Handle support tickets with auto-replies and human review

Use n8n to read support requests, draft answers for simple cases, and send the rest to the right Slack queue.

Done with n8nยท Intermediate

What they did
They connected n8n to incoming tickets from a form, a chat widget, or an API call. The workflow pulls from the knowledge base and order history together, then GPT-4o-mini labels the request, sets the urgency, evaluates sentiment, and writes a response draft. If the issue can be dealt with automatically, it sends an HTML email, records the ticket in Google Sheets, and posts to Slack. If not, it hands the case to a matching Slack channel with the draft response, a confidence score, and notes.
How it went
The creator says the system is cheap to run, costing about $0.90 per month at 50 tickets per day with GPT-4o-mini. Billing, refunds, and account security are not auto-resolved: billing and refund tickets always go to humans, and account security is sent to an urgent channel. No success rate or accuracy numbers were given.
Tips
Build a strict list of issues that must always bypass automation, and route those straight to people. Before anything is sent or saved outside the workflow, stop for approval.

Try it yourself with n8n

You are a support triage agent for [company]. For each new request from [form/chat widget/API], look up [knowledge base] and [order history] together, then determine the topic, priority, and sentiment, and prepare a reply draft. If the ticket is safe to close automatically, draft the email, write a record to [Google Sheets], and post a summary in [Slack]. If the case needs human handling, send it to [Slack channel] with the draft reply, a confidence score, and short notes. Pause and ask me to approve before you send, submit, delete, or otherwise make any irreversible change. Always route [billing/refund/account security] cases to a human instead of resolving them yourself.

Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.

Read the original on community.n8n.io โ†—

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