{"workflow":{"id":13163,"name":"Route support tickets with SLA tracking, Slack alerts, and Gmail confirmations","views":2,"recentViews":0,"totalViews":2,"createdAt":"2026-02-02T00:21:31.900Z","description":"Receive support tickets via webhook, categorize by priority, track SLA deadlines, notify your team on Slack, and send confirmation emails to customers.\n\nWHAT IT DOES:\n\nReceives support tickets from email, forms, or external systems via webhook\nNormalizes data from multiple input formats automatically\nValidates required fields before processing\nCategorizes tickets by keywords into types (technical, billing, question, general)\nAssigns priority automatically with override for urgent keywords\nDetects duplicate tickets from the same customer within 24 hours\nCalculates SLA deadline based on priority level\nStores ticket via REST API and returns ticket ID\nRoutes by priority to Slack with formatted alerts\nSends confirmation email to customer with ticket ID and SLA\n\nINCLUDED FLOWS:\n\nValid ticket: Webhook receives data → Normalize → Validate → Categorize → Check duplicates → Assign SLA → Store via API → Route by priority → Slack alert to #support → Confirmation email → Return ticket ID and SLA\nInvalid ticket: Validation fails (missing email or message) → Return 400 error response\nDuplicate ticket: Same customer and subject within 24 hours → Return existing ticket ID without creating new one\nWorkflow error: Any node fails → Error trigger → Slack alert to #errors channel\n\nSLA DEADLINES:\n\nCritical: 2 hours (keywords: urgent, asap, critical, down, outage)\nHigh: 8 hours (keywords: bug, error, broken, crash, billing, payment, refund)\nMedium: 24 hours (default for general tickets)\nLow: 48 hours (keywords: question, how to, feature, suggestion)\n\nSETUP:\n\nHTTP Header Auth credential with API key and base URL for your tickets API\nGmail credential for sending confirmation emails to customers\nSlack credential with access to #support and #errors 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