TakatoYamada This workflow corresponds to n8n.io template #15304 — we link there as the canonical source.
This workflow follows the OpenAI → Slack recipe pattern — see all workflows that pair these two integrations.
The workflow JSON
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{
"id": "1kRvSB08K-gM_0-hSXcHQ",
"name": "Analyze customer support ticket sentiment and route to Slack channels",
"tags": [
{
"id": "5160a02758f54f13",
"name": "ai",
"createdAt": "2026-04-30T18:38:11.353194Z",
"updatedAt": "2026-04-30T18:38:11.353194Z"
},
{
"id": "274a391fee674268",
"name": "gpt-4",
"createdAt": "2026-04-30T18:38:11.353194Z",
"updatedAt": "2026-04-30T18:38:11.353194Z"
},
{
"id": "QWzGPDfiad0OMdvN",
"name": "openai",
"createdAt": "2026-04-22T22:17:12.459Z",
"updatedAt": "2026-04-22T22:17:12.459Z"
},
{
"id": "78e26cf7df1f4e52",
"name": "slack",
"createdAt": "2026-04-30T18:38:11.353194Z",
"updatedAt": "2026-04-30T18:38:11.353194Z"
},
{
"id": "loDvXh5Qq0snh5pT",
"name": "customer-support",
"createdAt": "2026-04-22T22:17:12.496Z",
"updatedAt": "2026-04-22T22:17:12.496Z"
},
{
"id": "FGrQ8vVq5xDBcJH4",
"name": "sentiment-analysis",
"createdAt": "2026-04-22T22:17:12.487Z",
"updatedAt": "2026-04-22T22:17:12.487Z"
},
{
"id": "3f8091ee9b744783",
"name": "automation",
"createdAt": "2026-04-30T18:38:11.353194Z",
"updatedAt": "2026-04-30T18:38:11.353194Z"
}
],
"nodes": [
{
"id": "634fcb35-e36f-47e8-b4ca-53acc96066d7",
"name": "Sticky Note",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1360,
-64
],
"parameters": {
"width": 480,
"height": 624,
"content": "## Analyze customer support ticket sentiment and route to Slack channels\n\n## How it works\n\n1. The workflow receives a support ticket via a webhook.\n2. It normalizes the ticket payload for processing.\n3. Sentiment is analyzed using the GPT-4o AI model.\n4. The AI response is parsed to determine routing.\n5. The message is routed to a specific Slack channel based on sentiment, and a routing result is returned.\n\n## Setup steps\n\n- [ ] Configure webhook URL to receive support tickets.\n- [ ] Set up OpenAI API credentials for sentiment analysis.\n- [ ] Connect Slack credentials to enable message posting to channels.\n\n## Customization\n\nThe routing logic can be adjusted based on different sentiment scores or additional criteria."
},
"typeVersion": 1
},
{
"id": "7cf71e92-5749-4091-a2a8-eac742b72e99",
"name": "Sticky Note1",
"type": "n8n-nodes-base.stickyNote",
"position": [
-800,
96
],
"parameters": {
"color": 7,
"width": 400,
"height": 304,
"content": "## Receive and normalize\n\nHandles incoming support tickets and prepares them for analysis."
},
"typeVersion": 1
},
{
"id": "0f3b2ea2-1912-4658-aa42-bf407543f77b",
"name": "Sticky Note2",
"type": "n8n-nodes-base.stickyNote",
"position": [
-208,
64
],
"parameters": {
"color": 7,
"width": 240,
"height": 320,
"content": "## Analyze sentiment\n\nUses AI to analyze customer sentiment from the support ticket."
},
"typeVersion": 1
},
{
"id": "1367d3d5-2a75-4b8b-b798-110dda9629d4",
"name": "Sticky Note3",
"type": "n8n-nodes-base.stickyNote",
"position": [
64,
96
],
"parameters": {
"color": 7,
"width": 416,
"height": 336,
"content": "## Parse and route\n\nParses the AI response and routes based on sentiment analysis."
},
"typeVersion": 1
},
{
"id": "8b69d01e-4962-4c7f-af4b-530f03a9bf61",
"name": "Sticky Note4",
"type": "n8n-nodes-base.stickyNote",
"position": [
512,
-64
],
"parameters": {
"color": 7,
"width": 416,
"height": 624,
"content": "## Post to Slack channels\n\nPosts the ticket to the appropriate Slack channel based on the anger score."
},
"typeVersion": 1
},
{
"id": "1665fb1a-e094-4de6-b9ab-1a963bfcc0fb",
"name": "When Ticket Received",
"type": "n8n-nodes-base.webhook",
"position": [
-752,
224
],
"parameters": {
"path": "support-ticket",
"options": {},
"httpMethod": "POST",
"responseMode": "responseNode"
},
"typeVersion": 2
},
{
"id": "02d910ef-92e6-4f39-8f7c-7b73c65c89a5",
"name": "Normalize Ticket Data",
"type": "n8n-nodes-base.code",
"position": [
-544,
224
],
"parameters": {
"jsCode": "// Normalize and validate incoming ticket payload\nconst body = $input.first().json.body || $input.first().json;\n\nconst ticketId = body.ticket_id || `TICKET-${Date.now()}`;\nconst customerName = body.customer_name || 'Unknown Customer';\nconst email = body.email || 'user@example.com';\nconst subject = body.subject || 'No Subject';\nconst message = body.message || body.text || body.content || '';\nconst priority = body.priority || 'normal';\nconst createdAt = body.created_at || new Date().toISOString();\n\nif (!message || message.trim().length === 0) {\n throw new Error('Ticket message body is empty or missing.');\n}\n\nreturn [{\n json: {\n ticket_id: ticketId,\n customer_name: customerName,\n email: email,\n subject: subject,\n message: message.trim(),\n priority: priority,\n created_at: createdAt,\n processed_at: new Date().toISOString()\n }\n}];"
},
"typeVersion": 2
},
{
"id": "6672218e-cd79-4ae9-97a9-b0cef65e0f20",
"name": "OpenAI Sentiment Analysis",
"type": "@n8n/n8n-nodes-langchain.openAi",
"position": [
-160,
224
],
"parameters": {
"resource": "chat"
},
"typeVersion": 1.8
},
{
"id": "278e210e-03cf-4eba-8d72-79cb8eeb27ce",
"name": "Parse Sentiment Output",
"type": "n8n-nodes-base.code",
"position": [
112,
224
],
"parameters": {
"jsCode": "// Parse AI JSON response and append routing decision\nconst ticketData = $('Normalize Ticket Data').first().json;\nconst aiContent = $input.first().json.message?.content\n || $input.first().json.choices?.[0]?.message?.content\n || '';\n\nlet analysis;\ntry {\n const clean = aiContent.replace(/```json\\n?/g, '').replace(/```\\n?/g, '').trim();\n analysis = JSON.parse(clean);\n} catch (e) {\n analysis = {\n anger_score: 5,\n sentiment_category: 'NEUTRAL',\n emotion_summary: 'AI response could not be parsed. Manual review required.',\n key_issues: ['Parse error'],\n urgency_level: 'MEDIUM',\n recommended_action: 'Review ticket manually'\n };\n}\n\nconst angerScore = Math.min(10, Math.max(0, parseInt(analysis.anger_score, 10) || 5));\n\nlet routing_channel, routing_reason;\nif (angerScore >= 8) {\n routing_channel = '#escalation';\n routing_reason = 'Score \u22658 \u2014 immediate escalation required';\n} else if (angerScore >= 4) {\n routing_channel = '#support';\n routing_reason = 'Score 4\u20137 \u2014 standard support handling';\n} else {\n routing_channel = '#feedback';\n routing_reason = 'Score \u22643 \u2014 feedback or general inquiry';\n}\n\nreturn [{\n json: {\n ...ticketData,\n anger_score: angerScore,\n sentiment_category: analysis.sentiment_category || 'NEUTRAL',\n emotion_summary: analysis.emotion_summary || '',\n key_issues: analysis.key_issues || [],\n urgency_level: analysis.urgency_level || 'MEDIUM',\n recommended_action: analysis.recommended_action || '',\n routing_channel,\n routing_reason,\n analyzed_at: new Date().toISOString()\n }\n}];"
},
"typeVersion": 2
},
{
"id": "5d665945-363d-4305-9b66-098ce47aa9ad",
"name": "Route by Sentiment Score",
"type": "n8n-nodes-base.switch",
"position": [
336,
224
],
"parameters": {
"rules": {
"values": [
{
"outputKey": "Escalation",
"conditions": {
"options": {
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"operator": {
"type": "number",
"operation": "gte"
},
"leftValue": "={{ $json.anger_score }}",
"rightValue": 8
}
]
},
"renameOutput": true
},
{
"outputKey": "Support",
"conditions": {
"options": {
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"operator": {
"type": "number",
"operation": "gte"
},
"leftValue": "={{ $json.anger_score }}",
"rightValue": 4
},
{
"operator": {
"type": "number",
"operation": "lte"
},
"leftValue": "={{ $json.anger_score }}",
"rightValue": 7
}
]
},
"renameOutput": true
},
{
"outputKey": "Feedback",
"conditions": {
"options": {
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"operator": {
"type": "number",
"operation": "lte"
},
"leftValue": "={{ $json.anger_score }}",
"rightValue": 3
}
]
},
"renameOutput": true
}
]
},
"options": {}
},
"typeVersion": 3.2
},
{
"id": "bdac3d15-1858-4e12-909b-6b4324b1c4e8",
"name": "Send to Slack #escalation",
"type": "n8n-nodes-base.slack",
"position": [
560,
64
],
"parameters": {
"text": "=\ud83d\udea8 *URGENT ESCALATION REQUIRED*\n\n*Ticket:* `{{ $json.ticket_id }}` | *Score:* {{ $json.anger_score }}/10 \ud83d\udd34 | *Urgency:* {{ $json.urgency_level }}\n*Customer:* {{ $json.customer_name }} \u2014 {{ $json.email }}\n*Subject:* {{ $json.subject }}\n\n*Message:*\n> {{ $json.message }}\n\n*Sentiment:* {{ $json.sentiment_category }}\n*Summary:* {{ $json.emotion_summary }}\n*Issues:* {{ $json.key_issues.join(' / ') }}\n*Action:* {{ $json.recommended_action }}\n\n_Received: {{ $json.created_at }} | Analyzed: {{ $json.analyzed_at }}_",
"select": "channel",
"channelId": {
"__rl": true,
"mode": "name",
"value": "escalation"
},
"otherOptions": {
"includeLinkToWorkflow": false
},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "889e9ab6-c8c1-4d4d-baa2-cc7fd794fde0",
"name": "Send to Slack #support",
"type": "n8n-nodes-base.slack",
"position": [
560,
224
],
"parameters": {
"text": "=\u26a0\ufe0f *New Support Ticket*\n\n*Ticket:* `{{ $json.ticket_id }}` | *Score:* {{ $json.anger_score }}/10 \ud83d\udfe1 | *Urgency:* {{ $json.urgency_level }}\n*Customer:* {{ $json.customer_name }} \u2014 {{ $json.email }}\n*Subject:* {{ $json.subject }}\n\n*Message:*\n> {{ $json.message }}\n\n*Sentiment:* {{ $json.sentiment_category }}\n*Summary:* {{ $json.emotion_summary }}\n*Issues:* {{ $json.key_issues.join(' / ') }}\n*Action:* {{ $json.recommended_action }}\n\n_Received: {{ $json.created_at }} | Analyzed: {{ $json.analyzed_at }}_",
"select": "channel",
"channelId": {
"__rl": true,
"mode": "name",
"value": "support"
},
"otherOptions": {
"includeLinkToWorkflow": false
},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "652668fd-06e5-4737-b84e-3a33f3642b5d",
"name": "Send to Slack #feedback",
"type": "n8n-nodes-base.slack",
"position": [
560,
384
],
"parameters": {
"text": "=\ud83d\udcac *New Feedback / Inquiry*\n\n*Ticket:* `{{ $json.ticket_id }}` | *Score:* {{ $json.anger_score }}/10 \ud83d\udfe2 | *Urgency:* {{ $json.urgency_level }}\n*Customer:* {{ $json.customer_name }} \u2014 {{ $json.email }}\n*Subject:* {{ $json.subject }}\n\n*Message:*\n> {{ $json.message }}\n\n*Sentiment:* {{ $json.sentiment_category }}\n*Summary:* {{ $json.emotion_summary }}\n*Issues:* {{ $json.key_issues.join(' / ') }}\n*Action:* {{ $json.recommended_action }}\n\n_Received: {{ $json.created_at }} | Analyzed: {{ $json.analyzed_at }}_",
"select": "channel",
"channelId": {
"__rl": true,
"mode": "name",
"value": "feedback"
},
"otherOptions": {
"includeLinkToWorkflow": false
},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "0b88f173-9a26-40db-a73f-790edb454757",
"name": "Respond with Routing Outcome",
"type": "n8n-nodes-base.respondToWebhook",
"position": [
784,
224
],
"parameters": {
"options": {},
"respondWith": "json",
"responseBody": "={{ JSON.stringify({ success: true, ticket_id: $('Parse Sentiment Output').first().json.ticket_id, anger_score: $('Parse Sentiment Output').first().json.anger_score, sentiment_category: $('Parse Sentiment Output').first().json.sentiment_category, routing_channel: $('Parse Sentiment Output').first().json.routing_channel }) }}"
},
"typeVersion": 1.1
}
],
"active": false,
"settings": {
"availableInMCP": false,
"executionOrder": "v1"
},
"versionId": "f8ab54dd-d40c-40e2-aa3d-a8b849f703a4",
"connections": {
"When Ticket Received": {
"main": [
[
{
"node": "Normalize Ticket Data",
"type": "main",
"index": 0
}
]
]
},
"Normalize Ticket Data": {
"main": [
[
{
"node": "OpenAI Sentiment Analysis",
"type": "main",
"index": 0
}
]
]
},
"Parse Sentiment Output": {
"main": [
[
{
"node": "Route by Sentiment Score",
"type": "main",
"index": 0
}
]
]
},
"Send to Slack #support": {
"main": [
[
{
"node": "Respond with Routing Outcome",
"type": "main",
"index": 0
}
]
]
},
"Send to Slack #feedback": {
"main": [
[
{
"node": "Respond with Routing Outcome",
"type": "main",
"index": 0
}
]
]
},
"Route by Sentiment Score": {
"main": [
[
{
"node": "Send to Slack #escalation",
"type": "main",
"index": 0
}
],
[
{
"node": "Send to Slack #support",
"type": "main",
"index": 0
}
],
[
{
"node": "Send to Slack #feedback",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Sentiment Analysis": {
"main": [
[
{
"node": "Parse Sentiment Output",
"type": "main",
"index": 0
}
]
]
},
"Send to Slack #escalation": {
"main": [
[
{
"node": "Respond with Routing Outcome",
"type": "main",
"index": 0
}
]
]
}
}
}
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About this workflow
Customer support teams, customer experience managers, and operations teams that need to triage incoming support tickets in real time without manual classification. Ideal for SaaS companies, e-commerce businesses, and service providers handling high ticket volumes.
Source: https://n8n.io/workflows/15304/ — original creator credit. Request a take-down →
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