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35 lines
1 KiB
Markdown
35 lines
1 KiB
Markdown
# Recipe: Customer Support Escalation
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## Goal
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Create an n8n workflow that watches a support inbox or helpdesk webhook, detects priority signals, enriches the ticket context, and escalates high-risk items to Slack with a clear summary.
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## Why it demos well
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- obvious business value
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- clear trigger and escalation outcome
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- easy to explain in less than two minutes
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- one branch can demonstrate prioritization logic
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## Suggested steps
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1. Trigger from webhook or helpdesk event
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2. Normalize ticket payload
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3. Score urgency using rules or an LLM step
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4. Route high-priority items to Slack
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5. Log normal-priority items to a sheet or database
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6. Add error notifications
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## Critical questions
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- What tool sends the ticket event?
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- What counts as urgent?
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- Who should receive escalations?
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- Should every item be logged, or only urgent ones?
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## Safe defaults
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- urgency based on keywords, SLA breach flag, and VIP marker
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- Slack notification for high priority only
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- spreadsheet log for all processed tickets
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- retry once before failure alert
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