Automation library · Customer support

Freshdesk ticket classification & screening with Azure OpenAI

Started by someone opening a chat with it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to Azure OpenAI. 11 steps, 1 branch: a working afternoon to understand properly.

MediumCalls a model: Azure OpenAI

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11 stepsMedium: a working afternoon
1Branch: places the flow splits
0Loops or waits
0Services by connector: it calls them over plain HTTP

The flow

Starts it 2Model 3Logic 3Service 3

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

  1. 1Azure OpenAI Chat Model1Lm Chat Azure Open AiModel
  2. 2Structured Output ParserOutput Parser StructuredModel
  3. 3Testing TriggerChat triggerStarts it
  4. 4 Production TriggerWebhookStarts it
  5. 5 FilterFuchs AIAgentModel
  6. 6Set Ticket IDCodeLogic
  7. 7SwitchSwitchLogic
  8. 8 Get Ticket DetailsFreshdeskService
  9. 9No Operation, do nothingNo OpLogic
  10. 10Set Group - SPAMFreshdeskService
  11. 11SET Group VertreibHttp RequestService

How it's built

Starts on
Someone opening a chat with it
Steps
11, with 1 branch
Size
Medium: a working afternoon
Connects to
Nothing by connector; it calls services over plain HTTP
Model
Azure OpenAI

Questions

What does it need to run?

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

What starts it?

It starts on someone opening a chat with it.

Does it use AI?

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

How long does it take to set up?

Plan an afternoon. 11 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 11 steps before you point it at anything that matters.