# Automate Service Ticket Triage with OpenAI and Taiga: n8n workflow

> Started by an event in a connected app. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/automate-service-ticket-triage-with-openai-and-taiga (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 Service Ticket Triage with OpenAI and Taiga

Started by an event in a connected app. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenAI. 21 steps, 4 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenAI

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

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

**4** 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 3 Logic 4 Service 13

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

- 1 **Service Ticket Created** Taiga trigger *Starts it*
- 2 **Structured Output Parser** Output Parser Structured *Model*
- 3 **OpenAI Chat Model** Lm Chat Open Ai *Model*
- 4 **AI Agent** Agent *Model*
- 5 **Define Type** Switch *Logic*
- 6 **Set Type to Question** Taiga *Service*
- 7 **Set Type to Enhancement** Taiga *Service*
- 8 **Set Type to Bug** Taiga *Service*
- 9 **Set Type to Onboarding** Taiga *Service*
- 10 **Define Severity** Switch *Logic*
- 11 **Set Severity to Wishlist** Taiga *Service*
- 12 **Set Severity to Minor** Taiga *Service*
- 13 **Set Severity to Normal** Taiga *Service*
- 14 **Set Severity to Critical** Taiga *Service*
- 15 **Set Severity to Important** Taiga *Service*
- 16 **Define Priority** Switch *Logic*
- 17 **Set Priority To Low** Taiga *Service*
- 18 **Set Priority To Normal** Taiga *Service*
- 19 **Set Priority To High** Taiga *Service*
- 20 **More Info Needed?** If *Logic*
- 21 **Set to Needs Info & Block** Taiga *Service*

## How it's built

- **Starts on:** An event in a connected app
- **Steps:** 21, with 4 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Nothing by connector; it calls services over plain HTTP
- **Model:** OpenAI

## Questions

What does it need to run?

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

What starts it?

It starts on an event in a connected app.

Does it use AI?

Yes. It calls OpenAI. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 21 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 21 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-service-ticket-triage-with-openai-and-taiga)
- **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.

- [**Answer HR and IT policy questions on Telegram with OpenAI** 21 steps · calls a model · Telegram](https://millionrounds.com/workflow/answer-hr-and-it-policy-questions-on-telegram-with-openai)
- [**Automate multi-channel customer support with Gmail** 21 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automate-multi-channel-customer-support-with-gmail)
- [**Automate support QA reviews with Intercom and OpenAI** 21 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/automate-support-qa-reviews-with-intercom-and-openai)
- [**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)
- [**Build a Telegram AI assistant with MemMachine and OpenAI** 21 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/build-a-telegram-ai-assistant-with-memmachine-and-openai)
- [**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)