vibeflow-n8n/recipes/customer-support-escalation.md

Recipe: Customer Support Escalation

Goal

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.

Why it demos well

• obvious business value
• clear trigger and escalation outcome
• easy to explain in less than two minutes
• one branch can demonstrate prioritization logic

Suggested steps

1. Trigger from webhook or helpdesk event
2. Normalize ticket payload
3. Score urgency using rules or an LLM step
4. Route high-priority items to Slack
5. Log normal-priority items to a sheet or database
6. Add error notifications

Critical questions

• What tool sends the ticket event?
• What counts as urgent?
• Who should receive escalations?
• Should every item be logged, or only urgent ones?

Safe defaults

• urgency based on keywords, SLA breach flag, and VIP marker
• Slack notification for high priority only
• spreadsheet log for all processed tickets
• retry once before failure alert