Support Triage

The workflow JSON

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{
  "id": "supporttriage001",
  "name": "03-support-triage",
  "nodes": [
    {
      "parameters": {
        "httpMethod": "POST",
        "authentication": "headerAuth",
        "path": "support-triage",
        "responseMode": "responseNode",
        "options": {
          "rawBody": true
        }
      },
      "id": "50000000-0000-4000-8000-000000000001",
      "name": "Ticket Webhook",
      "type": "n8n-nodes-base.webhook",
      "typeVersion": 2.1,
      "position": [
        0,
        300
      ],
      "credentials": {
        "httpHeaderAuth": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "mode": "runOnceForAllItems",
        "language": "javaScript",
        "jsCode": "const crypto = require('crypto');\nconst item = $input.first();\nconst secret = $env.ORDER_INTAKE_HMAC_SECRET || '';\nconst raw = item.binary && item.binary.data\n  ? Buffer.from(item.binary.data.data, 'base64').toString('utf8')\n  : JSON.stringify(item.json.body || {});\nconst headers = item.json.headers || {};\nconst provided = String(headers['x-signature'] || '').replace(/^sha256=/, '').trim();\nconst expected = crypto.createHmac('sha256', secret).update(raw).digest('hex');\nlet authOk = false;\ntry {\n  authOk = provided.length === expected.length &&\n    crypto.timingSafeEqual(Buffer.from(provided, 'hex'), Buffer.from(expected, 'hex'));\n} catch (e) { authOk = false; }\nreturn [{ json: { authOk, body: item.json.body || {} } }];"
      },
      "id": "50000000-0000-4000-8000-000000000002",
      "name": "Verify HMAC",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [
        220,
        300
      ]
    },
    {
      "parameters": {
        "conditions": {
          "options": {
            "caseSensitive": true,
            "typeValidation": "strict",
            "version": 2
          },
          "conditions": [
            {
              "id": "50000000-0000-4000-8000-000000000003-cond",
              "leftValue": "={{ $json.authOk }}",
              "rightValue": "",
              "operator": {
                "type": "boolean",
                "operation": "true",
                "singleValue": true
              }
            }
          ],
          "combinator": "and"
        },
        "options": {}
      },
      "id": "50000000-0000-4000-8000-000000000003",
      "name": "Auth OK?",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2.3,
      "position": [
        440,
        300
      ]
    },
    {
      "parameters": {
        "respondWith": "json",
        "responseBody": "={{ ({ status: 'unauthorized', error: 'invalid or missing signature' }) }}",
        "options": {
          "responseCode": 401
        }
      },
      "id": "50000000-0000-4000-8000-000000000004",
      "name": "Respond Unauthorized",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.5,
      "position": [
        660,
        460
      ]
    },
    {
      "parameters": {
        "mode": "runOnceForAllItems",
        "language": "javaScript",
        "jsCode": "// Normalise the ticket once, so every downstream node \u2014 both provider\n// chains, both parsers, the human queue and the dead-letter row \u2014 is\n// looking at the same fields rather than re-deriving them.\nconst body = $json.body || {};\nconst ticketId = String(body.ticket_id || body.id || '').trim();\nconst subject = String(body.subject || '').trim();\nconst text = String(body.body || body.message || '').trim();\nconst errors = [];\nif (!ticketId) errors.push('ticket_id is required');\nif (!subject && !text) errors.push('the ticket needs a subject or a body');\nreturn [{ json: {\n  ticket_id: ticketId,\n  subject,\n  body: text,\n  valid_input: errors.length === 0,\n  input_errors: errors,\n  prompt: 'Triage this support ticket.\\n\\nSubject: ' + subject + '\\n\\nBody: ' + text,\n} }];"
      },
      "id": "50000000-0000-4000-8000-000000000005",
      "name": "Build Ticket",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [
        660,
        220
      ]
    },
    {
      "parameters": {
        "conditions": {
          "options": {
            "caseSensitive": true,
            "typeValidation": "strict",
            "version": 2
          },
          "conditions": [
            {
              "id": "50000000-0000-4000-8000-000000000006-cond",
              "leftValue": "={{ $json.valid_input }}",
              "rightValue": "",
              "operator": {
                "type": "boolean",
                "operation": "true",
                "singleValue": true
              }
            }
          ],
          "combinator": "and"
        },
        "options": {}
      },
      "id": "50000000-0000-4000-8000-000000000006",
      "name": "Ticket Valid?",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2.3,
      "position": [
        880,
        220
      ]
    },
    {
      "parameters": {
        "respondWith": "json",
        "responseBody": "={{ ({ status: 'invalid', errors: $json.input_errors }) }}",
        "options": {
          "responseCode": 400
        }
      },
      "id": "50000000-0000-4000-8000-000000000007",
      "name": "Respond Invalid",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.5,
      "position": [
        1100,
        400
      ]
    },
    {
      "parameters": {
        "promptType": "define",
        "text": "={{ $json.prompt }}",
        "hasOutputParser": false,
        "needsFallback": false,
        "options": {
          "systemMessage": "You are a support-ticket triage assistant. Reply with a SINGLE JSON object and nothing else. Fields: category (billing|technical|account|other), urgency (low|normal|high|critical), summary (one line, max 280 characters), requires_human (boolean). Do not wrap the JSON in markdown fences and do not add commentary.",
          "maxIterations": 3,
          "returnIntermediateSteps": false
        }
      },
      "id": "50000000-0000-4000-8000-000000000008",
      "name": "Triage Agent",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "typeVersion": 3.1,
      "position": [
        1100,
        160
      ],
      "retryOnFail": true,
      "maxTries": 2,
      "waitBetweenTries": 1000,
      "onError": "stopWorkflow"
    },
    {
      "parameters": {
        "model": {
          "__rl": true,
          "mode": "id",
          "value": "mock-triage-1"
        },
        "responsesApiEnabled": false,
        "options": {
          "timeout": 20000,
          "maxRetries": 1,
          "temperature": 0
        }
      },
      "id": "50000000-0000-4000-8000-000000000009",
      "name": "Primary Model",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
      "typeVersion": 1.3,
      "position": [
        1040,
        400
      ],
      "credentials": {
        "openAiApi": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "mode": "runOnceForAllItems",
        "language": "javaScript",
        "jsCode": "const PROVIDER = 'primary';\n\n// -------------------------------------------------------------------------\n// DETERMINISTIC PARSER. No model is involved in deciding whether a model's\n// answer is usable \u2014 that decision is made here, by code, every time, the same\n// way. An \"auto-fixing\" parser that asks another model to repair the first\n// model's output turns one non-deterministic step into two.\n// -------------------------------------------------------------------------\n\nconst SCHEMA = {\n    \"$schema\": \"https://json-schema.org/draft/2020-12/schema\",\n    \"$id\": \"https://example.invalid/schemas/triage-output.schema.json\",\n    \"title\": \"triage-output\",\n    \"description\": \"The ONLY shape the support-triage workflow will act on. A model response is not trusted because it parsed \u2014 it is trusted because it conforms to this. Kept as a file so the contract is reviewable and diffable on its own; the workflow's parser embeds a copy, and a test asserts the two never drift.\",\n    \"type\": \"object\",\n    \"additionalProperties\": false,\n    \"required\": [\n      \"category\",\n      \"urgency\",\n      \"summary\",\n      \"requires_human\"\n    ],\n    \"properties\": {\n      \"category\": {\n        \"type\": \"string\",\n        \"description\": \"Routing destination. A closed set: an unknown category cannot be routed, so it must fail validation rather than be forwarded to a queue that does not exist.\",\n        \"enum\": [\n          \"billing\",\n          \"technical\",\n          \"account\",\n          \"other\"\n        ]\n      },\n      \"urgency\": {\n        \"type\": \"string\",\n        \"description\": \"Closed set. A model that returns 7 or \\\"very high\\\" here must be rejected, not coerced \u2014 coercion is how a critical ticket silently becomes a normal one.\",\n        \"enum\": [\n          \"low\",\n          \"normal\",\n          \"high\",\n          \"critical\"\n        ]\n      },\n      \"summary\": {\n        \"type\": \"string\",\n        \"description\": \"One-line summary shown to a human. Bounded so a runaway response cannot be written into a UI field verbatim.\",\n        \"minLength\": 1,\n        \"maxLength\": 280\n      },\n      \"requires_human\": {\n        \"type\": \"boolean\",\n        \"description\": \"Strictly boolean. \\\"probably\\\" is not a decision an automated router can act on.\"\n      }\n    }\n  };\n\n// Strip the wrapping a chat model puts around JSON. Handles a fenced block, and\n// prose on either side of one, because those are what models actually return \u2014\n// not because the prompt asked for them.\nfunction extractJson(text) {\n  let t = String(text === null || text === undefined ? '' : text).trim();\n  const fenced = t.match(/```(?:json)?\\s*([\\s\\S]*?)\\s*```/i);\n  if (fenced) t = fenced[1].trim();\n  const first = t.indexOf('{');\n  const last = t.lastIndexOf('}');\n  if (first !== -1 && last > first) t = t.slice(first, last + 1);\n  return t.trim();\n}\n\n// A small, explicit validator for exactly the subset of JSON Schema this\n// contract uses. Explicit beats a dependency here: the rules a response is held\n// to are readable in the same file that applies them.\nfunction validate(value, schema, path) {\n  const where = path ? path + ': ' : '';\n  const errors = [];\n\n  if (schema.type === 'object') {\n    if (value === null || typeof value !== 'object' || Array.isArray(value)) {\n      return [where + 'expected an object'];\n    }\n    for (const key of schema.required || []) {\n      if (!(key in value)) errors.push(where + 'missing required field \"' + key + '\"');\n    }\n    if (schema.additionalProperties === false) {\n      for (const key of Object.keys(value)) {\n        if (!(key in (schema.properties || {}))) {\n          errors.push(where + 'unexpected field \"' + key + '\"');\n        }\n      }\n    }\n    for (const key of Object.keys(schema.properties || {})) {\n      if (key in value) {\n        errors.push(...validate(value[key], schema.properties[key], path ? path + '.' + key : key));\n      }\n    }\n    return errors;\n  }\n\n  if (schema.type === 'string') {\n    if (typeof value !== 'string') return [where + 'expected a string, got ' + typeof value];\n    if (schema.enum && schema.enum.indexOf(value) === -1) {\n      errors.push(where + 'must be one of [' + schema.enum.join(', ') + '], got \"' + value + '\"');\n    }\n    if (schema.minLength !== undefined && value.length < schema.minLength) {\n      errors.push(where + 'must be at least ' + schema.minLength + ' character(s)');\n    }\n    if (schema.maxLength !== undefined && value.length > schema.maxLength) {\n      errors.push(where + 'must be at most ' + schema.maxLength + ' characters');\n    }\n    return errors;\n  }\n\n  if (schema.type === 'boolean') {\n    if (typeof value !== 'boolean') return [where + 'expected a boolean, got ' + typeof value];\n    return errors;\n  }\n\n  return errors;\n}\n\nconst ticket = $('Build Ticket').first().json;\nconst j = $input.first().json || {};\n// The agent answers on `output`, the chain on `text`.\nconst raw = j.output !== undefined ? j.output : (j.text !== undefined ? j.text : '');\n\nlet triage = null;\nlet errors = [];\nconst candidate = extractJson(raw);\n\nif (!candidate) {\n  errors = ['the model returned an empty response'];\n} else {\n  try {\n    triage = JSON.parse(candidate);\n  } catch (e) {\n    errors = ['response is not valid JSON: ' + e.message];\n  }\n  if (triage !== null) errors = validate(triage, SCHEMA, '');\n}\n\nreturn [{ json: {\n  ticket_id: ticket.ticket_id,\n  provider: PROVIDER,\n  valid: errors.length === 0,\n  errors,\n  triage,\n  raw: String(raw).slice(0, 2000),\n} }];"
      },
      "id": "50000000-0000-4000-8000-000000000010",
      "name": "Parse Triage",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [
        1320,
        160
      ]
    },
    {
      "parameters": {
        "conditions": {
          "options": {
            "caseSensitive": true,
            "typeValidation": "strict",
            "version": 2
          },
          "conditions": [
            {
              "id": "50000000-0000-4000-8000-000000000011-cond",
              "leftValue": "={{ $json.valid }}",
              "rightValue": "",
              "operator": {
                "type": "boolean",
                "operation": "true",
                "singleValue": true
              }
            }
          ],
          "combinator": "and"
        },
        "options": {}
      },
      "id": "50000000-0000-4000-8000-000000000011",
      "name": "Triage Valid?",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2.3,
      "position": [
        1540,
        160
      ]
    },
    {
      "parameters": {
        "promptType": "define",
        "text": "={{ 'The previous attempt to triage this ticket produced an unusable response (' + $json.errors.join('; ') + '). Reply with ONLY the JSON object.\\n\\n' + $('Build Ticket').first().json.prompt }}",
        "needsFallback": false,
        "messages": {
          "messageValues": [
            {
              "type": "SystemMessagePromptTemplate",
              "message": "You are a support-ticket triage assistant. Reply with a SINGLE JSON object and nothing else. Fields: category (billing|technical|account|other), urgency (low|normal|high|critical), summary (one line, max 280 characters), requires_human (boolean). Do not wrap the JSON in markdown fences and do not add commentary."
            }
          ]
        }
      },
      "id": "50000000-0000-4000-8000-000000000012",
      "name": "Fallback Triage",
      "type": "@n8n/n8n-nodes-langchain.chainLlm",
      "typeVersion": 1.9,
      "position": [
        1760,
        340
      ],
      "retryOnFail": true,
      "maxTries": 2,
      "waitBetweenTries": 1000,
      "onError": "continueErrorOutput"
    },
    {
      "parameters": {
        "model": "deepseek-chat",
        "options": {
          "timeout": 20000,
          "maxRetries": 1,
          "temperature": 0
        }
      },
      "id": "50000000-0000-4000-8000-000000000013",
      "name": "Fallback Model",
      "type": "@n8n/n8n-nodes-langchain.lmChatDeepSeek",
      "typeVersion": 1,
      "position": [
        1700,
        560
      ],
      "credentials": {
        "deepSeekApi": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "mode": "runOnceForAllItems",
        "language": "javaScript",
        "jsCode": "const PROVIDER = 'fallback';\n\n// -------------------------------------------------------------------------\n// DETERMINISTIC PARSER. No model is involved in deciding whether a model's\n// answer is usable \u2014 that decision is made here, by code, every time, the same\n// way. An \"auto-fixing\" parser that asks another model to repair the first\n// model's output turns one non-deterministic step into two.\n// -------------------------------------------------------------------------\n\nconst SCHEMA = {\n    \"$schema\": \"https://json-schema.org/draft/2020-12/schema\",\n    \"$id\": \"https://example.invalid/schemas/triage-output.schema.json\",\n    \"title\": \"triage-output\",\n    \"description\": \"The ONLY shape the support-triage workflow will act on. A model response is not trusted because it parsed \u2014 it is trusted because it conforms to this. Kept as a file so the contract is reviewable and diffable on its own; the workflow's parser embeds a copy, and a test asserts the two never drift.\",\n    \"type\": \"object\",\n    \"additionalProperties\": false,\n    \"required\": [\n      \"category\",\n      \"urgency\",\n      \"summary\",\n      \"requires_human\"\n    ],\n    \"properties\": {\n      \"category\": {\n        \"type\": \"string\",\n        \"description\": \"Routing destination. A closed set: an unknown category cannot be routed, so it must fail validation rather than be forwarded to a queue that does not exist.\",\n        \"enum\": [\n          \"billing\",\n          \"technical\",\n          \"account\",\n          \"other\"\n        ]\n      },\n      \"urgency\": {\n        \"type\": \"string\",\n        \"description\": \"Closed set. A model that returns 7 or \\\"very high\\\" here must be rejected, not coerced \u2014 coercion is how a critical ticket silently becomes a normal one.\",\n        \"enum\": [\n          \"low\",\n          \"normal\",\n          \"high\",\n          \"critical\"\n        ]\n      },\n      \"summary\": {\n        \"type\": \"string\",\n        \"description\": \"One-line summary shown to a human. Bounded so a runaway response cannot be written into a UI field verbatim.\",\n        \"minLength\": 1,\n        \"maxLength\": 280\n      },\n      \"requires_human\": {\n        \"type\": \"boolean\",\n        \"description\": \"Strictly boolean. \\\"probably\\\" is not a decision an automated router can act on.\"\n      }\n    }\n  };\n\n// Strip the wrapping a chat model puts around JSON. Handles a fenced block, and\n// prose on either side of one, because those are what models actually return \u2014\n// not because the prompt asked for them.\nfunction extractJson(text) {\n  let t = String(text === null || text === undefined ? '' : text).trim();\n  const fenced = t.match(/```(?:json)?\\s*([\\s\\S]*?)\\s*```/i);\n  if (fenced) t = fenced[1].trim();\n  const first = t.indexOf('{');\n  const last = t.lastIndexOf('}');\n  if (first !== -1 && last > first) t = t.slice(first, last + 1);\n  return t.trim();\n}\n\n// A small, explicit validator for exactly the subset of JSON Schema this\n// contract uses. Explicit beats a dependency here: the rules a response is held\n// to are readable in the same file that applies them.\nfunction validate(value, schema, path) {\n  const where = path ? path + ': ' : '';\n  const errors = [];\n\n  if (schema.type === 'object') {\n    if (value === null || typeof value !== 'object' || Array.isArray(value)) {\n      return [where + 'expected an object'];\n    }\n    for (const key of schema.required || []) {\n      if (!(key in value)) errors.push(where + 'missing required field \"' + key + '\"');\n    }\n    if (schema.additionalProperties === false) {\n      for (const key of Object.keys(value)) {\n        if (!(key in (schema.properties || {}))) {\n          errors.push(where + 'unexpected field \"' + key + '\"');\n        }\n      }\n    }\n    for (const key of Object.keys(schema.properties || {})) {\n      if (key in value) {\n        errors.push(...validate(value[key], schema.properties[key], path ? path + '.' + key : key));\n      }\n    }\n    return errors;\n  }\n\n  if (schema.type === 'string') {\n    if (typeof value !== 'string') return [where + 'expected a string, got ' + typeof value];\n    if (schema.enum && schema.enum.indexOf(value) === -1) {\n      errors.push(where + 'must be one of [' + schema.enum.join(', ') + '], got \"' + value + '\"');\n    }\n    if (schema.minLength !== undefined && value.length < schema.minLength) {\n      errors.push(where + 'must be at least ' + schema.minLength + ' character(s)');\n    }\n    if (schema.maxLength !== undefined && value.length > schema.maxLength) {\n      errors.push(where + 'must be at most ' + schema.maxLength + ' characters');\n    }\n    return errors;\n  }\n\n  if (schema.type === 'boolean') {\n    if (typeof value !== 'boolean') return [where + 'expected a boolean, got ' + typeof value];\n    return errors;\n  }\n\n  return errors;\n}\n\nconst ticket = $('Build Ticket').first().json;\nconst j = $input.first().json || {};\n// The agent answers on `output`, the chain on `text`.\nconst raw = j.output !== undefined ? j.output : (j.text !== undefined ? j.text : '');\n\nlet triage = null;\nlet errors = [];\nconst candidate = extractJson(raw);\n\nif (!candidate) {\n  errors = ['the model returned an empty response'];\n} else {\n  try {\n    triage = JSON.parse(candidate);\n  } catch (e) {\n    errors = ['response is not valid JSON: ' + e.message];\n  }\n  if (triage !== null) errors = validate(triage, SCHEMA, '');\n}\n\nreturn [{ json: {\n  ticket_id: ticket.ticket_id,\n  provider: PROVIDER,\n  valid: errors.length === 0,\n  errors,\n  triage,\n  raw: String(raw).slice(0, 2000),\n} }];"
      },
      "id": "50000000-0000-4000-8000-000000000014",
      "name": "Parse Fallback",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [
        1980,
        340
      ]
    },
    {
      "parameters": {
        "conditions": {
          "options": {
            "caseSensitive": true,
            "typeValidation": "strict",
            "version": 2
          },
          "conditions": [
            {
              "id": "50000000-0000-4000-8000-000000000015-cond",
              "leftValue": "={{ $json.valid }}",
              "rightValue": "",
              "operator": {
                "type": "boolean",
                "operation": "true",
                "singleValue": true
              }
            }
          ],
          "combinator": "and"
        },
        "options": {}
      },
      "id": "50000000-0000-4000-8000-000000000015",
      "name": "Fallback Valid?",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2.3,
      "position": [
        2200,
        340
      ]
    },
    {
      "parameters": {
        "operation": "executeQuery",
        "query": "INSERT INTO triage_result (ticket_id, execution_id, category, urgency, summary, requires_human, provider) VALUES ($1, $2, $3, $4, $5, $6::boolean, $7) ON CONFLICT (ticket_id) DO UPDATE SET category = EXCLUDED.category, urgency = EXCLUDED.urgency, summary = EXCLUDED.summary, requires_human = EXCLUDED.requires_human, provider = EXCLUDED.provider, execution_id = EXCLUDED.execution_id, updated_at = now() RETURNING ticket_id, category, urgency, requires_human, provider;",
        "options": {
          "queryReplacement": "={{ (() => { const r = $json; return [r.ticket_id, $execution.id, r.triage.category, r.triage.urgency, r.triage.summary, r.triage.requires_human, r.provider]; })() }}"
        }
      },
      "id": "50000000-0000-4000-8000-000000000016",
      "name": "Record Triage",
      "type": "n8n-nodes-base.postgres",
      "typeVersion": 2.7,
      "position": [
        2420,
        160
      ],
      "credentials": {
        "postgres": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "respondWith": "json",
        "responseBody": "={{ ({ status: 'triaged', ticket_id: $json.ticket_id, category: $json.category, urgency: $json.urgency, requires_human: $json.requires_human, provider: $json.provider }) }}",
        "options": {
          "responseCode": 200
        }
      },
      "id": "50000000-0000-4000-8000-000000000017",
      "name": "Respond Triaged",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.5,
      "position": [
        2640,
        160
      ]
    },
    {
      "parameters": {
        "mode": "runOnceForAllItems",
        "language": "javaScript",
        "jsCode": "// Both ways of failing arrive here: the fallback returned something\n// unusable, or the fallback provider was unreachable. Normalising them\n// into one shape means the human queue, the dead-letter row and the\n// response cannot disagree about what happened.\nconst t = $('Build Ticket').first().json;\nconst primary = $('Parse Triage').first().json;\nconst j = $input.first().json || {};\n// A parsed result carries `valid`; an error item does not.\nconst providerFailed = j.valid === undefined;\nconst fallbackErrors = providerFailed\n  ? ['fallback provider unavailable: ' + String((j.error && j.error.message) || 'unknown error')]\n  : (j.errors || []);\nreturn [{ json: {\n  ticket_id: t.ticket_id,\n  reason: (providerFailed\n    ? 'the fallback provider was unavailable'\n    : 'no provider returned a usable triage') + ': ' + fallbackErrors.join('; '),\n  raw: providerFailed ? '' : String(j.raw || ''),\n  primary_errors: primary.errors || [],\n  fallback_errors: fallbackErrors,\n  subject: t.subject,\n  body: t.body,\n} }];"
      },
      "id": "50000000-0000-4000-8000-000000000021",
      "name": "Escalate To Human",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [
        2200,
        520
      ]
    },
    {
      "parameters": {
        "operation": "executeQuery",
        "query": "INSERT INTO human_review_queue (ticket_id, execution_id, reason, raw_output, payload) VALUES ($1, $2, $3, $4, $5::jsonb) RETURNING id;",
        "options": {
          "queryReplacement": "={{ (() => { const r = $json; return [r.ticket_id, $execution.id, r.reason, r.raw, JSON.stringify({ subject: r.subject, body: r.body })]; })() }}"
        }
      },
      "id": "50000000-0000-4000-8000-000000000018",
      "name": "Queue For Human",
      "type": "n8n-nodes-base.postgres",
      "typeVersion": 2.7,
      "position": [
        2420,
        520
      ],
      "credentials": {
        "postgres": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "operation": "executeQuery",
        "query": "INSERT INTO dead_letter (workflow, execution_id, order_id, reason, payload) VALUES ($1, $2, $3, $4, $5::jsonb) RETURNING id;",
        "options": {
          "queryReplacement": "={{ (() => { const r = $('Escalate To Human').first().json; return ['03-support-triage', $execution.id, r.ticket_id, 'automated triage produced no usable result', JSON.stringify({ subject: r.subject, body: r.body, primary_errors: r.primary_errors, fallback_errors: r.fallback_errors })]; })() }}"
        }
      },
      "id": "50000000-0000-4000-8000-000000000019",
      "name": "Dead-letter Ticket",
      "type": "n8n-nodes-base.postgres",
      "typeVersion": 2.7,
      "position": [
        2640,
        520
      ],
      "credentials": {
        "postgres": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "respondWith": "json",
        "responseBody": "={{ ({ status: 'queued_for_human', ticket_id: $('Escalate To Human').first().json.ticket_id, detail: 'automated triage could not produce a usable result; a person will review it' }) }}",
        "options": {
          "responseCode": 202
        }
      },
      "id": "50000000-0000-4000-8000-000000000020",
      "name": "Respond Needs Human",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.5,
      "position": [
        2860,
        520
      ]
    }
  ],
  "connections": {
    "Ticket Webhook": {
      "main": [
        [
          {
            "node": "Verify HMAC",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Verify HMAC": {
      "main": [
        [
          {
            "node": "Auth OK?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Auth OK?": {
      "main": [
        [
          {
            "node": "Build Ticket",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Respond Unauthorized",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Build Ticket": {
      "main": [
        [
          {
            "node": "Ticket Valid?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Ticket Valid?": {
      "main": [
        [
          {
            "node": "Triage Agent",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Respond Invalid",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Triage Agent": {
      "main": [
        [
          {
            "node": "Parse Triage",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Parse Triage": {
      "main": [
        [
          {
            "node": "Triage Valid?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Triage Valid?": {
      "main": [
        [
          {
            "node": "Record Triage",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Fallback Triage",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Fallback Triage": {
      "main": [
        [
          {
            "node": "Parse Fallback",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Escalate To Human",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Parse Fallback": {
      "main": [
        [
          {
            "node": "Fallback Valid?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Fallback Valid?": {
      "main": [
        [
          {
            "node": "Record Triage",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Escalate To Human",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Record Triage": {
      "main": [
        [
          {
            "node": "Respond Triaged",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Escalate To Human": {
      "main": [
        [
          {
            "node": "Queue For Human",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Queue For Human": {
      "main": [
        [
          {
            "node": "Dead-letter Ticket",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Dead-letter Ticket": {
      "main": [
        [
          {
            "node": "Respond Needs Human",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Primary Model": {
      "ai_languageModel": [
        [
          {
            "node": "Triage Agent",
            "type": "ai_languageModel",
            "index": 0
          }
        ]
      ]
    },
    "Fallback Model": {
      "ai_languageModel": [
        [
          {
            "node": "Fallback Triage",
            "type": "ai_languageModel",
            "index": 0
          }
        ]
      ]
    }
  },
  "settings": {
    "executionOrder": "v1",
    "errorWorkflow": "globalerrhandler",
    "timezone": "Australia/Brisbane"
  },
  "active": false
}

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.

• deepSeekApi
• httpHeaderAuth
• openAiApi
• postgres

About this workflow

03-support-triage. Uses agent, lmChatOpenAi, chainLlm, lmChatDeepSeek. Webhook trigger; 21 nodes.

Source: https://github.com/jarrod-wright/n8n-workflow-hardening/blob/main/03-support-triage/workflow.json — original creator credit. Request a take-down →

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