{
  "workflow": {
    "id": 2323,
    "name": "Customer Support Channel and Ticketing System with Slack and Linear",
    "views": 7904,
    "recentViews": 0,
    "totalViews": 7904,
    "createdAt": "2024-07-09T13:29:02.369Z",
    "description": "This n8n workflow demonstrates how to create a really simple yet effective customer support channel and pipeline by combining Slack, Linear and AI tools.\n\nBuilt on n8n's ability to integrate anything, this workflow is intended for small support teams who want to maximise re-use of the tools they already have with an interface which is doesn't require any onboarding.\n\n**Read the blog post here**: [https://blog.n8n.io/automated-customer-support-tickets-with-n8n-slack-linear-and-ai/](https://blog.n8n.io/automated-customer-support-tickets-with-n8n-slack-linear-and-ai/)\n\n## How it works\n* The workflow is connected to a slack channel setup with the customer to capture support issues.\n* Only messages which are tagged with a \"✅\" reaction are captured by the workflow. Messages are tagged by the support team in the channel.\n* Each captured support issue is sent to the AI model to classify, prioritise and rewrite into a support ticket.\n* The generated support ticket is uploaded to Linear for the support team to investigate and track.\n* Support team is able to report back to the user via the channel when issue is fixed.\n\n## Requirements\n* Slack channel to be monitored\n* Linear account and project\n\n## Customising this workflow\n\nDon't have Linear? This workflow can work just as well with traditional ticketing systems like JIRA.",
    "workflow": {
      "meta": {
        "instanceId": "26ba763460b97c249b82942b23b6384876dfeb9327513332e743c5f6219c2b8e"
      },
      "nodes": [
        {
          "id": "2b3112a9-046e-4aae-8fcc-95bddf3bb02e",
          "name": "Slack",
          "type": "n8n-nodes-base.slack",
          "position": [
            828,
            327
          ],
          "parameters": {
            "limit": 10,
            "query": "in:#n8n-tickets has::ticket:",
            "options": {},
            "operation": "search"
          },
          "credentials": {
            "slackApi": {
              "id": "credential-id",
              "name": "slackApi Credential"
            }
          },
          "typeVersion": 2.2
        },
        {
          "id": "65fd6821-4d19-436c-81d9-9bdb0f5efddd",
          "name": "OpenAI Chat Model",
          "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
          "position": [
            1920,
            480
          ],
          "parameters": {
            "options": {}
          },
          "credentials": {
            "openAiApi": {
              "id": "credential-id",
              "name": "openAiApi Credential"
            }
          },
          "typeVersion": 1
        },
        {
          "id": "85125704-7363-40de-af84-f267f8c7e919",
          "name": "Structured Output Parser",
          "type": "@n8n/n8n-nodes-langchain.outputParserStructured",
          "position": [
            2100,
            480
          ],
          "parameters": {
            "jsonSchema": "{\n  \"type\": \"object\",\n  \"properties\": {\n    \"title\": { \"type\": \"string\" },\n    \"summary\": { \"type\": \"string\" },\n    \"ideas\": {\n      \"type\": \"array\",\n      \"items\": { \"type\": \"string\" }\n    },\n    \"priority\": { \"type\": \"string\" }\n  }\n}"
          },
          "typeVersion": 1.1
        },
        {
          "id": "eda8851a-1929-4f2f-9149-627c0fe62fbc",
          "name": "Schedule Trigger",
          "type": "n8n-nodes-base.scheduleTrigger",
          "position": [
            628,
            327
          ],
          "parameters": {
            "rule": {
              "interval": [
                {
                  "field": "minutes"
                }
              ]
            }
          },
          "typeVersion": 1.2
        },
        {
          "id": "ad0d56b5-5caf-4fc0-bdbb-4e6207e4eb03",
          "name": "Sticky Note",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            580,
            112.87898199907983
          ],
          "parameters": {
            "color": 7,
            "width": 432.4578914269739,
            "height": 427.09547550768553,
            "content": "## 1. Query Slack for Messages \n[Read more about the Slack Trigger](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.slack)\n\nSlack API search uses the same search syntax found in the app. Here, we'll use it to filter the latest messages with the ticket emoji within our designated channel called #n8n-tickets. "
          },
          "typeVersion": 1
        },
        {
          "id": "d4ebe5b3-6d9a-4547-8af8-0985206c4ca4",
          "name": "Sticky Note1",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            1040,
            180.44851541532478
          ],
          "parameters": {
            "color": 7,
            "width": 711.6907825442045,
            "height": 632.7258798316449,
            "content": "## 2. Decide If We Need to Create a New Ticket \n[Read more about using Linear](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.linear)\n\nFor generated issues, we add the message id to the description of the message so that we can check them at this point in the workflow to avoid duplicates."
          },
          "typeVersion": 1
        },
        {
          "id": "b2920271-6698-47a4-8cac-ea4cec7b47d6",
          "name": "Get Values",
          "type": "n8n-nodes-base.set",
          "position": [
            1100,
            360
          ],
          "parameters": {
            "mode": "raw",
            "options": {},
            "jsonOutput": "={\n  \"id\": \"#{{ $json.permalink.split('/').last() }}\",\n  \"type\": \"{{ $json.type }}\",\n  \"title\": \"__NOT_SET__\",\n  \"channel\": \"{{ $json.channel.name }}\",\n  \"user\": \"{{ $json.username }} ({{ $json.user }})\",\n  \"ts\": \"{{ $json.ts }}\",\n  \"permalink\": \"{{ $json.permalink }}\",\n  \"message\": \"{{ $json.text.replaceAll('\"','\\\\\"').replaceAll('\\n', '\\\\n') }}\"\n}"
          },
          "typeVersion": 3.3
        },
        {
          "id": "c4a4db2a-5d1c-4726-8c98-aef57fdcfaa6",
          "name": "Create New Ticket?",
          "type": "n8n-nodes-base.if",
          "position": [
            1600,
            360
          ],
          "parameters": {
            "options": {},
            "conditions": {
              "options": {
                "leftValue": "",
                "caseSensitive": true,
                "typeValidation": "strict"
              },
              "combinator": "and",
              "conditions": [
                {
                  "id": "c11109b6-ee45-4b52-adc3-4be5fe420202",
                  "operator": {
                    "type": "boolean",
                    "operation": "false",
                    "singleValue": true
                  },
                  "leftValue": "={{ Boolean(($json.hashes ?? []).includes($json.id)) }}",
                  "rightValue": "=false"
                }
              ]
            }
          },
          "typeVersion": 2
        },
        {
          "id": "46acb0de-1df1-4116-8aaf-704ec6644d7c",
          "name": "Sticky Note2",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            1780,
            80
          ],
          "parameters": {
            "color": 7,
            "width": 530.6864600881105,
            "height": 578.3950618708791,
            "content": "## 3. Use AI to Generate Ticket Contents\n[Read more about using Basic LLM Chain](https://docs.n8n.io/integrations/builtin/cluster-nodes/root-nodes/n8n-nodes-langchain.chainllm)\n\nFor this demo, we've instructed the AI to do the following:\n* Generate a descriptive title of the issue\n* Summarise the user message into an actionable request.\n* Determine a prority based on tone and context of the user message. \n* Can offer possible fixes through use of tools or RAG. (not implemented)\n"
          },
          "typeVersion": 1
        },
        {
          "id": "503d4ae7-9d5b-4dab-94a2-da28bc0e49da",
          "name": "Sticky Note6",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            200,
            120
          ],
          "parameters": {
            "width": 359.6648027457353,
            "height": 400.4748439127683,
            "content": "## Try It Out!\n### This workflow does the following:\n* Monitors a Slack channel for new user messages asking for assistance\n* Only user messages which are tagged with the ticket(🎫) emoji are processed.\n* Linear is first checked to see if a ticket was created for the user message.\n* User messages are sent to ChatGPT to generate title, description and priority.\n* Support ticket is created in Linear.\n\n### Need Help?\nJoin the [Discord](https://discord.com/invite/XPKeKXeB7d) or ask in the [Forum](https://community.n8n.io/)!\n\nHappy Hacking!"
          },
          "typeVersion": 1
        },
        {
          "id": "11e423a4-36b6-4ecd-8bf7-58a7d4a1aa9a",
          "name": "Get Existing Issues",
          "type": "n8n-nodes-base.linear",
          "position": [
            1260,
            360
          ],
          "parameters": {
            "operation": "getAll"
          },
          "credentials": {
            "linearApi": {
              "id": "credential-id",
              "name": "linearApi Credential"
            }
          },
          "typeVersion": 1,
          "alwaysOutputData": true
        },
        {
          "id": "413fde96-346a-468e-80b7-d465bd8add14",
          "name": "Generate Ticket Using ChatGPT",
          "type": "@n8n/n8n-nodes-langchain.chainLlm",
          "position": [
            1920,
            320
          ],
          "parameters": {
            "text": "=The \"user issue\" is enclosed by 3 backticks:\n```\n{{ $('Get Values').item.json.message }}\n```\nYou will complete the following 4 tasks:\n1. Generate a title intended for a support ticket based on the user issue only. Be descriptive but use no more than 10 words.\n2. Summarise the user issue only by identifying the key expectations and steps that were taken to reach the conclusion.\n3. Offer at most 3 suggestions to debug or resolve the user issue only. ignore the previous issues for this task.\n4. Identify the urgency of the user issue only and denote the priority as one of \"low\", \"medium\", \"high\" or \"urgent\". If you cannot determine the urgency of the issue, then assign the \"low\" priority. Also consider that requests which require action either today or tomorrow should be prioritised as \"high\".",
            "promptType": "define",
            "hasOutputParser": true
          },
          "typeVersion": 1.4
        },
        {
          "id": "66aecf53-6e8a-4ee8-88c3-be6b7d8d0527",
          "name": "Sticky Note3",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            2340,
            206
          ],
          "parameters": {
            "color": 7,
            "width": 374.7406065828194,
            "height": 352.3865785298774,
            "content": "## 4. Create New Ticket in Linear\n[Read more about using Linear](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.linear)\n\nWith our ticket contents generated, we can now create our ticket in Linear for support to handle.\n"
          },
          "typeVersion": 1
        },
        {
          "id": "f7898b7b-f60a-4315-a870-8c8ec4ad848f",
          "name": "Create Ticket",
          "type": "n8n-nodes-base.linear",
          "position": [
            2480,
            380
          ],
          "parameters": {
            "title": "={{ $json.output.title }}",
            "teamId": "1c721608-321d-4132-ac32-6e92d04bb487",
            "additionalFields": {
              "stateId": "92962324-3d1f-4cf8-993b-0c982cc95245",
              "priorityId": "={{ { 'urgent': 1, 'high': 2, 'medium': 3, 'low': 4 }[$json.output.priority.toLowerCase()] ?? 0 }}",
              "description": "=## {{ $json.output.summary }}\n\n### Suggestions\n{{ $json.output.ideas.map(idea => '* ' + idea).join('\\n') }}\n\n## Original Message\n{{ $('Get Values').item.json[\"user\"] }} asks:\n> {{ $('Get Values').item.json[\"message\"] }}\n\n### Metadata\nchannel: {{ $('Get Values').item.json.channel }}\nts: {{ $('Get Values').item.json.ts }}\npermalink: {{ $('Get Values').item.json.permalink }}\nhash: {{ $('Get Values').item.json.id }}\n"
            }
          },
          "credentials": {
            "linearApi": {
              "id": "credential-id",
              "name": "linearApi Credential"
            }
          },
          "typeVersion": 1
        },
        {
          "id": "0b706c12-6ce0-41af-ad4b-9d98d7d03a41",
          "name": "Merge",
          "type": "n8n-nodes-base.merge",
          "position": [
            1440,
            360
          ],
          "parameters": {
            "mode": "combine",
            "options": {},
            "combinationMode": "multiplex"
          },
          "typeVersion": 2.1
        },
        {
          "id": "d5b30127-f237-459d-860a-2589e3b54fb8",
          "name": "Get Hashes Only",
          "type": "n8n-nodes-base.set",
          "position": [
            1260,
            640
          ],
          "parameters": {
            "options": {},
            "assignments": {
              "assignments": [
                {
                  "id": "9b0e8527-ea17-4b1e-ba62-287111f4b37e",
                  "name": "hashes",
                  "type": "array",
                  "value": "={{ $json.descriptions.map(desc => desc.match(/hash\\:\\s([\\w#]+)/i)[1]) }}"
                }
              ]
            }
          },
          "typeVersion": 3.3
        },
        {
          "id": "9de103e1-b6a4-4454-b1b9-73eff730fcb6",
          "name": "Collect Descriptions",
          "type": "n8n-nodes-base.aggregate",
          "position": [
            1260,
            500
          ],
          "parameters": {
            "options": {},
            "fieldsToAggregate": {
              "fieldToAggregate": [
                {
                  "renameField": true,
                  "outputFieldName": "descriptions",
                  "fieldToAggregate": "description"
                }
              ]
            }
          },
          "typeVersion": 1,
          "alwaysOutputData": true
        },
        {
          "id": "af34916f-7888-4d41-aee6-752b78e88c0c",
          "name": "Sticky Note4",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            780,
            300
          ],
          "parameters": {
            "width": 204.96868508214473,
            "height": 296.735132421306,
            "content": "\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n🚨**Required**\n* Set the Slack channel to monitor here."
          },
          "typeVersion": 1
        },
        {
          "id": "58ab44f7-5fe5-4804-8bf1-36f351d86528",
          "name": "Sticky Note5",
          "type": "n8n-nodes-base.stickyNote",
          "position": [
            2440,
            360
          ],
          "parameters": {
            "width": 183.49787916474958,
            "height": 296.735132421306,
            "content": "\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n🚨**Required**\n* Set the Linear Team Name or ID here."
          },
          "typeVersion": 1
        }
      ],
      "pinData": {},
      "connections": {
        "Merge": {
          "main": [
            [
              {
                "node": "Create New Ticket?",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Slack": {
          "main": [
            [
              {
                "node": "Get Values",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Get Values": {
          "main": [
            [
              {
                "node": "Merge",
                "type": "main",
                "index": 0
              },
              {
                "node": "Get Existing Issues",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Get Hashes Only": {
          "main": [
            [
              {
                "node": "Merge",
                "type": "main",
                "index": 1
              }
            ]
          ]
        },
        "Schedule Trigger": {
          "main": [
            [
              {
                "node": "Slack",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "OpenAI Chat Model": {
          "ai_languageModel": [
            [
              {
                "node": "Generate Ticket Using ChatGPT",
                "type": "ai_languageModel",
                "index": 0
              }
            ]
          ]
        },
        "Create New Ticket?": {
          "main": [
            [
              {
                "node": "Generate Ticket Using ChatGPT",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Get Existing Issues": {
          "main": [
            [
              {
                "node": "Collect Descriptions",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Collect Descriptions": {
          "main": [
            [
              {
                "node": "Get Hashes Only",
                "type": "main",
                "index": 0
              }
            ]
          ]
        },
        "Structured Output Parser": {
          "ai_outputParser": [
            [
              {
                "node": "Generate Ticket Using ChatGPT",
                "type": "ai_outputParser",
                "index": 0
              }
            ]
          ]
        },
        "Generate Ticket Using ChatGPT": {
          "main": [
            [
              {
                "node": "Create Ticket",
                "type": "main",
                "index": 0
              }
            ]
          ]
        }
      }
    },
    "lastUpdatedBy": 29,
    "workflowInfo": {
      "nodeCount": 19,
      "nodeTypes": {
        "n8n-nodes-base.if": {
          "count": 1
        },
        "n8n-nodes-base.set": {
          "count": 2
        },
        "n8n-nodes-base.merge": {
          "count": 1
        },
        "n8n-nodes-base.slack": {
          "count": 1
        },
        "n8n-nodes-base.linear": {
          "count": 2
        },
        "n8n-nodes-base.aggregate": {
          "count": 1
        },
        "n8n-nodes-base.stickyNote": {
          "count": 7
        },
        "n8n-nodes-base.scheduleTrigger": {
          "count": 1
        },
        "@n8n/n8n-nodes-langchain.chainLlm": {
          "count": 1
        },
        "@n8n/n8n-nodes-langchain.lmChatOpenAi": {
          "count": 1
        },
        "@n8n/n8n-nodes-langchain.outputParserStructured": {
          "count": 1
        }
      }
    },
    "status": "published",
    "user": {
      "name": "Jimleuk",
      "username": "jimleuk",
      "bio": "Founder @ Subworkflow.ai - the fastest way to build durable RAG applications.\n\nFreelance AI Automation Engineer based in London, UK. Since 2024, my n8n templates have documented my journey into applied AI and have helped hundreds of businesses and organisations get up to speed with AI automation. Today, I continue to explore use-cases as AI evolves and occasionally upload templates which I find novel and interesting.\n\nSubscribe to the RSS Feed: https://cdn.subworkflow.ai/n8n-templates/rss.xml",
      "verified": true,
      "links": [
        "https://linkedin.com/in/jimleuk"
      ],
      "avatar": "https://gravatar.com/avatar/4ab99e51473df76838beeaac908747f7928c625f869794815cabe34016967d51?r=pg&d=retro&size=200"
    },
    "nodes": [
      {
        "id": 20,
        "icon": "fa:map-signs",
        "name": "n8n-nodes-base.if",
        "codex": {
          "data": {
            "alias": [
              "Router",
              "Filter",
              "Condition",
              "Logic",
              "Boolean",
              "Branch"
            ],
            "details": "The IF node can be used to implement binary conditional logic in your workflow. You can set up one-to-many conditions to evaluate each item of data being inputted into the node. That data will either evaluate to TRUE or FALSE and route out of the node accordingly.\n\nThis node has multiple types of conditions: Bool, String, Number, and Date & Time.",
            "resources": {
              "generic": [
                {
                  "url": "https://n8n.io/blog/learn-to-automate-your-factorys-incident-reporting-a-step-by-step-guide/",
                  "icon": "🏭",
                  "label": "Learn to Automate Your Factory's Incident Reporting: A Step by Step Guide"
                },
                {
                  "url": "https://n8n.io/blog/2021-the-year-to-automate-the-new-you-with-n8n/",
                  "icon": "☀️",
                  "label": "2021: The Year to Automate the New You with n8n"
                },
                {
                  "url": "https://n8n.io/blog/why-business-process-automation-with-n8n-can-change-your-daily-life/",
                  "icon": "🧬",
                  "label": "Why business process automation with n8n can change your daily life"
                },
                {
                  "url": "https://n8n.io/blog/create-a-toxic-language-detector-for-telegram/",
                  "icon": "🤬",
                  "label": "Create a toxic language detector for Telegram in 4 step"
                },
                {
                  "url": "https://n8n.io/blog/no-code-ecommerce-workflow-automations/",
                  "icon": "store",
                  "label": "6 e-commerce workflows to power up your Shopify s"
                },
                {
                  "url": "https://n8n.io/blog/how-to-build-a-low-code-self-hosted-url-shortener/",
                  "icon": "🔗",
                  "label": "How to build a low-code, self-hosted URL shortener in 3 steps"
                },
                {
                  "url": "https://n8n.io/blog/automate-your-data-processing-pipeline-in-9-steps-with-n8n/",
                  "icon": "⚙️",
                  "label": "Automate your data processing pipeline in 9 steps"
                },
                {
                  "url": "https://n8n.io/blog/how-to-get-started-with-crm-automation-and-no-code-workflow-ideas/",
                  "icon": "👥",
                  "label": "How to get started with CRM automation (with 3 no-code workflow ideas"
                },
                {
                  "url": "https://n8n.io/blog/5-tasks-you-can-automate-with-notion-api/",
                  "icon": "⚡️",
                  "label": "5 tasks you can automate with the new Notion API "
                },
                {
                  "url": "https://n8n.io/blog/automate-google-apps-for-productivity/",
                  "icon": "💡",
                  "label": "15 Google apps you can combine and automate to increase productivity"
                },
                {
                  "url": "https://n8n.io/blog/automation-for-maintainers-of-open-source-projects/",
                  "icon": "🏷️",
                  "label": "How to automatically manage contributions to open-source projects"
                },
                {
                  "url": "https://n8n.io/blog/how-uproc-scraped-a-multi-page-website-with-a-low-code-workflow/",
                  "icon": " 🕸️",
                  "label": "How uProc scraped a multi-page website with a low-code workflow"
                },
                {
                  "url": "https://n8n.io/blog/5-workflow-automations-for-mattermost-that-we-love-at-n8n/",
                  "icon": "🤖",
                  "label": "5 workflow automations for Mattermost that we love at n8n"
                },
                {
                  "url": "https://n8n.io/blog/why-this-product-manager-loves-workflow-automation-with-n8n/",
                  "icon": "🧠",
                  "label": "Why this Product Manager loves workflow automation with n8n"
                },
                {
                  "url": "https://n8n.io/blog/sending-automated-congratulations-with-google-sheets-twilio-and-n8n/",
                  "icon": "🙌",
                  "label": "Sending Automated Congratulations with Google Sheets, Twilio, and n8n "
                },
                {
                  "url": "https://n8n.io/blog/how-to-set-up-a-ci-cd-pipeline-with-no-code/",
                  "icon": "🎡",
                  "label": "How to set up a no-code CI/CD pipeline with GitHub and TravisCI"
                },
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