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.2,
"position": [
1360,
260
],
"credentials": {
"slackApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"value": "C_ACCOUNT_CHANNEL",
"mode": "id"
},
"messageType": "text",
"text": "\ud83d\udc64 *Account Ticket* [{{ $json.urgency }}] - {{ $json.name }} ({{ $json.email }})\n*Summary:* {{ $json.summary }}"
},
"id": "node-slack-account",
"name": "Slack - Account Mgmt",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.2,
"position": [
1360,
380
],
"credentials": {
"slackApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"value": "C_PRODUCT_CHANNEL",
"mode": "id"
},
"messageType": "text",
"text": "\ud83d\udca1 *Product Feedback / Feature Request* from {{ $json.name }}\n*Summary:* {{ $json.summary }}\n*Full message:* {{ $json.body.substring(0, 300) }}..."
},
"id": "node-slack-product",
"name": "Slack - Product Team",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.2,
"position": [
1360,
500
],
"credentials": {
"slackApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"value": "C_GENERAL_SUPPORT",
"mode": "id"
},
"messageType": "text",
"text": "\ud83d\udce9 *General Support Ticket* [{{ $json.urgency }}]\n*From:* {{ $json.name }} ({{ $json.email }})\n*Category:* {{ $json.category }}\n*Summary:* {{ $json.summary }}"
},
"id": "node-slack-general",
"name": "Slack - General Support",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.2,
"position": [
1360,
620
],
"credentials": {
"slackApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"respondWith": "json",
"responseBody": "={ \"success\": true, \"ticketId\": \"{{ $('Code - Parse AI Result').item.json.ticketId }}\", \"department\": \"{{ $('Code - Parse AI Result').item.json.department }}\" }"
},
"id": "node-respond",
"name": "Respond to Webhook",
"type": "n8n-nodes-base.respondToWebhook",
"typeVersion": 1,
"position": [
1140,
520
]
}
],
"connections": {
"Ticket Webhook": {
"main": [
[
{
"node": "Code - Verify Signature",
"type": "main",
"index": 0
}
]
]
},
"Code - Verify Signature": {
"main": [
[
{
"node": "OpenAI - Categorize Ticket",
"type": "main",
"index": 0
}
]
]
},
"OpenAI - Categorize Ticket": {
"main": [
[
{
"node": "Code - Parse AI Result",
"type": "main",
"index": 0
}
]
]
},
"Code - Parse AI Result": {
"main": [
[
{
"node": "Switch - Route by Department",
"type": "main",
"index": 0
},
{
"node": "Respond to Webhook",
"type": "main",
"index": 0
}
]
]
},
"Switch - Route by Department": {
"main": [
[
{
"node": "Slack - Billing Team",
"type": "main",
"index": 0
}
],
[
{
"node": "Slack - Tech Support",
"type": "main",
"index": 0
}
],
[
{
"node": "Slack - Account Mgmt",
"type": "main",
"index": 0
}
],
[
{
"node": "Slack - Product Team",
"type": "main",
"index": 0
}
],
[
{
"node": "Slack - General Support",
"type": "main",
"index": 0
}
]
]
}
},
"active": false,
"settings": {
"executionOrder": "v1"
},
"tags": [
{
"name": "support"
},
{
"name": "ai"
},
{
"name": "routing"
}
],
"meta": {
"description": "Receives support tickets via webhook, verifies HMAC signature, uses GPT-4o to classify category/urgency/sentiment, then routes via Switch node to the correct Slack department channel.",
"prerequisites": [
"OpenAI API key with gpt-4o access",
"Slack Bot Token with chat:write scope",
"Set WEBHOOK_SECRET env variable in n8n",
"Set ENFORCE_SIGNATURE=true to reject unsigned requests",
"Create Slack channels: billing, tech-support, account-management, product, general-support"
],
"testingScenario": {
"happy_path": "POST billing complaint \u2192 routes to billing channel with correct urgency",
"test_payloads": [
{
"subject": "Charged twice this month",
"body": "I was billed twice for my subscription. This needs to be fixed ASAP!",
"email": "customer@test.com",
"name": "Test User"
},
{
"subject": "App crashes on login",
"body": "The mobile app crashes every time I try to log in on iOS 17.",
"email": "dev@test.com",
"name": "Dev User"
},
{
"subject": "Feature request: dark mode",
"body": "Would love a dark mode option in the dashboard.",
"email": "user@test.com",
"name": "Power User"
}
]
}
}
}
Credentials you'll need
Each integration node will prompt for credentials when you import. We strip credential IDs before publishing — you'll add your own.
openAiApislackApi
Pro
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About this workflow
03 - AI Support Ticket Triage. Uses openAi, slack. Webhook trigger; 11 nodes.
Source: https://github.com/satmakuru222/TheAIStackk/blob/main/n8n-workflows/03-ai-support-ticket-triage.json — original creator credit. Request a take-down →
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