Intelligent Ticket Routing with n8n
Get support tickets to the right person instantly. Use AI and rule-based logic to analyze, prioritize, and route tickets before a human even looks at them.
The Problem
Support teams waste 30% of their time manually triaging and routing tickets. Wrong routing causes delays, escalations, and frustrated customers. High-priority issues get buried among routine requests.
How n8n Solves This
n8n analyzes incoming tickets using keywords, AI classification, and customer data to determine priority and category. Tickets are automatically assigned to the best-matched agent based on skills, workload, and availability.
"As an n8n Verified Creator, I recommend starting with rule-based routing for clear-cut cases (billing keywords → billing team) and adding AI for ambiguous tickets.
n8n Verified Creator
Key Features
Integrations Used
Implementation Process
Our proven approach to delivering your automation
Discovery
Analyze current ticket categories and routing rules
Design
Define skill matrix for support team
Development
Train AI classifier on historical tickets
Testing
Connect ticketing system to n8n
Deployment
Set up routing logic and assignment rules
Support
Configure escalation and SLA alerts
Get Ticket Routing for Your Industry
Select your industry for a tailored solution
Calculate Your Ticket Routing ROI
Frequently Asked Questions
How accurate is AI ticket classification?
With proper training on your historical data, AI classification typically achieves 85-95% accuracy. Edge cases are flagged for manual review.
Can routing consider agent availability?
Yes, the workflow can check agent schedules, current ticket load, and even out-of-office status before making assignments.
What if a ticket needs to be escalated?
Escalation rules can be time-based (no response in X hours), priority-based, or triggered by customer sentiment detected via AI.
Does this work with our existing ticketing system?
n8n integrates with Zendesk, Intercom, Freshdesk, HelpScout, and many others. Custom integrations are also possible via API.
Ready to Implement Ticket Routing?
Let's discuss how this automation can transform your workflow.