# Automate customer support with Mintlify and Zendesk AI: n8n workflow

> Started by another system calling it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenRouter.

Source: https://millionrounds.com/workflow/automate-customer-support-with-mintlify-and-zendesk-ai (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)

# Automate customer support with Mintlify and Zendesk AI

Started by another system calling it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenRouter. 32 steps, 5 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenRouter

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fautomate-customer-support-with-mintlify-and-zendesk-ai)

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

**5** Branches: places the flow splits

**0** Loops or waits

**0** Services by connector: it calls them over plain HTTP

## The flow

Starts it 1 Model 6 Logic 15 Service 10

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

- 1 **OpenRouter Chat Model** Lm Chat Open Router *Model*
- 2 **Webhook** Webhook *Starts it*
- 3 **OpenRouter Chat Model1** Lm Chat Open Router *Model*
- 4 **OpenRouter Chat Model2** Lm Chat Open Router *Model*
- 5 **AI Agent** Agent *Model*
- 6 **Fetch Zendesk ticket** Http Request *Service*
- 7 **Check uncertainty** Agent *Model*
- 8 **Message classifier** Agent *Model*
- 9 **Parse AI response** Code *Logic*
- 10 **Check if human agent is assigned** Switch *Logic*
- 11 **Uncertainty router** Switch *Logic*
- 12 **Message router** Switch *Logic*
- 13 **If human assigned, don't reply** No Op *Logic*
- 14 **Fetch ticket conversation** Http Request *Service*
- 15 **If uncertain, don't reply** No Op *Logic*
- 16 **Reply ticket and put on pending** Http Request *Service*
- 17 **Billing suspected - escalate** Http Request *Service*
- 18 **Delete ticket** Http Request *Service*
- 19 **Fraud suspected - escalate** Http Request *Service*
- 20 **Look for Mintlify topicId** Code *Logic*
- 21 **Parse conversation** Code *Logic*
- 22 **New ticket?** Switch *Logic*
- 23 **Count AI replies** Code *Logic*
- 24 **Create Mintlify Chat Topic** Http Request *Service*
- 25 **Mintlify generated response (existing)** Http Request *Service*
- 26 **Check how many times the AI replied** Switch *Logic*
- 27 **Add Mintlify topicId to ticket tags** Http Request *Service*
- 28 **Parse mintlify response** Code *Logic*
- 29 **Flip conversation to get the last message** Code *Logic*
- 30 **If more that x replies, don't reply** No Op *Logic*
- 31 **Add Mintlify topicID to ticket** Code *Logic*
- 32 **Mintlify generated response (new)** Http Request *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 32, with 5 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Nothing by connector; it calls services over plain HTTP
- **Model:** OpenRouter

## Questions

What does it need to run?

An n8n account, and a key for OpenRouter. 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 OpenRouter. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 32 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 32 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%2Fautomate-customer-support-with-mintlify-and-zendesk-ai)
- **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.

## Workflows like it

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

- [**AI-powered WhatsApp support bot with OpenAI and Gmail** 32 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/ai-powered-whatsapp-support-bot-with-openai-and-gmail)
- [**Answer internal policy questions from Google Drive with OpenAI** 31 steps · calls a model · Google Drive, Qdrant](https://millionrounds.com/workflow/answer-internal-policy-questions-from-google-drive-with-open)
- [**Answer onboarding questions in Slack with Anthropic** 33 steps · calls a model · Google Sheets, Pinecone](https://millionrounds.com/workflow/answer-onboarding-questions-in-slack-with-anthropic)
- [**Automate Telegram support handover from AI to humans with GPT4** 33 steps · calls a model · Email, Telegram](https://millionrounds.com/workflow/automate-telegram-support-handover-from-ai-to-humans-with-gp)
- [**Automated customer support system with Gmail** 31 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automated-customer-support-system-with-gmail)
- [**Crawl websites & answer questions with OpenAI** 33 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/crawl-websites-and-answer-questions-with-openai)