AI Ticket Routing in n8n: OpenAI, HubSpot, Jira & Slack

Automatically route support requests to the right Jira team—with AI classification, SLA tracking, and Slack alerts

This AI Ticket Routing in n8n workflow analyzes incoming support messages, classifies intent and priority using OpenAI, creates (or de-dupes) Jira issues, assigns the correct team, and keeps everyone updated in Slack—all while tracking SLA deadlines.

What this workflow does

• Triggers on new requests: a new Gmail email arrives, a WhatsApp message is received via a WAHA webhook, or a user submits the n8n contact form.
• Normalizes ticket data: converts each inbound request into a consistent ticket payload and captures attachments (including downloading WhatsApp media when present).
• Enriches with customer context: searches HubSpot CRM by email and/or phone, merging any matching contact details into the ticket.
• Uses AI for routing: sends the ticket text to OpenAI to classify category, intent, priority, sentiment, generate a summary, and suggest a reply.
• Calculates SLA and maps assignment: computes the SLA due time and maps the ticket category to the configured Jira assignee/component.
• Prevents duplicates: checks Jira Cloud for an existing issue using a computed dedupe key; if found, it posts a duplicate notice to Slack, otherwise it creates a new Jira ticket.
• Notifies and escalates when needed: stamps SLA + AI metadata onto the Jira issue, uploads attachments, posts a new-ticket notification to Slack, and for form submissions returns a completion message.
• Runs SLA monitoring every 10 minutes: searches for unresolved tickets past SLA due time, posts breach alerts to Slack (optionally a manager DM), escalates Jira priority when configured, and marks tickets as notified.

Use cases

• Route customer support messages from Gmail and WhatsApp into the correct Jira queue automatically.
• Use HubSpot context to speed up triage and include customer details in every ticket.
• Stay ahead of SLA breaches with automated Slack alerts and priority escalation.

Technical details

• Integrations: Gmail, WhatsApp (WAHA webhook), n8n form, HubSpot CRM, OpenAI, Jira Cloud, Slack
• Workflow nodes: if, code, form, no op, merge, slack
• Core behavior: AI intent/priority classification, Jira de-duplication, SLA due calculation, attachment handling, periodic SLA breach checks