n8n Customer Support AI Productivity
Contributed by Sabrina Ramonov 🍄. From the community directory at agents.sabrina.dev, republished with permission and full credit.
This n8n template is designed to assist and improve customer support team member capacity by automating the resolution of long-lived and forgotten JIRA issues.
How it works
The Schedule Trigger runs daily to check for long-lived unresolved issues and imports them into the workflow.
Each issue is handled as a separate subworkflow by using an execute workflow node. This allows for parallel processing.
A report is generated from the issue using its comment history, allowing the issue to be classified by AI - determining the state and progress of the issue.
If determined to be resolved, sentiment analysis is performed to track customer satisfaction. If negative, a Slack message is sent to escalate; otherwise, the issue is closed automatically.
If no response has been initiated, an AI agent will attempt to search and resolve the issue itself using similar resolved issues or from the Notion database. If a solution is found, it is posted to the issue and closed.
If the issue is blocked and waiting for responses, then a reminder message is added.
How to use
This template searches for JIRA issues that are older than 7 days and are not in the "Done" status. Ensure there are some issues that meet this criteria; otherwise, adjust the search query to suit.
It works best if you frequently have long-lived issues that need resolving.
Ensure the Notion tool is configured not to read documents you didn't intend it to, i.e., private and/or internal documentation.
Customizing this workflow
Why not try classifying issues as they are created? One use-case may be for quality control, such as ensuring reporting criteria are adhered to, summarizing and rephrasing issues for easier reading, or adjusting priority.
Tools used: OpenAI, Jira, Slack
Download the workflow template (JSON)
Want this running in your business? KOBA42 builds and operates automations like this one.