Route support tickets with SLA tracking, Slack alerts, and Gmail confirmations

Receive support tickets via webhook, categorize by priority, track SLA deadlines, notify your team on Slack, and send confirmation emails to customers.

WHAT IT DOES:

Receives support tickets from email, forms, or external systems via webhook Normalizes data from multiple input formats automatically Validates required fields before processing Categorizes tickets by keywords into types (technical, billing, question, general) Assigns priority automatically with override for urgent keywords Detects duplicate tickets from the same customer within 24 hours Calculates SLA deadline based on priority level Stores ticket via REST API and returns ticket ID Routes by priority to Slack with formatted alerts Sends confirmation email to customer with ticket ID and SLA

INCLUDED FLOWS:

Valid ticket: Webhook receives data → Normalize → Validate → Categorize → Check duplicates → Assign SLA → Store via API → Route by priority → Slack alert to support → Confirmation email → Return ticket ID and SLA Invalid ticket: Validation fails (missing email or message) → Return 400 error response Duplicate ticket: Same customer and subject within 24 hours → Return existing ticket ID without creating new one Workflow error: Any node fails → Error trigger → Slack alert to errors channel

SLA DEADLINES:

Critical: 2 hours (keywords: urgent, asap, critical, down, outage) High: 8 hours (keywords: bug, error, broken, crash, billing, payment, refund) Medium: 24 hours (default for general tickets) Low: 48 hours (keywords: question, how to, feature, suggestion)

SETUP: