Automate Support Ticket Classification & Routing from HubSpot to Jira with GPT

This n8n workflow automates the process of classifying and routing support tickets created in HubSpot to the appropriate Jira project using the power of AI (GPT). It helps streamline your support operations by intelligently analyzing ticket details and directing them to the correct team for resolution.

What it does

This workflow is designed to be a sub-workflow, meaning it's intended to be called by another n8n workflow. When triggered, it performs the following key steps:

1. Receives Trigger Data: It waits to be executed by another workflow, expecting input related to a support ticket.
2. AI-Powered Text Classification: It uses an AI Text Classifier (likely powered by a Large Language Model like GPT) to analyze the incoming ticket data and determine its category or type.
3. Conditional Routing: Based on the classification result, it uses a Switch node to route the ticket down different paths.
4. Jira Ticket Creation: For each classified category, it creates a new issue in the corresponding Jira Software project.
5. HubSpot Update (Optional/Placeholder): Includes a HubSpot node, which could be used to update the original HubSpot ticket with the Jira issue link or status.
6. Summarization (Optional/Placeholder): Features a Summarization Chain, suggesting the capability to summarize ticket details, potentially before creating the Jira issue or for internal notes.
7. AI Agent (Optional/Placeholder): Incorporates an AI Agent, indicating potential for more complex, multi-step AI reasoning or interaction within the workflow.
8. Structured Output Parsing (Optional/Placeholder): Includes a Structured Output Parser, which can be used to extract specific data fields from unstructured text, likely from the AI classification or summarization steps.
9. Call n8n Workflow Tool (Optional/Placeholder): Contains a "Call n8n Workflow Tool" node, which could allow the AI Agent to trigger other n8n workflows as part of its reasoning process.

Prerequisites/Requirements

To use this workflow, you will need:

• n8n Instance: A running instance of n8n.
• HubSpot Account: With appropriate API access configured.
• Jira Software Account: With appropriate API access configured.
• OpenAI API Key (or compatible LLM): For the AI Agent, Text Classifier, and OpenAI Chat Model nodes. This will require credentials for your chosen Large Language Model provider.
• Configured Credentials: You'll need to set up credentials within n8n for HubSpot, Jira Software, and your AI provider (e.g., OpenAI).

Setup/Usage

1. Import the workflow: Download the JSON provided and import it into your n8n instance.
2. Configure Credentials:
   • Set up your HubSpot API credentials.
   • Set up your Jira Software API credentials.
   • Set up your OpenAI (or other LLM) API credentials for the AI-related nodes.
3. Customize AI Nodes:
   • Text Classifier: Configure the Text Classifier node with the categories you want to classify your support tickets into (e.g., "Bug", "Feature Request", "Technical Support", "Billing Inquiry").
   • OpenAI Chat Model: Ensure this node is correctly configured with your OpenAI credentials and desired model.
   • Structured Output Parser: If used, define the schema for the structured output you expect from the AI.
4. Configure Switch Node: Adjust the Switch node to match the output categories from your Text Classifier and define the routing logic to different Jira projects or issue types.
5. Configure Jira Software Nodes: For each branch of the Switch node, configure the Jira Software node to create issues in the correct project with appropriate issue types and fields, mapping data from the incoming HubSpot ticket.
6. Integrate with a Parent Workflow: This workflow is designed to be triggered by another workflow using the Execute Workflow Trigger node. You will need a parent workflow (e.g., a HubSpot Webhook trigger) that captures new HubSpot tickets and passes their data to this sub-workflow.
7. Activate the workflow: Once configured, activate the workflow to start automating your ticket classification and routing.