Automated Support Email Ticket Generation and Routing
This workflow is designed to automate the processing of support request emails, regularly monitoring a shared mailbox to ensure efficient filtering and deduplication. By converting email content into Markdown format and utilizing AI for intelligent analysis, it automatically adds tags to tickets, assesses priority, and generates summaries, ultimately creating corresponding tickets in JIRA. This process significantly enhances the efficiency of ticket distribution and management while reducing the pressure of manual handling, making it suitable for various customer service and IT teams.
Workflow Name
Automated Support Email Ticket Generation and Routing
Key Features and Highlights
This workflow periodically monitors support request emails in a shared Outlook mailbox, automatically removes duplicates, and converts email content into Markdown format. Leveraging the OpenAI GPT-4 model, it intelligently analyzes the email content to achieve automatic ticket classification, tag assignment, priority assessment, and summary rewriting. Finally, it automatically creates corresponding tickets in JIRA. With AI assistance, it enables efficient and accurate ticket routing and management, significantly reducing manual processing workload.
Core Problems Addressed
Traditional support email ticket handling is cumbersome, with manual classification and priority determination being time-consuming and error-prone—especially under high ticket volumes and limited staffing—making timely customer response difficult. This workflow solves ticket processing bottlenecks through automation and AI-driven intelligent analysis, improving response efficiency and accuracy.
Application Scenarios
- Automated processing of large volumes of support request emails by customer service teams
- Rapid ticket generation and routing for IT operations teams
- Automated ticket creation for product feedback and complaint management
- Any organization relying on shared mailboxes to collect support requests
Main Process Steps
- Scheduled Trigger: Executes automatically every hour to retrieve support emails received within the last hour from Outlook.
- Email Deduplication: Filters out duplicate emails to ensure each email is processed only once.
- Content Conversion: Converts the email HTML body into Markdown format for easier parsing.
- AI Intelligent Analysis: Calls the OpenAI GPT-4 model to automatically assign tags, assess priority, and generate concise and accurate titles and descriptions for tickets.
- Ticket Creation: Automatically creates corresponding tickets in the designated JIRA project based on AI-generated information.
Involved Systems or Services
- Microsoft Outlook: Monitors the shared support request mailbox
- OpenAI GPT-4: Provides intelligent text understanding and ticket generation assistance
- JIRA: Manages and tracks tickets
Target Users and Value
- Customer Service Managers and Support Teams: Reduce repetitive tasks and improve ticket handling efficiency
- IT and Operations Teams: Enable rapid response and issue resolution, enhancing service quality
- Product Managers and Operations Personnel: Obtain timely user feedback and complaint information
- Any Enterprises or Teams Needing Automated Support Request Processing: Achieve intelligent ticket distribution and management with AI assistance, saving labor costs and boosting customer satisfaction.