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Darmowy szablon automatyzacji

Zautomatyzuj sortowanie i rozwiązywanie zgłoszeń pomocy technicznej za pomocą JIRA i AI

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Automatyzacja obsługi zgłoszeń wsparcia w JIRA

Ten szablon n8n automatyzuje proces klasyfikacji nowo otwartych zgłoszeń wsparcia oraz rozwiązywania problemów poprzez integrację z JIRA. Dzięki wykorzystaniu sztucznej inteligencji, znacząco usprawnia pracę działów wsparcia technicznego.

Jak to działa

  • Harmonogram wyzwalacza okresowo sprawdza nowe zgłoszenia w kolejce JIRA, ignorując już przetworzone
  • Agent AI analizuje otwarte zgłoszenie, dodając etykiety i priorytety w oparciu o powagę problemu
  • System upraszcza opis zgłoszenia dla lepszej czytelności przez personel wsparcia
  • Agent próbuje rozwiązać problem, wyszukując podobne, już zamknięte zgłoszenia (według tagów)
  • Komentarze z podobnych zgłoszeń są analizowane i podsumowywane, aby zidentyfikować faktyczne rozwiązania
  • Podsumowania służą jako kontekst dla agenta AI do zasugerowania rozwiązania dla bieżącego zgłoszenia

Wymagania

  • System JIRA do zarządzania zgłoszeniami i portalu wsparcia
  • Integracja z OpenAI dla modeli językowych (LLM)

Jak używać

  • Podłącz swoją instancję JIRA do workflow i aktywuj monitorowanie nowych zgłoszeń
  • Dostosuj częstotliwość sprawdzania w zależności od potrzeb (zmieniając interwały)
  • Zdefiniuj etykiety do użycia w promptach systemowych agenta
  • Ogranicz workflow do wybranych projektów lub typów zgłoszeń zgodnie z potrzebami organizacji

Dostosowywanie workflow

  • Nie używasz JIRA? Zamień węzły na integrację z Linear lub innym systemem zarządzania zgłoszeniami
  • Wypróbuj inne podejście do rozwiązywania problemów, np. metodę RAG z wykorzystaniem bazy wiedzy
  • Dostosuj prompty AI dla lepszej jakości klasyfikacji i sugerowanych rozwiązań

Przykłady zastosowań

Automatyzacja obsługi zgłoszeń wsparcia znajduje zastosowanie w wielu scenariuszach, szczególnie w organizacjach o wysokim wolumenie zapytań. Oto kluczowe przypadki użycia:

  • Automatyczna klasyfikacja zgłoszeń w dużych działach wsparcia technicznego
  • Priorytetyzacja krytycznych problemów wymagających natychmiastowej interwencji
  • Wstępna analiza i uproszczenie złożonych opisów problemów
  • Automatyczne sugerowanie rozwiązań na podstawie historycznych podobnych przypadków
  • Redukcja czasu pierwszej odpowiedzi poprzez wstępne przetworzenie zgłoszenia
  • Standaryzacja procesów wsparcia poprzez spójne tagowanie i klasyfikację
  • Integracja z bazą wiedzy dla automatycznego rozwiązywania często występujących problemów

   Skopiuj kod szablonu   
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Get Open Ticketsn[Read more about the Scheduled Trigger node](https://docs.n8n.io/integrations/builtin/core-nodes/n8n-nodes-base.scheduletrigger)nnWe can use a scheduled trigger to aggressively check for newly open tickets in our JIRA support queue. The "remove duplicates" node (ie. Mark as Seen) is used so that we don't process any issues more than once."},"typeVersion":1},{"id":"d201a66e-b64b-4b55-b785-9ab2d78f5362","name":"Mark as Seen","type":"n8n-nodes-base.removeDuplicates","position":[-1140,-400],"parameters":{"options":{},"operation":"removeItemsSeenInPreviousExecutions","dedupeValue":"={{ $json.key }}"},"typeVersion":2},{"id":"72446f8f-07f8-4d06-afe7-ea7ca905183b","name":"Sticky Note1","type":"n8n-nodes-base.stickyNote","position":[-900,-600],"parameters":{"color":7,"width":860,"height":540,"content":"## 2. Automate Triaging of Ticketn[Read more about the Basic LLM node](https://docs.n8n.io/integrations/builtin/cluster-nodes/root-nodes/n8n-nodes-langchain.chainllm)nnNew tickets always need to be properly labelled and prioritised but it's not always possible to get to update all incoming tickets if you're light on hands. Using an AI is a great use-case for triaging of tickets as its contextual understanding helps automates this step."},"typeVersion":1},{"id":"8b17aa91-afcb-4106-9987-c380fcb414b6","name":"Sticky Note2","type":"n8n-nodes-base.stickyNote","position":[0,-600],"parameters":{"color":7,"width":760,"height":600,"content":"## 3. Attempt to Resolve Ticket Using Previously Resolved Issuesn[Learn more about the JIRA node](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.jira)nnThere are a number of approaches to also automate issue resolution. Here, we can search for similar tickets in the "Done" or resolved state and using the accepted answers of those tickets, provide context for an AI agent to suggest some ideas back to the user - best case, the fix is found and worst case, the user can add more debugging information through failed attempts."},"typeVersion":1},{"id":"ea4b420e-7e93-46e6-a94c-96ff96ce38f0","name":"Sticky Note3","type":"n8n-nodes-base.stickyNote","position":[800,-800],"parameters":{"color":7,"width":860,"height":520,"content":"## 4. Suggest a Resolution via Commentn[Learn more about the JIRA node](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.jira)nnFinally, we provide the context of past resolved tickets for the agent to suggest a few resolution ideas back to the user. Be sure to format the answer to match your company tone of voice as without, AI may sound quite technical and robotic!"},"typeVersion":1},{"id":"de26a64a-73dc-4952-946b-c45af9d712ce","name":"Sticky Note4","type":"n8n-nodes-base.stickyNote","position":[-2100,-1040],"parameters":{"width":440,"height":1100,"content":"## Try It Out!n### This n8n template automates triaging of newly opened support tickets and issue resolution via JIRA.nnIf your organisation deals with a large number of support requests daily, automating triaging is a great use-case for introducing AI to your support teams. Extending the idea, we can also get AI to give a first attempt at resolving the issue intelligently.nn### How it worksn* A scheduled trigger picks up newly opened JIRA support tickets from the queue and discards any seen before.n* An AI agent analyses the open ticket to add labels, priority on the seriousness of the issue and simplifies the description for better readability and understanding for human support.n* Next, the agent attempts to address and resolve the issue by finding similar issues (by tags) which have been resolved.n* Each similar issue has its comments analysed and summarised to identify the actual resolution and facts.n* These summarises are then used as context for the AI agent to suggest a fix to the open ticket.nn### How to usen* Simply connect your JIRA instance to the workflow and activate to start watching for open tickets. Depending on frequency, you may need to increase for decrease the intervals.n* Define labels to use in the agent's system prompt.n* Restrict to certain projects or issue types to suit your organisation.nn### Requirementsn* JIRA for issue management and support portaln* OpenAI for LLMnn### Customising this workflown* Not using JIRA? Try swapping out the nodes for Linear or your issue management system of choice.n* Try a different approach for issue resolution. You might want to try RAG approach where a knowledge base is used.nn### Need Help?nJoin the [Discord](https://discord.com/invite/XPKeKXeB7d) or ask in the [Forum](https://community.n8n.io/)!nnHappy Hacking!"},"typeVersion":1}],"pinData":{},"connections":{"Aggregate":{"main":[[{"node":"Summarise Resolution","type":"main","index":0}]]},"Issue Ref":{"main":[[{"node":"Simplify Issue","type":"main","index":0}]]},"Aggregate1":{"main":[[{"node":"Attempt to Resolve Issue","type":"main","index":0}]]},"Get Comments":{"main":[[{"node":"Simplify Comments","type":"main","index":0}]]},"Mark as Seen":{"main":[[{"node":"Simplify Ticket","type":"main","index":0}]]},"Return Fields":{"main":[[{"node":"Loop Over Items","type":"main","index":0}]]},"Simplify Issue":{"main":[[{"node":"Get Comments","type":"main","index":0}]]},"Loop Over Items":{"main":[[{"node":"Aggregate1","type":"main","index":0}],[{"node":"Issue Ref","type":"main","index":0}]]},"Simplify Ticket":{"main":[[{"node":"Label, Prioritize & Rewrite","type":"main","index":0}]]},"Get Open Tickets":{"main":[[{"node":"Mark as Seen","type":"main","index":0}]]},"Schedule Trigger":{"main":[[{"node":"Get Open Tickets","type":"main","index":0}]]},"OpenAI Chat Model":{"ai_languageModel":[[{"node":"Label, Prioritize & Rewrite","type":"ai_languageModel","index":0}]]},"Simplify Comments":{"main":[[{"node":"Aggregate","type":"main","index":0}]]},"OpenAI Chat Model1":{"ai_languageModel":[[{"node":"Summarise Resolution","type":"ai_languageModel","index":0}]]},"OpenAI Chat Model2":{"ai_languageModel":[[{"node":"Attempt to Resolve Issue","type":"ai_languageModel","index":0}]]},"Summarise Resolution":{"main":[[{"node":"Return Fields","type":"main","index":0}]]},"Attempt to Resolve Issue":{"main":[[{"node":"Add Comment to Issue","type":"main","index":0}]]},"Structured Output Parser":{"ai_outputParser":[[{"node":"Label, Prioritize & Rewrite","type":"ai_outputParser","index":0}]]},"Label, Prioritize & Rewrite":{"main":[[{"node":"Update Labels, Priority and Description","type":"main","index":0}]]},"Get Recent Similar Issues Resolved":{"main":[[{"node":"Loop Over Items","type":"main","index":0}]]},"Update Labels, Priority and Description":{"main":[[{"node":"Get Recent Similar Issues Resolved","type":"main","index":0}]]}}}
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