Triage Support Tickets with Groq Chat Completions in n8n

Instantly triage incoming support tickets with Groq Chat Completions in n8n

Turn every new support request into a structured triage outcome—priority, department, sentiment, summary, and a recommended action—by sending ticket text to Groq’s OpenAI-compatible Chat Completions API from an n8n webhook.

What this workflow does

• Receives support tickets via a webhook (POST request) using an n8n Webhook trigger.
• Extracts key fields from the incoming payload—such as subject, message body, customer email, and channel—from either the top level or a ticket object.
• Builds a strict JSON-only classification prompt to instruct the model to return structured triage results.
• Calls Groq’s OpenAI-compatible Chat Completions API to classify the ticket content.
• Parses and normalizes the response, applying sensible defaults when fields are missing.
• Returns the triage output as a JSON response to the original webhook request.

Use cases

• Route tickets from your support form or system to the right team automatically (e.g., billing vs. technical support) based on the message content.
• Surface the priority and sentiment of new requests to speed up first-response workflows.
• Generate a concise summary and recommended action so agents can start resolving faster.

Technical details

• Groq integration: Uses a Groq API key via an HTTP Header Auth credential.
• API call: Sends the JSON-only classification prompt to Groq’s OpenAI-compatible Chat Completions endpoint.
• n8n nodes used: Webhook, Code (payload extraction + parsing), HTTP Request (Groq call), Respond to Webhook (JSON output), plus supporting nodes like Sticky Note.

Setup tip: Copy the webhook URL from the Webhook trigger and configure your support system to POST ticket details including subject, body/message, and customer_email/email, along with channel.