Triage support tickets by GPT-4o sentiment and route them to Slack

Analyze customer support ticket sentiment and route to Slack channels

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Who is this for

Customer support teams, customer experience managers, and operations teams that need to triage incoming support tickets in real time without manual classification. Ideal for SaaS companies, e-commerce businesses, and service providers handling high ticket volumes.

What this workflow does

This workflow automatically triages incoming customer support tickets by sentiment using OpenAI GPT-4o. A ticket arrives via webhook, is normalized, analyzed for anger intensity (scored 0-10), and routed to the correct Slack channel in real time. High-anger tickets are escalated immediately, mid-range tickets go to standard support, and low-anger tickets or feedback are logged separately.

How to set up

1. Add your OpenAI API credential to the AI sentiment analysis node 2. Add your Slack OAuth2 credential to all three Slack nodes 3. Update Slack channel names (escalation / support / feedback) to match your workspace 4. Activate the workflow and copy the webhook URL for your support form integration 5. Send a test request to verify end-to-end execution