サポートチケットの徴火速報と解決自動化
上級
これはSupport, AI分野の自動化ワークフローで、27個のノードを含みます。主にSet, Jira, Aggregate, SplitInBatches, ScheduleTriggerなどのノードを使用、AI技術を活用したスマート自動化を実現。 JIRAとAIを使用したサポートチケットトリアージ＆解決の自動化
前提条件
- •OpenAI API Key
使用ノード (27)
ワークフロープレビュー
ノード接続関係を可視化、ズームとパンをサポート
ワークフローをエクスポート
以下のJSON設定をn8nにインポートして、このワークフローを使用できます
{
"meta": {
"instanceId": "408f9fb9940c3cb18ffdef0e0150fe342d6e655c3a9fac21f0f644e8bedabcd9",
"templateCredsSetupCompleted": true
},
"nodes": [
{
"id": "423f3d03-ffe8-419c-8842-95fcda213eb3",
"name": "スケジュールトリガー",
"type": "n8n-nodes-base.scheduleTrigger",
"position": [
-1540,
-400
],
"parameters": {
"rule": {
"interval": [
{
"field": "minutes"
}
]
}
},
"typeVersion": 1.2
},
{
"id": "34ed006b-ecef-4bae-8493-ae43d4927dc3",
"name": "オープンチケットの取得",
"type": "n8n-nodes-base.jira",
"position": [
-1340,
-400
],
"parameters": {
"limit": 10,
"options": {
"jql": "Project = 'SUPPORT' AND status = 'To Do'",
"fields": "*navigable"
},
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "4c7d6b23-23d5-410e-92f0-5c9244eb190f",
"name": "チケットの簡素化",
"type": "n8n-nodes-base.set",
"position": [
-800,
-400
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "267918d5-5193-48c8-8e3a-6542c8edf77c",
"name": "projectKey",
"type": "string",
"value": "={{ $json.fields.project.key }}"
},
{
"id": "8c44b6b1-a5e7-4312-b96c-727b24a82ac2",
"name": "issueKey",
"type": "string",
"value": "={{ $json.key }}"
},
{
"id": "3451a39f-1907-4406-beb9-fd4feebbf4c2",
"name": "issueType",
"type": "string",
"value": "={{ $json.fields.issuetype.name }}"
},
{
"id": "99f33276-50ad-424a-b307-2ed69094bc43",
"name": "createdAt",
"type": "string",
"value": "={{ $json.fields.created }}"
},
{
"id": "5463ff2e-4d42-4602-8278-555f369a37e5",
"name": "status",
"type": "string",
"value": "={{ $json.fields.status.name }}"
},
{
"id": "1df0588e-7916-4c4d-95f1-7c6d58ba094f",
"name": "summary",
"type": "string",
"value": "={{ $json.fields.summary }}"
},
{
"id": "ecf69a9b-18c9-4b04-9d6e-b77391728f33",
"name": "description",
"type": "string",
"value": "={{ $json.fields.description }}"
},
{
"id": "8f7b0876-4d6f-42b3-bc12-34396ce824ed",
"name": "reportedBy",
"type": "string",
"value": "={{ $json.fields.creator.displayName }}"
},
{
"id": "74504426-6ecd-4b32-866f-0e336c669650",
"name": "reportedByEmailAddress",
"type": "string",
"value": "={{ $json.fields.creator.emailAddress }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "24714621-4e64-415f-b388-6e029997942d",
"name": "OpenAIチャットモデル",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
-620,
-220
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "8724cd2d-7f4f-4f8d-beef-23d0360f2487",
"name": "構造化出力パーサー",
"type": "@n8n/n8n-nodes-langchain.outputParserStructured",
"position": [
-420,
-220
],
"parameters": {
"schemaType": "manual",
"inputSchema": "{\n \"type\": \"object\",\n \"properties\": {\n \"labels\": {\n \"type\": \"array\",\n \"items\": { \"type\": \"string\" }\n },\n \"priority\": { \"type\": \"number\" },\n \"summary\": { \"type\": \"string\" },\n \"description\": { \"type\": \"string\" }\n }\n}"
},
"typeVersion": 1.2
},
{
"id": "26a7d493-73e4-4ce3-aff1-0357ba5a1df2",
"name": "ラベル付け、優先順位付け、書き換え",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
-600,
-400
],
"parameters": {
"text": "=Reported by {{ $json.reportedBy }} <{{ $json.reportedByEmailAddress }}>\nReported at: {{ $json.createdAt }}\nIssue Key: {{ $json.issueKey }}\nSummary: {{ $json.summary }}\nDescription: {{ $json.description }}",
"messages": {
"messageValues": [
{
"message": "=Your are JIRA triage assistant who's task is to\n1) classify and label the given issue.\n2) Prioritise the given issue.\n3) Rewrite the issue summary and description.\n\n## Labels\nUse one or more. Use words wrapped in \"[]\" (square brackets):\n* Technical\n* Account\n* Access\n* Billing\n* Product\n* Training\n* Feedback\n* Complaints\n* Security\n* Privacy\n\n## Priority\n* 1 - highest\n* 2 - high\n* 3 - medium\n* 4 - low\n* 5 - lowest\n\n## Rewriting Summary and Description\n* Remove emotional and anedotal phrases or information\n* Keep to the facts of the matter\n* Highlight what was attempted and is/was failing"
}
]
},
"promptType": "define",
"hasOutputParser": true
},
"typeVersion": 1.6
},
{
"id": "909d4901-2c77-44aa-8a21-97a604351b22",
"name": "ラベル、優先度、説明の更新",
"type": "n8n-nodes-base.jira",
"position": [
-240,
-400
],
"parameters": {
"issueKey": "={{ $('Simplify Ticket').item.json.issueKey }}",
"operation": "update",
"updateFields": {
"labels": "={{ $json.output.labels }}",
"priority": {
"__rl": true,
"mode": "id",
"value": "={{ $json.output.priority.toString() }}"
},
"description": "={{ $json.output.description }}\n\n---\nOriginal Message:\n{{ $('Simplify Ticket').item.json.description }}"
}
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "2365cb60-ec67-4d1e-9b8d-1749cf925800",
"name": "最近解決された類似課題の取得",
"type": "n8n-nodes-base.jira",
"position": [
120,
-360
],
"parameters": {
"limit": 5,
"options": {
"jql": "=key != {{ $('Simplify Ticket').item.json.issueKey }}\nAND status in (\"Resolved\", \"Closed\", \"Done\")\nAND resolutiondate >= startOfMonth(-1)\nAND labels in ({{\n $('Label, Prioritize & Rewrite').item.json.output.labels\n .map(label => `\"${label}\"`)\n .join(',')\n}})"
},
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a6e8937c-c26c-4659-809a-33ab4b2e7da6",
"name": "アイテムのループ処理",
"type": "n8n-nodes-base.splitInBatches",
"position": [
340,
-360
],
"parameters": {
"options": {}
},
"typeVersion": 3
},
{
"id": "eec2ee2b-12ab-4cd3-9eb9-e300b5c27e81",
"name": "課題参照",
"type": "n8n-nodes-base.noOp",
"position": [
560,
-200
],
"parameters": {},
"typeVersion": 1
},
{
"id": "3f33f567-baa0-4ca8-8a05-05302b0807aa",
"name": "コメントの取得",
"type": "n8n-nodes-base.jira",
"position": [
1000,
-200
],
"parameters": {
"options": {
"orderBy": "-created"
},
"issueKey": "={{ $json.issueKey }}",
"resource": "issueComment",
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a631d8d7-8bcd-4a9b-a89b-5f3b7e7ba181",
"name": "コメントの簡素化",
"type": "n8n-nodes-base.set",
"position": [
1220,
-200
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "faba7ffd-4f3a-4394-9bed-01014ddc12c1",
"name": "author",
"type": "string",
"value": "={{ $json.author.displayName }}"
},
{
"id": "76ed191c-6c43-47e7-bbaf-104bdde26993",
"name": "comment",
"type": "string",
"value": "={{ $json.body.content.map(item => item.content[0].text).join('\\n') }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "a0047017-0dd4-49d1-bda7-4ed94b3b6400",
"name": "解決策の要約",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
1660,
-200
],
"parameters": {
"text": "=## Issue\n{{ $('Simplify Issue').item.json.issueKey }} {{ $('Simplify Issue').item.json.summary }}\n{{ $('Simplify Issue').item.json.description }}\n\n## Comments\n{{ $json.comments.map((item,idx) => `${idx+1}. ${item.comment.replaceAll('\\n', ' ')}`).join('\\n') }}",
"messages": {
"messageValues": [
{
"message": "Analyse the given issue and its comments. Your task is to summarise the resolution of this issue."
}
]
},
"promptType": "define"
},
"typeVersion": 1.6
},
{
"id": "6bb5d668-062e-417a-a874-9f10a334a19b",
"name": "課題の簡素化",
"type": "n8n-nodes-base.set",
"position": [
780,
-200
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "267918d5-5193-48c8-8e3a-6542c8edf77c",
"name": "projectKey",
"type": "string",
"value": "={{ $json.fields.project.key }}"
},
{
"id": "8c44b6b1-a5e7-4312-b96c-727b24a82ac2",
"name": "issueKey",
"type": "string",
"value": "={{ $json.key }}"
},
{
"id": "3451a39f-1907-4406-beb9-fd4feebbf4c2",
"name": "issueType",
"type": "string",
"value": "={{ $json.fields.issuetype.name }}"
},
{
"id": "99f33276-50ad-424a-b307-2ed69094bc43",
"name": "createdAt",
"type": "string",
"value": "={{ $json.fields.created }}"
},
{
"id": "5463ff2e-4d42-4602-8278-555f369a37e5",
"name": "status",
"type": "string",
"value": "={{ $json.fields.status.name }}"
},
{
"id": "1df0588e-7916-4c4d-95f1-7c6d58ba094f",
"name": "summary",
"type": "string",
"value": "={{ $json.fields.summary }}"
},
{
"id": "ecf69a9b-18c9-4b04-9d6e-b77391728f33",
"name": "description",
"type": "string",
"value": "={{ $json.fields.description }}"
},
{
"id": "8f7b0876-4d6f-42b3-bc12-34396ce824ed",
"name": "reportedBy",
"type": "string",
"value": "={{ $json.fields.creator.displayName }}"
},
{
"id": "74504426-6ecd-4b32-866f-0e336c669650",
"name": "reportedByEmailAddress",
"type": "string",
"value": "={{ $json.fields.creator.emailAddress }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "410c40a1-2f06-4c84-bbd7-1cb3dc5e93af",
"name": "集約",
"type": "n8n-nodes-base.aggregate",
"position": [
1440,
-200
],
"parameters": {
"options": {},
"aggregate": "aggregateAllItemData",
"destinationFieldName": "comments"
},
"typeVersion": 1
},
{
"id": "1cb3d1ac-1084-417f-a39a-1fbc04b10915",
"name": "OpenAIチャットモデル1",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
1760,
-40
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "0f8325eb-4d23-4a05-9f76-7ef111b8d2d6",
"name": "返却フィールド",
"type": "n8n-nodes-base.set",
"position": [
2020,
-80
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "ae761d50-f4b9-4baa-beec-ca1a91614d1c",
"name": "issueKey",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.issueKey }}"
},
{
"id": "963b12a4-cf60-4380-9f71-4b9885e9f9b5",
"name": "summary",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.summary }}"
},
{
"id": "62a6c941-ccd4-4d71-8685-e5a1144395ca",
"name": "description",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.description }}"
},
{
"id": "47d26f5c-d360-4ca3-b48a-d36ea1746a3b",
"name": "resolution",
"type": "string",
"value": "={{ $json.text }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "26a32cba-b0b1-4434-b915-6a879eb511e2",
"name": "課題解決の試行",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
1100,
-600
],
"parameters": {
"text": "=## Current Issue\nReported by: {{ $('Simplify Ticket').item.json.reportedBy }}\n{{ $('Simplify Ticket').item.json.issueKey }} {{ $('Simplify Ticket').item.json.summary }}\n{{ $('Simplify Ticket').item.json.description }}\n\n## Previously resolved Issues\n{{ $json.resolved_issues.toJsonString() }}",
"messages": {
"messageValues": [
{
"message": "=Using the previously resolved issues, attempt to suggest a resolution for the current issue for the reporter. Please address your answer to the reporter. Assume the report is non-technical and simplify your response as much as possible. Do not sign off your message."
}
]
},
"promptType": "define"
},
"typeVersion": 1.6
},
{
"id": "66929c27-6bc2-43a9-8419-554dbbb33849",
"name": "集約1",
"type": "n8n-nodes-base.aggregate",
"position": [
900,
-600
],
"parameters": {
"options": {},
"aggregate": "aggregateAllItemData",
"destinationFieldName": "resolved_issues"
},
"typeVersion": 1
},
{
"id": "bbf5bb39-a933-49f1-abb6-143b0bce7d08",
"name": "OpenAIチャットモデル2",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
1200,
-440
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "f7802fbc-96b0-4dcb-98c6-ef9051959728",
"name": "課題へのコメント追加",
"type": "n8n-nodes-base.jira",
"position": [
1460,
-600
],
"parameters": {
"comment": "={{ $json.text }}",
"options": {},
"issueKey": "={{ $('Simplify Ticket').item.json.issueKey }}",
"resource": "issueComment"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a294329c-8ff6-4b2f-aa38-e9661d797f7e",
"name": "付箋",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1620,
-600
],
"parameters": {
"color": 7,
"width": 680,
"height": 460,
"content": "## 1. Get Open Tickets\n[Read more about the Scheduled Trigger node](https://docs.n8n.io/integrations/builtin/core-nodes/n8n-nodes-base.scheduletrigger)\n\nWe 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": "既読としてマーク",
"type": "n8n-nodes-base.removeDuplicates",
"position": [
-1140,
-400
],
"parameters": {
"options": {},
"operation": "removeItemsSeenInPreviousExecutions",
"dedupeValue": "={{ $json.key }}"
},
"typeVersion": 2
},
{
"id": "72446f8f-07f8-4d06-afe7-ea7ca905183b",
"name": "付箋1",
"type": "n8n-nodes-base.stickyNote",
"position": [
-900,
-600
],
"parameters": {
"color": 7,
"width": 860,
"height": 540,
"content": "## 2. Automate Triaging of Ticket\n[Read more about the Basic LLM node](https://docs.n8n.io/integrations/builtin/cluster-nodes/root-nodes/n8n-nodes-langchain.chainllm)\n\nNew 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": "付箋2",
"type": "n8n-nodes-base.stickyNote",
"position": [
0,
-600
],
"parameters": {
"color": 7,
"width": 760,
"height": 600,
"content": "## 3. Attempt to Resolve Ticket Using Previously Resolved Issues\n[Learn more about the JIRA node](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.jira)\n\nThere 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": "付箋3",
"type": "n8n-nodes-base.stickyNote",
"position": [
800,
-800
],
"parameters": {
"color": 7,
"width": 860,
"height": 520,
"content": "## 4. Suggest a Resolution via Comment\n[Learn more about the JIRA node](https://docs.n8n.io/integrations/builtin/app-nodes/n8n-nodes-base.jira)\n\nFinally, 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": "付箋4",
"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.\n\nIf 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.\n\n### How it works\n* 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.\n\n### How to use\n* 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.\n\n### Requirements\n* JIRA for issue management and support portal\n* OpenAI for LLM\n\n### Customising this workflow\n* 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.\n\n### Need Help?\nJoin the [Discord](https://discord.com/invite/XPKeKXeB7d) or ask in the [Forum](https://community.n8n.io/)!\n\nHappy Hacking!"
},
"typeVersion": 1
}
],
"pinData": {},
"connections": {
"410c40a1-2f06-4c84-bbd7-1cb3dc5e93af": {
"main": [
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"node": "a0047017-0dd4-49d1-bda7-4ed94b3b6400",
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"eec2ee2b-12ab-4cd3-9eb9-e300b5c27e81": {
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}よくある質問
このワークフローの使い方は？
上記のJSON設定コードをコピーし、n8nインスタンスで新しいワークフローを作成して「JSONからインポート」を選択、設定を貼り付けて認証情報を必要に応じて変更してください。
このワークフローはどんな場面に適していますか？
上級 - サポート, 人工知能
有料ですか？
このワークフローは完全無料です。ただし、ワークフローで使用するサードパーティサービス（OpenAI APIなど）は別途料金が発生する場合があります。
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難易度
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ノードタイプ11
作成者
Jimleuk
@jimleukFreelance consultant based in the UK specialising in AI-powered automations. I work with select clients tackling their most challenging projects. For business enquiries, send me an email at hello@jimle.uk LinkedIn: https://www.linkedin.com/in/jimleuk/ X/Twitter: https://x.com/jimle_uk
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