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Classify and route support tickets via webhooks using RapidAPI

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Created by: Faisal Akhtar || faisalakhtar12
Faisal Akhtar

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Last update 14 hours ago

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Quick overview

This workflow receives new support tickets via a webhook, sends the ticket text to the Support Ticket Triage & Classifier API on RapidAPI to extract structured triage fields, and routes high-priority tickets to an escalation path while sending everything else to a standard helpdesk update path.

How it works

  1. Receives a new support ticket as a JSON payload via a POST webhook.
  2. Normalizes the incoming payload to a single ticket text field regardless of the source field name.
  3. Sends the ticket text to the Support Ticket Triage & Classifier endpoint on RapidAPI to return priority, category, sentiment, SLA breach risk, suggested team, tags, and summaries.
  4. Checks whether the returned priority is high or critical.
  5. For high/critical tickets, builds an escalation alert message (including summary, suggested team, SLA risk, and urgency signals) for sending to Slack, PagerDuty, or Microsoft Teams.
  6. For all other tickets, builds a structured update object (priority, category, tags, team, summary) for updating a helpdesk tool such as Zendesk, Freshdesk, or Jira.

Setup

  1. Subscribe to the Support Ticket Triage & Classifier API on RapidAPI and create an n8n HTTP Header Auth credential with header X-RapidAPI-Key, then attach it to the HTTP request.
  2. Copy the webhook URL from n8n and configure your ticket source (web form, email parser, Zendesk/Freshdesk/Intercom/Front webhook) to POST the ticket text in a field like ticket, description, or comment.
  3. Replace the placeholder notification and helpdesk steps with real integrations (e.g., Slack/PagerDuty/Teams for escalation and Zendesk/Freshdesk/Jira for ticket updates) and add the required credentials for those services.

Requirements

  • An n8n instance (cloud or self-hosted).
    A RapidAPI account subscribed to the Support Ticket Triage & Classifier API (a free BASIC plan is available: 50 requests/month, 1 request/second).

Customization

  • Every field the API returns is available on $json after the HTTP Request node, so you can branch on category, sentiment, sla_breach_risk, or suggested_team instead of priority, or swap the IF node for a Switch node to support more than two routing paths.

Additional info

Full API reference (endpoint docs, response schema, error responses, and field mappings for Zendesk/Jira/Freshdesk/Salesforce) is on the RapidAPI listing: https://rapidapi.com/faisalakhtar12/api/support-ticket-triage