# Automate support ticket classification & routing: n8n workflow

> Started by a clock, and works across HubSpot and Jira. It hands the judgement calls to OpenAI. 18 steps, 1 branch: a working afternoon to understand properly.

Source: https://millionrounds.com/workflow/automate-support-ticket-classification-and-routing (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 support ticket classification & routing

Started by a clock, and works across HubSpot and Jira. It hands the judgement calls to OpenAI. 18 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: OpenAI

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fautomate-support-ticket-classification-and-routing)

**18 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 3 Model 9 Logic 2 Service 4

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

- 1 **OpenAI Chat Model** Lm Chat Open Ai *Model*
- 2 **When Executed by Another Workflow** Execute Workflow trigger *Starts it*
- 3 **Sentinel** Tool Workflow *Model*
- 4 **Profiler** Tool Workflow *Model*
- 5 **Structured Output Parser** Output Parser Structured *Model*
- 6 **from_crm** Hubspot Tool *Service*
- 7 **For testing** Manual trigger *Starts it*
- 8 **Set the running interval** Schedule trigger *Starts it*
- 9 **Orchestrator** Agent *Model*
- 10 **Sentinel_agent** Agent *Model*
- 11 **Profiler_agent** Agent *Model*
- 12 **generate ticket title** Chain Summarization *Model*
- 13 **Cateogory Classifier** Text Classifier *Model*
- 14 **Router** Switch *Logic*
- 15 **Get many tickets** Hubspot *Service*
- 16 **Create an issue in Jira** Jira *Service*
- 17 **Search contacts** Hubspot *Service*
- 18 **Set the variables** Set *Logic*

## How it's built

- **Starts on:** A clock
- **Steps:** 18, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** HubSpot, Jira
- **Model:** OpenAI

## Questions

What does it need to run?

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

What starts it?

It starts on a clock.

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?

Plan an afternoon. 18 steps is enough that you should read each one before running it.

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 18 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-support-ticket-classification-and-routing)
- **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.

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

## Workflows like it

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

- [**Daily Jira ticket summarizer with OpenAI and Jira API** 18 steps · calls a model · Gmail, Jira](https://millionrounds.com/workflow/daily-jira-ticket-summarizer-with-openai-and-jira-api)
- [**Analyze support screenshots with UploadToURL and OpenAI** 17 steps · calls a model · Jira, Slack](https://millionrounds.com/workflow/analyze-support-screenshots-with-uploadtourl-and-openai)
- [**Triage and route support tickets with Gemini and Jira** 17 steps · calls a model · Gmail, Jira](https://millionrounds.com/workflow/triage-and-route-support-tickets-with-gemini-and-jira)
- [**Automate IT support: Convert emails to Jira tickets** 16 steps · calls a model · Gmail, Jira](https://millionrounds.com/workflow/automate-it-support-convert-emails-to-jira-tickets)
- [**Summarize Slack threads into Jira tickets with OpenRouter** 16 steps · calls a model · Jira](https://millionrounds.com/workflow/summarize-slack-threads-into-jira-tickets-with-openrouter)
- [**Turn support tickets into developer insights with OpenAI** 16 steps · calls a model · Email, Jira](https://millionrounds.com/workflow/turn-support-tickets-into-developer-insights-with-openai)