This n8n workflow automates support ticket handling with AI-driven classification, response generation, and safety chec…
This n8n workflow automates support ticket handling with AI-driven classification, response generation, and safety checks. Responses are based solely on your Mintlify documentation, ensuring accuracy, consistency, and reduced manual effort in customer support. ✅ Trigger: New Ticket Received The workflow is triggered whenever a new support ticket is created. 🔍 Check for Assignee If the ticket is already assigned to a human agent, the bot does nothing and exits. If the ticket is unassigned, the bot continues processing. 🔢 Bot Response Count Check The workflow checks how many times the bot has already responded to this ticket. If the bot has replied more than 3 times, it stops and waits for a human to take over. This prevents endless loops and flags potentially complex cases for review. 🧠 AI-Based Ticket Categorization An AI model analyzes the ticket content and classifies it into one of the following categories: 🧾 Billing → Sends a predefined billing-related message. 📢 Advertising → Automatically deletes the ticket. 🚨 Fraud → Sends a predefined fraud-related message. ❓ Other → Proceeds to generate a dynamic response. 🤖 Mintlify Integration For tickets categorized as "Other", the customer’s question is sent to the Mintlify API, which returns a documentation-based answer. ✍️ AI Response Formatter The raw response from Mintlify is passed to an AI model that: Summarizes and rewrites the answer in a clear, friendly tone Limits the response to 120 words Adds conversational elements like “Hi,” “Thanks,” and a proper closing 🛡️ AI Confidence Filter A second AI model reviews the formatted response to ensure it sounds confident and accurate. It looks for uncertainty phrases like: “I’m not sure” “I don’t have enough information” “It depends…” If the response is flagged as uncertain, the workflow stops and waits for a human agent to respond. 📤 Send Response & Update Ticket If the response passes the confidence check: The reply is sent to the customer The ticket status is updated to “Pending”. An n8n automation workflow template by Alex Gurinovich.
Alex Gurinovich
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