# Route support tickets with SLA and Slack: n8n workflow template

> Started by another system calling it, and works across Gmail and Slack. 22 steps, 3 branches: large, and worth reading before you trust it with anything live.

Source: https://millionrounds.com/workflow/route-support-tickets-with-sla-and-slack (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)

# Route support tickets with SLA and Slack

Started by another system calling it, and works across Gmail and Slack. 22 steps, 3 branches: large, and worth reading before you trust it with anything live.

Large

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

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

**3** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 4 Logic 13 Service 5

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

- 1 **New Ticket** Webhook *Starts it*
- 2 **Error Trigger** Error trigger *Starts it*
- 3 **Normalize Data** Code *Logic*
- 4 **Format Error** Code *Logic*
- 5 **Valid Ticket?** If *Logic*
- 6 **Error Alert** Slack *Service*
- 7 **Categorize Ticket** Code *Logic*
- 8 **Validation Error** Code *Logic*
- 9 **Check Duplicate** Http Request *Service*
- 10 **Respond 400** Respond To Webhook *Starts it*
- 11 **Not Duplicate?** If *Logic*
- 12 **Assign SLA** Code *Logic*
- 13 **Format Success** Code *Logic*
- 14 **Create Ticket** Http Request *Service*
- 15 **Respond 200** Respond To Webhook *Starts it*
- 16 **Route by Priority** Switch *Logic*
- 17 **Format Critical** Code *Logic*
- 18 **Format High** Code *Logic*
- 19 **Format Medium** Code *Logic*
- 20 **Format Low** Code *Logic*
- 21 **Notify Team** Slack *Service*
- 22 **Send Confirmation** Gmail *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 22, with 3 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Gmail, Slack
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Gmail and Slack accounts. 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?

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%2Froute-support-tickets-with-sla-and-slack)
- **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.

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

## Workflows like it

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

- [**AI-powered ticket triage with OpenAI and Postgres** 22 steps · calls a model · Postgres, Slack](https://millionrounds.com/workflow/ai-powered-ticket-triage-with-openai-and-postgres)
- [**Assess GitHub bus-factor risk in GitHub with Claude and Slack** 22 steps · calls a model · Slack](https://millionrounds.com/workflow/assess-github-bus-factor-risk-in-github-with-claude-and-slac)
- [**AI email support system: Gmail, Gemini, GPT-4, Slack & Google** 23 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/ai-email-support-system-gmail-gemini-gpt-4-slack-and-google)
- [**Automate multi-channel customer support with Gmail** 21 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automate-multi-channel-customer-support-with-gmail)
- [**Automated Slack IT helpdesk with OpenAI and Supabase** 21 steps · calls a model · Slack, Supabase vectors](https://millionrounds.com/workflow/automated-slack-it-helpdesk-with-openai-and-supabase)
- [**Build a Telegram AI assistant with MemMachine and OpenAI** 21 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/build-a-telegram-ai-assistant-with-memmachine-and-openai)