# Automate support ticket triage and resolution with Jira: n8n workflow

> Started by a clock, and works across Jira. It hands the judgement calls to OpenAI. 22 steps, 1 loop or waits: large, and worth reading before you trust it...

Source: https://millionrounds.com/workflow/automate-support-ticket-triage-and-resolution-with-jira (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 triage and resolution with Jira

Started by a clock, and works across Jira. It hands the judgement calls to OpenAI. 22 steps, 1 loop or waits: 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-support-ticket-triage-and-resolution-with-jira)

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

**0** Branches: places the flow splits

**1** Loop or waits

**1** Service it connects to

## The flow

Starts it 1 Model 7 Logic 9 Service 5

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

- 1 **Schedule Trigger** Schedule trigger *Starts it*
- 2 **OpenAI Chat Model** Lm Chat Open Ai *Model*
- 3 **Structured Output Parser** Output Parser Structured *Model*
- 4 **OpenAI Chat Model1** Lm Chat Open Ai *Model*
- 5 **OpenAI Chat Model2** Lm Chat Open Ai *Model*
- 6 **Get Open Tickets** Jira *Service*
- 7 **Label, Prioritize & Rewrite** Chain Llm *Model*
- 8 **Summarise Resolution** Chain Llm *Model*
- 9 **Attempt to Resolve Issue** Chain Llm *Model*
- 10 **Mark as Seen** Remove Duplicates *Logic*
- 11 **Update Labels, Priority and Description** Jira *Service*
- 12 **Return Fields** Set *Logic*
- 13 **Add Comment to Issue** Jira *Service*
- 14 **Simplify Ticket** Set *Logic*
- 15 **Get Recent Similar Issues Resolved** Jira *Service*
- 16 **Loop Over Items** Split In Batches *Logic*
- 17 **Aggregate1** Aggregate *Logic*
- 18 **Issue Ref** No Op *Logic*
- 19 **Simplify Issue** Set *Logic*
- 20 **Get Comments** Jira *Service*
- 21 **Simplify Comments** Set *Logic*
- 22 **Aggregate** Aggregate *Logic*

## How it's built

- **Starts on:** A clock
- **Steps:** 22, 1 loop or waits
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Jira
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Jira account, 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?

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%2Fautomate-support-ticket-triage-and-resolution-with-jira)
- **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.

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

## Workflows like it

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

- [**Create business partner in SAP from Jira service desk request** 22 steps · calls a model · Email, Jira](https://millionrounds.com/workflow/create-business-partner-in-sap-from-jira-service-desk-reques)
- [**Automate support ticket classification & routing** 18 steps · calls a model · HubSpot, Jira](https://millionrounds.com/workflow/automate-support-ticket-classification-and-routing)
- [**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)
- [**Auto-assign support tickets with Jira and Supabase** 28 steps · calls a model · Jira, Supabase vectors](https://millionrounds.com/workflow/auto-assign-support-tickets-with-jira-and-supabase)