AI Support Ticket Triage in n8n: OpenAI + HubSpot + Slack + Linear

AI Support Ticket Triage in n8n—Route, prioritize, and draft replies automatically

This n8n workflow ingests support tickets via webhook, validates and deduplicates them, enriches the requester in HubSpot, then uses OpenAI to classify issues and draft responses. Urgent cases are escalated to Linear and alerted in Slack, while non-escalations create Gmail drafts with full audit logging.

What this workflow does

• Receives tickets through a POST webhook payload.
• Normalizes and validates common fields (email, subject, message, URL) and applies an SLA profile including a VIP-domain flag.
• Rejects incomplete requests: missing required fields are posted to Slack as an intake error, and the webhook caller receives a 422 response.
• Deduplicates using a Google Sheets audit log keyed lookup; duplicates trigger a Slack notice and a duplicate response.
• Enriches with HubSpot by searching for the requester’s contact record, then sends ticket + HubSpot context to OpenAI to generate: category, priority, sentiment, and SLA risk notes, plus a reply draft.
• Escalates high-risk tickets (urgent/VIP/security/billing or keyword-risky) by creating a Linear issue and posting a Slack alert.
• Handles non-escalations: low-confidence or AI-failure cases go to a Slack human-review queue; otherwise a Gmail draft is created, and the decision is appended to Google Sheets.

Use cases

• SaaS support teams that want AI triage + priority before agents review messages.
• Ops workflows that need deduplication and audit logging for compliance visibility.
• VIP, security, and billing ticket pipelines that must escalate to Linear immediately with Slack notifications.

Technical details

• n8n nodes/integrations: webhook, if, code, Gmail, Slack, sticky note, Google Sheets (audit log), HubSpot (private app token), OpenAI, Linear.
• Authentication setup includes Slack, Google Sheets, Gmail, plus API tokens/keys for HubSpot, OpenAI, and Linear.