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Support Ticket Triage

Apply transparent keyword rules to categorize incoming tickets and flag urgent issues for review.

Setup

  1. Download the workflow JSON from this page (or use workflow.json from the builder package), then choose n8n's Import from File command.
  2. Replace SampleData with ticketId, subject, and message items. Edit the rules array in ProcessData to match your support queues. Connect the output to your helpdesk integration only after reviewing example classifications.
  3. Select Execute Workflow. The result is in ProcessData.

Behavior and limits

Uses deterministic English keyword rules, not AI or sentiment analysis. Rule order resolves overlapping categories. Every result requires human review; the workflow does not send replies or update a helpdesk.

The supplied example needs no credentials. Any additional integration you connect requires its own configuration and tests.

Verification

Imported and executed successfully in an isolated n8n 2.44.5 instance on 2026-10-22. The sample routed billing, outage, and general tickets with the expected priority. An empty ticket was rejected.

Failures appear in the n8n execution view; this template does not send error alerts. Review the output before connecting downstream actions.

References

Consulted official documentation on 2026-10-22:

Origin

Original n8nfinity workflow. Sample records are fictitious.