# Triage support tickets by GPT-4o sentiment: n8n workflow

> Started by another system calling it, and works across Slack. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/triage-support-tickets-by-gpt-4o-sentiment (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)

# Triage support tickets by GPT-4o sentiment

Started by another system calling it, and works across Slack. It hands the judgement calls to OpenAI. 9 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: OpenAI

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ftriage-support-tickets-by-gpt-4o-sentiment)

**9 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**1** Service it connects to

## The flow

Starts it 2 Model 1 Logic 3 Service 3

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

- 1 **When Ticket Received** Webhook *Starts it*
- 2 **Normalize Ticket Data** Code *Logic*
- 3 **OpenAI Sentiment Analysis** Open Ai *Model*
- 4 **Parse Sentiment Output** Code *Logic*
- 5 **Route by Sentiment Score** Switch *Logic*
- 6 **Send to Slack #escalation** Slack *Service*
- 7 **Send to Slack #support** Slack *Service*
- 8 **Send to Slack #feedback** Slack *Service*
- 9 **Respond with Routing Outcome** Respond To Webhook *Starts it*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 9, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Slack
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Slack account, and a key for OpenAI. 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?

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

How long does it take to set up?

Plan an afternoon. 9 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 9 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%2Ftriage-support-tickets-by-gpt-4o-sentiment)
- **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.

[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 email support router with Gmail and OpenAI** 9 steps · calls a model · Gmail, Slack](https://millionrounds.com/workflow/ai-powered-email-support-router-with-gmail-and-openai)
- [**Auto-answer GitHub PR questions with OpenAI and Notion** 9 steps · calls a model · Google Sheets, Notion](https://millionrounds.com/workflow/auto-answer-github-pr-questions-with-openai-and-notion)
- [**Automated email support triage with Gmail and Trello** 9 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automated-email-support-triage-with-gmail-and-trello)
- [**Route and prioritize Gmail support tickets to Notion** 9 steps · calls a model · Gmail, Notion](https://millionrounds.com/workflow/route-and-prioritize-gmail-support-tickets-to-notion)
- [**Triage customer support tickets from Gmail and forms** 9 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/triage-customer-support-tickets-from-gmail-and-forms)
- [**Route and prioritize support emails to Slack channels** 9 steps · Gmail, Slack](https://millionrounds.com/workflow/route-and-prioritize-support-emails-to-slack-channels)