Triage support tickets by GPT-4o sentiment and route them to Slack

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1. Workflow Overview

Analyze customer support ticket sentiment and route to Slack channels Who is this for Customer support teams, customer experience managers, and operations teams that need to triage incoming support...

Best for

Ticket Management automation workflows
AI Summarization automation workflows
intermediate n8n builders looking for reusable templates

Tools used

n8n-nodes-base.stickynote, n8n-nodes-base.webhook, n8n-nodes-base.code, @n8n/n8n-nodes-langchain.openai, n8n-nodes-base.switch, n8n-nodes-base.slack, n8n-nodes-base.respondtowebhook

Source and attribution

This workflow is cataloged by N8N Workflows and links back to its original n8n.io source page by TakatoYamada.

Original n8n.io source

1.1 Workflow description

Title: Triage support tickets by GPT-4o sentiment and route them to Slack
Workflow name: Triage support tickets by GPT-4o sentiment and route them to Slack

Analyze customer support ticket sentiment and route to Slack channels

Who is this for

Customer support teams, customer experience managers, and operations teams that need to triage incoming support tickets in real time without manual classification. Ideal for SaaS companies, e-commerce businesses, and service providers handling high ticket volumes.

What this workflow does

This workflow automatically triages incoming customer support tickets by sentiment using OpenAI GPT-4o. A ticket arrives via webhook, is normalized, analyzed for anger intensity (scored 0-10), and routed to the correct Slack channel in real time. High-anger tickets are escalated immediately, mid-range tickets go to standard support, and low-anger tickets or feedback are logged separately.

How to set up

Add your OpenAI API credential to the AI sentiment analysis node
Add your Slack OAuth2 credential to all three Slack nodes
Update Slack channel names (#escalation / #support / #feedback) to match your workspace
Activate the workflow and copy the webhook URL for your support form integration
Send a test request to verify end-to-end execution

Requirements

OpenAI API account with GPT-4o access
Slack workspace with OAuth2 app installed (chat:write scope)
Three Slack channels: one for escalation, one for support, one for feedback

How to customize

Adjust the anger score thresholds in the Switch node to match your team's escalation policy. Modify the GPT-4o prompt to detect additional sentiment categories or extract custom fields from tickets. Add language detection for multilingual support.

Node List

#	Node Name	Type	Role
1	When Ticket Received	Webhook	Trigger on incoming HTTP POST request
2	Normalize Ticket Data	Code	Sanitize and validate ticket fields
3	OpenAI Sentiment Analysis	OpenAI	AI anger scoring and sentiment tagging
4	Parse Sentiment Output	Code	Parse JSON output and decide routing
5	Route by Sentiment Score	Switch	3-way branch: ≥8 / 4-7 / ≤3
6	Send to Slack #escalation	Slack	Alert for high-anger tickets
7	Send to Slack #support	Slack	Notification for mid-range tickets
8	Send to Slack #feedback	Slack	Log for low-anger tickets or feedback
9	Respond with Routing Outcome	Respond to Webhook	Confirm result to the caller

Total: 9 nodes (+ 5 Sticky Notes)

Sticky Note Compliance

#	Sticky Note Title	Color	Role
1	Main Sticky Note (Overview)	Yellow	Workflow overview, How it works, Setup steps, Customization
2	Receive and normalize	White	Covers webhook reception and data normalization
3	Analyze sentiment	White	Covers GPT-4o sentiment analysis
4	Parse and route	White	Covers JSON parsing and routing logic
5	Post to Slack channels	White	Covers all 3 Slack post nodes and webhook response

All sticky notes use H2 headings (## ) and follow n8n public guidelines.

1.2 Logical Blocks

This catalog entry is organized from the workflow JSON. The node-level section below shows the executable blocks available for review before importing the template.

2. Block-by-Block Analysis

Block 1 - Sticky Note

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 2 - Sticky Note1

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 3 - Sticky Note2

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 4 - Sticky Note3

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 5 - Sticky Note4

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 6 - When Ticket Received

Type / Role: n8n-nodes-base.webhook - webhook
Config choices: Version 2

Block 7 - Normalize Ticket Data

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 8 - OpenAI Sentiment Analysis

Type / Role: @n8n/n8n-nodes-langchain.openAi - openAi
Config choices: Version 1.8

Block 9 - Parse Sentiment Output

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 10 - Route by Sentiment Score

Type / Role: n8n-nodes-base.switch - switch
Config choices: Version 3.2

Block 11 - Send to Slack #escalation

Type / Role: n8n-nodes-base.slack - slack
Config choices: Version 2.3

Block 12 - Send to Slack #support

Type / Role: n8n-nodes-base.slack - slack
Config choices: Version 2.3

Block 13 - Send to Slack #feedback

Type / Role: n8n-nodes-base.slack - slack
Config choices: Version 2.3

Block 14 - Respond with Routing Outcome

Type / Role: n8n-nodes-base.respondToWebhook - respondToWebhook
Config choices: Version 1.1

3. Summary Table

Workflow	Triage support tickets by GPT-4o sentiment and route them to Slack
Complexity	intermediate
Nodes	14
Categories	Ticket Management, AI Summarization
Author	TakatoYamada
Published	26 Apr 2026

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

Use the JSON export at /data/workflows/15304/15304.json as the source template for this automation.
2. Import the template into n8n

Open n8n, import the downloaded JSON, and review each node before activating the workflow.
3. Configure credentials and variables

Replace placeholder credentials, API keys, webhook URLs, account IDs, and environment-specific values with your own settings.
4. Test with sample data

Run the workflow manually or in a staging workspace, inspect node output, and confirm downstream systems receive the expected data.
5. Activate and monitor

Enable the workflow only after testing, then monitor executions, errors, and rate limits during the first production runs.

5. General Notes & Resources

Review imported nodes carefully before activation. This catalog entry is intended to help you inspect the workflow structure, understand required services, and find related templates faster.

Node names, credentials, schedules, webhook paths, and external service limits may need adjustment for your workspace.

Download workflow JSON Original n8n.io source Ticket Management workflows AI Summarization workflows

Frequently asked questions

What does Triage support tickets by GPT-4o sentiment and route them to Slack do?

What do I need before importing this workflow?

Review the workflow JSON, configure any required credentials in n8n, and test the automation in a safe workspace before using it in production.

Can I customize this workflow?

Yes. Use the block-by-block analysis and the downloadable JSON to inspect each node, then adjust credentials, prompts, schedules, filters, or destinations for your Ticket Management, AI Summarization use case.

TakatoYamada

14 workflows

Nodes

n8n-nodes-base.stickynote n8n-nodes-base.webhook n8n-nodes-base.code @n8n/n8n-nodes-langchain.openai n8n-nodes-base.switch n8n-nodes-base.slack n8n-nodes-base.respondtowebhook

Complexity

intermediate

Published 26 Apr 2026

Likes 0

View on n8n.io Download Workflow

Install path: /data/workflows/15304/15304.json

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Triage support tickets by GPT-4o sentiment and route them to Slack

Workflow preview

1. Workflow Overview

Best for

Tools used

Source and attribution

1.1 Workflow description

Analyze customer support ticket sentiment and route to Slack channels

Who is this for

What this workflow does

How to set up

Requirements

How to customize

Node List

Sticky Note Compliance

Tags

1.2 Logical Blocks

2. Block-by-Block Analysis

Block 1 - Sticky Note

Block 2 - Sticky Note1

Block 3 - Sticky Note2

Block 4 - Sticky Note3

Block 5 - Sticky Note4

Block 6 - When Ticket Received

Block 7 - Normalize Ticket Data

Block 8 - OpenAI Sentiment Analysis

Block 9 - Parse Sentiment Output

Block 10 - Route by Sentiment Score

Block 11 - Send to Slack #escalation

Block 12 - Send to Slack #support

Block 13 - Send to Slack #feedback

Block 14 - Respond with Routing Outcome

3. Summary Table

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

2. Import the template into n8n

3. Configure credentials and variables

4. Test with sample data

5. Activate and monitor

5. General Notes & Resources

Frequently asked questions