# AI-powered ticket triage with OpenAI and Postgres: n8n workflow

> Started by another system calling it, and works across Postgres and Slack. It puts OpenAI behind a retrieval step, so answers are drawn from documents you...

Source: https://millionrounds.com/workflow/ai-powered-ticket-triage-with-openai-and-postgres (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [Customer support](https://millionrounds.com/workflows?category=Customer+support#library)

# AI-powered ticket triage with OpenAI and Postgres

Started by another system calling it, and works across Postgres and Slack. It puts OpenAI behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 22 steps, 2 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenAI Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fai-powered-ticket-triage-with-openai-and-postgres)

**22 steps** Large: read it before trusting it with anything live

**2** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 1 Model 13 Logic 6 Service 2

The steps in the order they run, from what starts it.

- 1 **Incoming Ticket Webhook** Webhook *Starts it*
- 2 **OpenAI Chat Model - Classifier** Lm Chat Open Ai *Model*
- 3 **Classification Output Parser** Output Parser Structured *Model*
- 4 **MCP Server Tools** Mcp Client Tool *Model*
- 5 **Embeddings OpenAI - Search** Embeddings Open Ai *Model*
- 6 **OpenAI Chat Model - Solution** Lm Chat Open Ai *Model*
- 7 **Solution Output Parser** Output Parser Structured *Model*
- 8 **Embeddings OpenAI - Insert** Embeddings Open Ai *Model*
- 9 **Document Loader** Document Default Data Loader *Model*
- 10 **MCP Server Tools1** Mcp Client Tool *Model*
- 11 **Workflow Configuration** Set *Logic*
- 12 **Ticket Classifier Agent** Agent *Model*
- 13 **Knowledge Base Search** Vector Store PGVector *Model*
- 14 **AI Solution Generator** Agent *Model*
- 15 **Add to Knowledge Base** Vector Store PGVector *Model*
- 16 **Check If Solution Found** If *Logic*
- 17 **Create Diagnostic Logs** Code *Logic*
- 18 **Format Auto-Resolution** Set *Logic*
- 19 **Check If Engineer Needed** If *Logic*
- 20 **Update Ticket Status** Postgres *Service*
- 21 **Notify Engineer** Slack *Service*
- 22 **Prepare KB Entry** Set *Logic*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 22, with 2 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Postgres, Slack
- **Model:** OpenAI
- **Retrieval:** Answers are drawn from documents you supply, not from the model alone

## Questions

What does it need to run?

An n8n account, plus your own Postgres and Slack accounts, and a key for OpenAI. You connect your own accounts after importing it; none are included.

What starts it?

It starts on another system calling it.

Does it use AI?

Yes. It calls OpenAI. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 22 steps it is large: read it before trusting it with anything live.

How do I import it?

Copy the workflow, open a new workflow in n8n and paste. The steps appear on the canvas, ready for your own accounts.

**Before you run it**

Nothing here has been tested by us. It is somebody's working automation, read and described from its own steps. Treat the connections it wants as a list of accounts it will touch, and read the 22 steps before you point it at anything that matters.

## Run it in n8n

- **Create your n8n account** Free to start. n8n is where the workflow runs. [Create an n8n account ↗](https://millionrounds.com/n8n)
- **Download the workflow** Free with a Millionrounds account. [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fai-powered-ticket-triage-with-openai-and-postgres)
- **Paste it into n8n** Open a new workflow in n8n and paste. Then connect your own accounts.

Stored with the author's traces removed: canvas notes, instance identifiers, saved credential names and any live document they had left behind.

## Connects to

Each opens the other workflows that use it.

[Postgres](https://millionrounds.com/workflows?service=Postgres#library)[Slack](https://millionrounds.com/workflows?service=Slack#library)

## Workflows like it

Also customer support, with the same services where possible, closest in size first.

- [**Assess GitHub bus-factor risk in GitHub with Claude and Slack** 22 steps · calls a model · Slack](https://millionrounds.com/workflow/assess-github-bus-factor-risk-in-github-with-claude-and-slac)
- [**Auto-reply to FAQs on WhatsApp with Postgres** 22 steps · Postgres, WhatsApp](https://millionrounds.com/workflow/auto-reply-to-faqs-on-whatsapp-with-postgres)
- [**Route support tickets with SLA and Slack** 22 steps · Gmail, Slack](https://millionrounds.com/workflow/route-support-tickets-with-sla-and-slack)
- [**AI email support system: Gmail, Gemini, GPT-4, Slack & Google** 23 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/ai-email-support-system-gmail-gemini-gpt-4-slack-and-google)
- [**Automated Slack IT helpdesk with OpenAI and Supabase** 21 steps · calls a model · Slack, Supabase vectors](https://millionrounds.com/workflow/automated-slack-it-helpdesk-with-openai-and-supabase)
- [**Generate GEO-optimized support replies from Gmail** 21 steps · calls a model · Gmail, Slack](https://millionrounds.com/workflow/generate-geo-optimized-support-replies-from-gmail)