AI Ticket Analysis Workflow

AI-driven workflow for automated ticket classification and cross-platform routing using n8n and Claude AI

The N8N Zendesk AI Ticket Analysis Workflow is an intelligent automation system that enhances the efficiency of customer support operations. Built with n8n and Claude AI, it processes incoming Zendesk tickets, interprets their content, and performs automated actions based on urgency and sentiment.

The workflow integrates Zendesk, Google Sheets, Jira, and Slack into a connected pipeline that reduces manual triage time and ensures timely responses to critical issues. Each new ticket is captured through a webhook, analyzed for tone and priority, and routed accordingly. Urgent tickets automatically trigger Jira issue creation and Slack notifications, while standard tickets are logged in Google Sheets and updated in Zendesk.

This project demonstrates practical implementation of AI-based decision logic, secure API integration, and workflow automation design. It provides a scalable, data-driven foundation for intelligent support systems and cross-platform orchestration.

Workflow Overview

The core workflow follows a streamlined process: 

Webhook → Normalize Data → AI Analysis → Parse Results → Decision Logic
                                     ↓
          Google Sheets Logging ← Emergency Check → Jira Issue + Slack Alert
                                         ↓
                                    Standard Update
N8N Zendesk Workflow Diagram

Key Features

  • Automated classification of Zendesk tickets by sentiment, topic, and urgency
  • Real-time emergency detection and escalation via Jira and Slack
  • Integrated ticket logging in Google Sheets for analysis and tracking
  • Secure credential management and encrypted data handling within n8n
  • Scalable design for high-volume ticket processing with minimal latency

Technical Focus

  • AI prompt engineering for structured and consistent output
  • Event-driven automation using webhook triggers
  • Cross-platform API communication (Zendesk, Jira, Slack, Google Sheets)
  • Error monitoring and workflow recovery logic

Documentation

Full technical documentation is available here: Alona_n8n_workflow_documentation.pdf