Who is this workflow for? Streamline your customer support operations by automatically resolving long-standing and overlooked JIRA issues using an AI-powered n8n workflow. This template enhances your team’s efficiency by leveraging artificial intelligence to classify, manage, and resolve support tickets without manual intervention..

What does this workflow do?

  • Daily Schedule Trigger: The workflow initiates every day, scanning JIRA for issues older than seven days that are not marked as “Done.”
  • Parallel Processing: Each identified issue is processed individually through a subworkflow, allowing multiple issues to be handled simultaneously.
  • Issue Classification: The workflow generates a report based on the issue’s comment history. An AI text classifier then determines the current state and progress of the issue.
  • Resolution Handling:
  • If the issue is deemed resolved, sentiment analysis assesses customer satisfaction. Negative sentiments trigger a Slack notification for escalation, while positive sentiments lead to automatic closure of the issue.
  • If the issue remains unresolved, an AI agent searches for solutions using similar resolved issues or data from a connected Notion database. If a solution is found, it is posted to the issue and subsequently closed.
  • Blocked Issues Management: For issues awaiting responses, the workflow adds reminder messages to prompt further action.
  • Reporting and Notifications: Throughout the process, relevant updates and notifications are sent via Slack to keep the support team informed.

🤖 Why Use This Automation Workflow?

  • Increase Efficiency: Automate the monitoring and resolution of unresolved JIRA issues, reducing the manual workload on your support team.
  • Enhance Accuracy: Utilize AI to accurately classify and assess the status of each issue, minimizing human error.
  • Improve Customer Satisfaction: Perform sentiment analysis to ensure positive customer experiences and promptly address negative feedback.

👨‍💻 Who is This Workflow For?

This workflow is ideal for:

  • Customer Support Teams: Seeking to optimize their issue resolution processes.
  • IT and Development Teams: Managing backlog in JIRA and aiming to reduce unresolved tickets.
  • Business Operations Managers: Looking to enhance workflow automation and team productivity through AI integration.

🎯 Use Cases

  1. Backlog Management: Automatically identify and close long-standing JIRA issues that are no longer relevant or have been forgotten.
  2. Quality Control: Classify newly created issues in real-time to ensure they meet reporting standards and prioritize them effectively.
  3. Customer Feedback Monitoring: Analyze the sentiment of resolved issues to gauge customer satisfaction and address any negative feedback promptly.

TL;DR

This n8n workflow template leverages AI to automate the identification, classification, and resolution of long-lived JIRA issues, enhancing the capacity and efficiency of your customer support team. By integrating JIRA, OpenAI, and Slack, it ensures timely issue management and improved customer satisfaction with minimal manual effort.

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