Support Ticket ${ticket.ticketId}

{ "edges": [ { "to": "34506c7f-ea7b-4d6f-9213-940cd56d6d37", "from": "df0d9c67-d252-45a0-91c5-ba6b73ec2b83", "toPort": "0", "fromPort": "0" }, { "to": "726984c8-2e34-4881-9c99-4b07de711263", "from": "3e02523d-6776-466d-9233-2520e25c6647", "toPort": "0", "fromPort": "0" }, { "to": "ecfdb162-21d7-4126-95fb-939aa0392065", "from": "56bcd853-4095-4b0c-9bb0-d24f22dd8ed9", "toPort": "0", "fromPort": "0" }, { "to": "3e02523d-6776-466d-9233-2520e25c6647", "from": "34506c7f-ea7b-4d6f-9213-940cd56d6d37", "toPort": "0", "fromPort": "0" }, { "to": "1259aa69-0636-4229-a0f9-072f024e068e", "from": "34506c7f-ea7b-4d6f-9213-940cd56d6d37", "toPort": "0", "fromPort": "1" }, { "to": "d66117e3-612e-4d2e-8630-154076c8d07a", "from": "ecfdb162-21d7-4126-95fb-939aa0392065", "toPort": "0", "fromPort": "0" }, { "to": "8ed1117f-2e16-4718-bc33-ea313098dc94", "from": "ecfdb162-21d7-4126-95fb-939aa0392065", "toPort": "0", "fromPort": "1" }, { "to": "df0d9c67-d252-45a0-91c5-ba6b73ec2b83", "from": "6ce3cdf9-7619-4f8a-973a-a0021a22e13d", "toPort": "0", "fromPort": "0" }, { "to": "3fbf74bf-4418-4109-94c2-196a3e760e69", "from": "d66117e3-612e-4d2e-8630-154076c8d07a", "toPort": "0", "fromPort": "0" }, { "to": "708ee78b-72c0-4a45-b334-8cdd845f9af8", "from": "01277a43-c6fa-4a85-bb95-5e6fa1b096ff", "toPort": "0", "fromPort": "0" }, { "to": "56bcd853-4095-4b0c-9bb0-d24f22dd8ed9", "from": "726984c8-2e34-4881-9c99-4b07de711263", "toPort": "0", "fromPort": "0" }, { "to": "01277a43-c6fa-4a85-bb95-5e6fa1b096ff", "from": "61dc2aa7-ac6c-4397-bcbc-ad6014d1b117", "toPort": "0", "fromPort": "0" }, { "to": "6ce3cdf9-7619-4f8a-973a-a0021a22e13d", "from": "708ee78b-72c0-4a45-b334-8cdd845f9af8", "toPort": "0", "fromPort": "0" } ], "nodes": [ { "id": "61dc2aa7-ac6c-4397-bcbc-ad6014d1b117", "name": "Webhook - Receive Ticket", "type": "trigger", "params": { "kind": "n8n-nodes-base.webhook", "path": "support-ticket-resolved", "options": {}, "httpMethod": "POST", "responseMode": "responseNode" }, "position": [ -2352, 240 ] }, { "id": "01277a43-c6fa-4a85-bb95-5e6fa1b096ff", "name": "Extract Ticket Details", "type": "code", "params": { "jsCode": "// Extract and normalize ticket data from webhook payload\nconst ticketData = $input.item.json.body || $input.item.json;\n\n// Handle different payload structures (Zendesk, Freshdesk, custom)\nconst ticket = ticketData.ticket || ticketData;\n\n// Extract ticket ID (handle various formats)\nconst extractTicketId = (ticket) => {\n return ticket.id || ticket.ticket_id || ticket.number || 'UNKNOWN';\n};\n\n// Extract agent name with fallback\nconst extractAgentName = (ticket) => {\n if (ticket.assignee?.name) return ticket.assignee.name;\n if (ticket.agent?.name) return ticket.agent.name;\n if (ticket.assigned_to) return ticket.assigned_to;\n return 'Support Team';\n};\n\n// Extract customer info\nconst extractCustomerInfo = (ticket) => {\n return {\n name: ticket.requester?.name || ticket.customer?.name || 'Customer',\n email: ticket.requester?.email || ticket.customer?.email || 'N/A'\n };\n};\n\n// Extract resolution notes\nconst extractResolution = (ticket) => {\n if (ticket.resolution_notes) return ticket.resolution_notes;\n if (ticket.latest_comment?.body) return ticket.latest_comment.body;\n if (ticket.internal_notes) return ticket.internal_notes;\n if (Array.isArray(ticket.comments) && ticket.comments.length > 0) {\n return ticket.comments[ticket.comments.length - 1].body;\n }\n return 'Resolution details not available';\n};\n\nconst customer = extractCustomerInfo(ticket);\n\n// Return normalized data structure\nreturn {\n json: {\n ticketId: extractTicketId(ticket),\n subject: ticket.subject || 'No Subject Provided',\n description: ticket.description || ticket.body || '',\n resolution: extractResolution(ticket),\n agentName: extractAgentName(ticket),\n customerName: customer.name,\n customerEmail: customer.email,\n priority: (ticket.priority || 'normal').toLowerCase(),\n createdAt: ticket.created_at || new Date().toISOString(),\n resolvedAt: ticket.updated_at || ticket.resolved_at || new Date().toISOString(),\n tags: ticket.tags || [],\n category: ticket.category || ticket.type || 'General Support',\n rawTicket: ticket // Keep original for reference\n }\n};" }, "position": [ -2064, 240 ] }, { "id": "708ee78b-72c0-4a45-b334-8cdd845f9af8", "name": "AI Summarization (OpenAI)", "type": "llm", "params": { "modelId": { "__rl": true, "mode": "list", "value": "gpt-4", "cachedResultName": "GPT-4" }, "options": { "maxTokens": 1500, "temperature": 0.3 }, "messages": { "values": [ { "content": "=You are a technical support documentation specialist. Your task is to analyze support tickets and create clear, professional case study summaries.\n\nCreate summaries that are:\n- Clear and professional\n- Structured with proper HTML formatting\n- Actionable and informative\n- Suitable for knowledge base articles\n- Include key takeaways and prevention tips" }, { "content": "=Please analyze this support ticket and provide a comprehensive, structured summary:\n\n**TICKET INFORMATION**\n- Ticket ID: {{ $json.ticketId }}\n- Subject: {{ $json.subject }}\n- Customer: {{ $json.customerName }} ({{ $json.customerEmail }})\n- Priority: {{ $json.priority }}\n- Category: {{ $json.category }}\n- Tags: {{ $json.tags.join(', ') }}\n\n**ORIGINAL ISSUE REPORTED:**\n{{ $json.description }}\n\n**RESOLUTION PROVIDED:**\n{{ $json.resolution }}\n\n**RESOLVED BY:** {{ $json.agentName }}\n\n---\n\nPlease structure your response using the following HTML format:\n\n

🔍 Issue Reported

[Provide a clear, concise description of the problem the customer experienced. Include symptoms, error messages, and impact on the customer.]

\n\n

🛠️ Troubleshooting Steps

[Step 1: What was checked or attempted first]
[Step 2: Next diagnostic action taken]
[Step 3: Additional troubleshooting performed]

\n\n

✅ Final Resolution

[Describe the exact solution that resolved the issue. Be specific about what was done and why it worked.]

\n\n

💡 Key Takeaways

[Important lesson or insight from this case]
[Prevention tip or best practice]
[Related knowledge or documentation reference]

\n\nIMPORTANT: \n- Use only the HTML tags and structure shown above\n- Be specific and technical but keep language clear\n- Focus on actionable information\n- If information is missing, make reasonable inferences based on context\n- Keep the summary concise but comprehensive (aim for 200-400 words total)" } ] }, "provider": "openai", "maxTokens": 1500, "temperature": 0.3 }, "position": [ -1728, 240 ] }, { "id": "6ce3cdf9-7619-4f8a-973a-a0021a22e13d", "name": "Format HTML Document", "type": "code", "params": { "jsCode": "// Combine ticket data with AI summary and create professional HTML document\nconst ticket = $('Extract Ticket Details').item.json;\nconst aiResponse = $input.item.json;\n\n// Extract AI summary (handle different response formats)\nlet aiSummary = '';\nif (aiResponse.message?.content) {\n aiSummary = aiResponse.message.content;\n} else if (aiResponse.choices?.[0]?.message?.content) {\n aiSummary = aiResponse.choices[0].message.content;\n} else if (typeof aiResponse === 'string') {\n aiSummary = aiResponse;\n} else {\n aiSummary = JSON.stringify(aiResponse);\n}\n\n// Format dates nicely\nconst formatDate = (dateString) => {\n const date = new Date(dateString);\n return date.toLocaleDateString('en-US', { \n year: 'numeric', \n month: 'long', \n day: 'numeric',\n hour: '2-digit',\n minute: '2-digit'\n });\n};\n\n// Calculate resolution time\nconst calculateResolutionTime = (created, resolved) => {\n const diff = new Date(resolved) - new Date(created);\n const hours = Math.floor(diff / (1000 * 60 * 60));\n const days = Math.floor(hours / 24);\n \n if (days > 0) return `${days} day${days > 1 ? 's' : ''}`;\n if (hours > 0) return `${hours} hour${hours > 1 ? 's' : ''}`;\n return 'Less than 1 hour';\n};\n\nconst resolutionTime = calculateResolutionTime(ticket.createdAt, ticket.resolvedAt);\nconst currentDate = new Date().toLocaleDateString('en-US', { \n year: 'numeric', \n month: 'long', \n day: 'numeric' \n});\n\n// Create comprehensive HTML document\nconst html = `\n\n\n\n \n \n Support Ticket ${ticket.ticketId} - Case Documentation\n \n\n\n

\n \n\n

Resolution Time

⚡ ${resolutionTime}

\n\n

\n Ticket ID\n

#${ticket.ticketId}

\n Category\n

${ticket.category}

\n Customer\n

${ticket.customerName}

\n Customer Email\n

${ticket.customerEmail}

\n Resolved By\n

${ticket.agentName}

\n Resolution Date\n

${formatDate(ticket.resolvedAt)}

\n\n

📋 Subject

${ticket.subject}

\n\n ${aiSummary}\n\n ${ticket.tags && ticket.tags.length > 0 ? `\n

\n Tags:
\n ${ticket.tags.map(tag => `#${tag}`).join('')}\n

\n ` : ''}\n\n \n

\n\n\n`;\n\n// Generate filename with timestamp\nconst timestamp = new Date().toISOString().split('T')[0];\nconst sanitizedSubject = ticket.subject\n .replace(/[^a-z0-9]/gi, '_')\n .substring(0, 50);\nconst fileName = `Ticket_${ticket.ticketId}_${sanitizedSubject}_${timestamp}.pdf`;\n\nreturn {\n json: {\n ...ticket,\n aiSummary: aiSummary,\n htmlContent: html,\n fileName: fileName,\n resolutionTime: resolutionTime,\n documentGeneratedAt: new Date().toISOString()\n }\n};" }, "position": [ -1152, 240 ] }, { "id": "34506c7f-ea7b-4d6f-9213-940cd56d6d37", "name": "Check PDF Success", "type": "if", "params": { "conditions": { "string": [ { "value1": "={{ $json.success }}", "operation": "isNotEmpty" } ] } }, "position": [ -240, 240 ] }, { "id": "726984c8-2e34-4881-9c99-4b07de711263", "name": "Upload to Google Drive", "type": "integration", "params": { "name": "={{ $('Format HTML Document').item.json.fileName }}", "driveId": { "__rl": true, "mode": "list", "value": "My Drive" }, "options": {}, "service": "googleDrive", "folderId": { "__rl": true, "mode": "list", "value": "YOUR_FOLDER_ID_HERE" }, "operation": "read" }, "position": [ 560, 112 ] }, { "id": "56bcd853-4095-4b0c-9bb0-d24f22dd8ed9", "name": "Capture Drive URL", "type": "set", "params": { "fields": { "values": [ { "name": "driveFileId", "stringValue": "={{ $json.id }}" }, { "name": "driveFileUrl", "stringValue": "={{ $json.webViewLink }}" }, { "name": "driveFileName", "stringValue": "={{ $json.name }}" } ] }, "options": {} }, "position": [ 880, 112 ] }, { "id": "ecfdb162-21d7-4126-95fb-939aa0392065", "name": "Check Upload Success", "type": "if", "params": { "conditions": { "string": [ { "value1": "={{ $json.driveFileUrl }}", "operation": "isNotEmpty" } ] } }, "position": [ 1264, 112 ] }, { "id": "d66117e3-612e-4d2e-8630-154076c8d07a", "name": "Update Google Sheets", "type": "integration", "params": { "columns": { "value": { "Status": "Documented", "Subject": "={{ $('Extract Ticket Details').item.json.subject }}", "Category": "={{ $('Extract Ticket Details').item.json.category }}", "PDF Link": "={{ $json.driveFileUrl }}", "Priority": "={{ $('Extract Ticket Details').item.json.priority }}", "Ticket ID": "={{ $('Extract Ticket Details').item.json.ticketId }}", "Agent Name": "={{ $('Extract Ticket Details').item.json.agentName }}", "Customer Name": "={{ $('Extract Ticket Details').item.json.customerName }}", "Resolved Date": "={{ $('Extract Ticket Details').item.json.resolvedAt }}", "Customer Email": "={{ $('Extract Ticket Details').item.json.customerEmail }}", "Resolution Time": "={{ $('Format HTML Document').item.json.resolutionTime }}", "Document Generated": "={{ $now }}" }, "schema": [ { "id": "Ticket ID", "type": "string", "display": true, "required": false, "displayName": "Ticket ID", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Subject", "type": "string", "display": true, "required": false, "displayName": "Subject", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Customer Name", "type": "string", "display": true, "required": false, "displayName": "Customer Name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Customer Email", "type": "string", "display": true, "required": false, "displayName": "Customer Email", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Agent Name", "type": "string", "display": true, "required": false, "displayName": "Agent Name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Priority", "type": "string", "display": true, "required": false, "displayName": "Priority", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Category", "type": "string", "display": true, "required": false, "displayName": "Category", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Resolved Date", "type": "string", "display": true, "required": false, "displayName": "Resolved Date", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Resolution Time", "type": "string", "display": true, "required": false, "displayName": "Resolution Time", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "PDF Link", "type": "string", "display": true, "required": false, "displayName": "PDF Link", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Document Generated", "type": "string", "display": true, "required": false, "displayName": "Document Generated", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Status", "type": "string", "display": true, "required": false, "displayName": "Status", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "service": "googleSheets", "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Sheet1" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_SHEET_ID_HERE" } }, "position": [ 1600, -96 ] }, { "id": "3fbf74bf-4418-4109-94c2-196a3e760e69", "name": "Send Slack Notification", "type": "integration", "params": { "text": "=✅ *Support Ticket Documented Successfully*\n\n*Ticket Details:*\n• *ID:* #{{ $('Extract Ticket Details').item.json.ticketId }}\n• *Subject:* {{ $('Extract Ticket Details').item.json.subject }}\n• *Customer:* {{ $('Extract Ticket Details').item.json.customerName }}\n• *Priority:* {{ $('Extract Ticket Details').item.json.priority.toUpperCase() }}\n\n*Resolution Info:*\n• *Resolved by:* {{ $('Extract Ticket Details').item.json.agentName }}\n• *Resolution Time:* {{ $('Format HTML Document').item.json.resolutionTime }}\n\n📄 *Documentation:* <{{ $('Capture Drive URL').item.json.driveFileUrl }}|View PDF>\n\n_Automatically generated at {{ $now.format('MM/DD/YYYY h:mm A') }}_", "select": "channel", "service": "slack", "channelId": { "__rl": true, "mode": "id", "value": "YOUR_CHANNEL_ID_HERE" }, "operation": "read", "otherOptions": {}, "authentication": "oAuth2" }, "position": [ 2016, -96 ] }, { "id": "1259aa69-0636-4229-a0f9-072f024e068e", "name": "Error - PDF Failed", "type": "integration", "params": { "text": "=🚨 *Support Documentation Workflow Failed*\n\n*Error:* PDF generation failed for ticket\n*Ticket ID:* #{{ $('Extract Ticket Details').item.json.ticketId }}\n*Subject:* {{ $('Extract Ticket Details').item.json.subject }}\n*Time:* {{ $now.format('MM/DD/YYYY h:mm A') }}\n\n*Action Required:*\nPlease check the n8n workflow execution logs and manually process this ticket.\n\n_Automated Error Alert_", "select": "channel", "service": "slack", "channelId": { "__rl": true, "mode": "id", "value": "YOUR_CHANNEL_ID_HERE" }, "operation": "read", "otherOptions": {}, "authentication": "oAuth2" }, "position": [ 208, 464 ] }, { "id": "8ed1117f-2e16-4718-bc33-ea313098dc94", "name": "Error - Upload Failed", "type": "integration", "params": { "text": "=🚨 *Support Documentation Workflow Failed*\n\n*Error:* Google Drive upload failed\n*Ticket ID:* #{{ $('Extract Ticket Details').item.json.ticketId }}\n*Subject:* {{ $('Extract Ticket Details').item.json.subject }}\n*Time:* {{ $now.format('MM/DD/YYYY h:mm A') }}\n\n*Possible Causes:*\n• Drive storage quota exceeded\n• Invalid folder permissions\n• Authentication expired\n• Network timeout\n\n*Action Required:*\nCheck Google Drive credentials and storage, then retry this ticket.\n\n_Automated Error Alert_", "select": "channel", "service": "slack", "channelId": { "__rl": true, "mode": "id", "value": "YOUR_CHANNEL_ID_HERE" }, "operation": "read", "otherOptions": {}, "authentication": "oAuth2" }, "position": [ 1584, 240 ] }, { "id": "df0d9c67-d252-45a0-91c5-ba6b73ec2b83", "name": "HTML to PDF", "type": "integration", "params": { "service": "htmlcsstopdf", "operation": "run", "html_content": "={{ $json.htmlContent }}", "__originalType": "n8n-nodes-htmlcsstopdf.htmlcsstopdf" }, "position": [ -704, 240 ] }, { "id": "3e02523d-6776-466d-9233-2520e25c6647", "name": "HTTP Request", "type": "http", "params": { "url": "={{ $json.pdf_url }}", "options": { "response": { "response": {} } } }, "position": [ 160, 112 ] } ] }

🔍 Issue Reported

🛠️ Troubleshooting Steps

✅ Final Resolution

💡 Key Takeaways

Support Case Documentation

📋 Subject

Transform support tickets into AI documentation with GPT-4, PDFs and Google Drive