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Automate IT Support: Convert Emails to Jira Tickets with AI Resolution

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Created by: Trung Tran || trungtran

Trung Tran

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Last update 2 months ago

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SmartSupport Flow: Auto-Handle IT Requests from Email to JIRA with Slack notification

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Who’s it for

This workflow is built for lean IT teams, office managers, and business operators who receive support requests via email and want to automate ticket creation, smart AI resolution advice, and seamless communication with both users and internal teams, all without lifting a finger.
If your team is tired of manually triaging inbox requests, this AI-powered flow will transform your support handling process.

How it works / What it does

  1. Trigger on New Email: Uses Gmail Trigger to detect new support request emails.
  2. Fetch Email Content: Retrieves the full message body and metadata.
  3. Check for Duplication: Skips processing if the email has already been handled (based on READ/UNREAD label).
  4. Mark as Read: Updates Gmail to mark the email as processed.
  5. Extract Structured Request: Uses the Support Request Reader Agent powered by OpenAI to extract:
    • Request title
    • Request description
    • Requested by
    • Department
    • Category and priority
  6. Create Jira Ticket: A main issue is created in Jira using the structured request.
  7. Generate AI-Based Solution: Invokes the IT Support Advisor Agent to propose resolution(s).
  8. Post Comment to Jira: Adds the suggested solution(s) to the issue as a comment.
  9. Notify IT Team: Sends the ticket and context to a Slack channel for visibility and action.
  10. (Optional) Send Email to Requester: Currently deactivated. Can be enabled to acknowledge receipt.

How to set up

  1. Gmail Integration
    • Connect Gmail in the “Gmail Trigger” and “Get Email Content” nodes.
  2. OpenAI Configuration
    • Use OpenAI API credentials in both the Reader and Advisor agent models.
  3. Jira Integration
    • Authenticate your Jira account.
    • Set project key and issue fields in the “Create Main Issue” node.
  4. Slack Notification
    • Configure Slack connection and select a target channel.
  5. Set up Jira, Slack, Email
    • Set your company Jira based URL, IT Support slack channel and IT Support email in the Edit Fields (Set) node
  6. (Optional) Email Acknowledgment
    • Provide SendGrid credentials and email template in the “Send email to requester” node if re-enabled.

Requirements

  • Gmail API access with appropriate permissions
  • OpenAI account with API access (for GPT-4 or GPT-3.5)
  • Jira instance with project and permission to create/comment on issues
  • Slack workspace and Webhook or OAuth setup
  • n8n instance running with all above integrations configured

How to customize the workflow

  • Enhance Email Deduplication: Adjust the deduplication logic to use message-id, threadId, or custom headers.
  • Expand Reader Agent: Configure the LLM to extract more details such as asset tags, urgency levels, or locations.
  • Tailor Advisor Agent: Adjust prompt to generate multiple solutions, troubleshooting guides, or internal references.
  • Routing by Department: Add logic to forward requests to different teams based on the request category or department.
  • Enable Email Acknowledgment: Activate and customize the email notification step to inform requesters that their issue is being handled.