How to auto-resolve support tickets and escalate the rest with n8n

Customer supportn8n

The problem

Many tickets can be answered from your docs or the customer's order data, while billing and security issues need a person quickly. Doing that split by hand slows everyone down.

Tools needed

• n8n
• OpenAI (GPT-4o-mini)
• SMTP email
• Google Sheets
• Slack
• Optional: knowledge-base and order-history APIs

Step-by-step recipe

1. Receive tickets on an n8n webhook from your contact form, chat widget or API.
2. Run a knowledge-base search and an order-history lookup in parallel.
3. Ask the model to classify category, priority and sentiment, and to draft a reply grounded in what was retrieved.
4. If the ticket is resolvable, send the reply as an HTML email, log it in Google Sheets and post a note to Slack.
5. Otherwise route it to a category-specific Slack channel with the draft, a confidence score and notes. Always escalate billing and refund tickets, and send account-security issues to an urgent channel.

Copyable prompt

You are a first-line support agent for [COMPANY]. Use ONLY the knowledge-base excerpts and order data below. Decide whether you can fully resolve the ticket.
Return JSON: {"category": "...", "priority": "low|normal|urgent", "sentiment": "...", "can_resolve": true|false, "confidence": 0-1, "draft_reply": "...", "notes_for_human": "..."}
Rules: billing, refund and account-security tickets always get can_resolve = false. Never invent policies that are not in the excerpts.

Ticket: {{ticket}}
Knowledge base: {{kb_results}}
Orders: {{orders}}

What the builder reported

The author reports very low running costs (about $0.90 a month at 50 tickets a day on GPT-4o-mini, by their estimate). The post gives no resolution-rate or accuracy figures.

These are the source author's own claims. AgentRecipes has not tested or verified them.

Watch out for

• Hard-code escalation for money and security topics instead of leaving it to the model.
• You need OpenAI, SMTP, Google Sheets and Slack credentials before anything runs.

Source

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