# Classify and triage support tickets with SLA-aware: n8n workflow

> Started by another system calling it. It calls services over plain HTTP rather than through connectors.

Source: https://millionrounds.com/workflow/classify-and-triage-support-tickets-with-sla-aware (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)

# Classify and triage support tickets with SLA-aware

Started by another system calling it. It calls services over plain HTTP rather than through connectors. 4 steps: small enough to read in one sitting and change without fear.

Small

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fclassify-and-triage-support-tickets-with-sla-aware)

**4 steps** Small: readable in one sitting

**0** Branches: places the flow splits

**0** Loops or waits

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

## The flow

Starts it 2 Logic 2

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

- 1 **Support Ticket Webhook** Webhook *Starts it*
- 2 **Classify Ticket** Code *Logic*
- 3 **Build Triage Payload** Set *Logic*
- 4 **Return Triage Payload** Respond To Webhook *Starts it*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 4
- **Size:** Small: readable in one sitting
- **Connects to:** Nothing by connector; it calls services over plain HTTP
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account. 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?

No. Every step is fixed logic or a call to a service, so it does the same thing every time.

How long does it take to set up?

Not long. At 4 steps it can be read in one sitting and changed without fear.

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 4 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%2Fclassify-and-triage-support-tickets-with-sla-aware)
- **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.

- [**Add TypeScript Intellisense support to code nodes** 4 steps](https://millionrounds.com/workflow/add-typescript-intellisense-support-to-code-nodes)
- [**Answer website visitor questions with Groq** 4 steps](https://millionrounds.com/workflow/answer-website-visitor-questions-with-groq)
- [**Assign sequential ticket IDs by category in Google Sheets** 4 steps · Google Sheets](https://millionrounds.com/workflow/assign-sequential-ticket-ids-by-category-in-google-sheets)
- [**Automated support ticket system with Gmail and Trello** 4 steps · Gmail, Slack](https://millionrounds.com/workflow/automated-support-ticket-system-with-gmail-and-trello)
- [**Send Slack alert for high-priority Zendesk tickets** 4 steps · Slack](https://millionrounds.com/workflow/send-slack-alert-for-high-priority-zendesk-tickets)
- [**Automated Ticket Processing and Routing Agent with DeepSeek** 4 steps · calls a model](https://millionrounds.com/workflow/automated-ticket-processing-and-routing-agent-with-deepseek)