# Freshdesk ticket classification & screening with Azure OpenAI: n8n workflow

> 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.

Source: https://millionrounds.com/workflow/freshdesk-ticket-classification-and-screening-with-azure-ope (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)

# 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.

Medium Calls a model: Azure OpenAI

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ffreshdesk-ticket-classification-and-screening-with-azure-ope)

**11 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

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

## The flow

Starts it 2 Model 3 Logic 3 Service 3

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

- 1 **Azure OpenAI Chat Model1** Lm Chat Azure Open Ai *Model*
- 2 **Structured Output Parser** Output Parser Structured *Model*
- 3 **Testing Trigger** Chat trigger *Starts it*
- 4 **Production Trigger** Webhook *Starts it*
- 5 **FilterFuchs AI** Agent *Model*
- 6 **Set Ticket ID** Code *Logic*
- 7 **Switch** Switch *Logic*
- 8 **Get Ticket Details** Freshdesk *Service*
- 9 **No Operation, do nothing** No Op *Logic*
- 10 **Set Group - SPAM** Freshdesk *Service*
- 11 **SET Group Vertreib** Http Request *Service*

## 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.

## 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%2Ffreshdesk-ticket-classification-and-screening-with-azure-ope)
- **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.

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