An n8n workflow automation that triages incoming Zendesk support tickets by extracting product module and customer tier metadata. Bug reports are automatically routed to Jira with engineering Slack notifications, while VIP customer issues trigger priority escalation. All ticket routing decisions are logged to Google Sheets for support analytics and SLA tracking.

Full FlowZap Code

support { # Support
n1: rectangle label:"Zendesk - New Ticket" system:"Zendesk"
n2: rectangle label:"Code - Extract product/module + customer tier" system:"n8n"
n1.handle(right) -> n2.handle(left) [label="Ticket data"]
}

triage { # Triage
n3: diamond label:"IF: Bug report?" system:"n8n"
n4: diamond label:"IF: VIP customer?" system:"n8n"
n2.handle(right) -> triage.n3.handle(left) [label="Classify"]
n3.handle(bottom) -> triage.n4.handle(top) [label="No → Check VIP"]
}

engineering { # Engineering
n5: rectangle label:"Jira - Create Issue" system:"Jira"
n6: rectangle label:"Slack - Notify #eng-triage" system:"Slack"
n3.handle(right) -> engineering.n5.handle(left) [label="Yes → Create bug"]
n5.handle(right) -> engineering.n6.handle(left) [label="Assigned"]
}

customer { # Customer
n7: rectangle label:"Slack - Post Message (#support)" system:"Slack"
n4.handle(right) -> customer.n7.handle(left) [label="VIP → Escalate"]
n4.handle(bottom) -> customer.n7.handle(top) [label="Non-VIP → Standard"]
}

audit { # Audit
n8: rectangle label:"Google Sheets - Append Row (Ticket routing log)" system:"Google Sheets"
engineering.n5.handle(bottom) -> audit.n8.handle(top) [label="Log"]
customer.n7.handle(bottom) -> audit.n8.handle(top) [label="Log"]
}

Related templates