n8n

Self-Host n8n Using Docker

Deploy n8n on a private server to ensure that data does not leave the internal infrastructure.

Run the docker-compose command to initialize the n8n container, configure environment variables for the database and internal domain.

Enable basic authentication (basic auth) or SSO from the start to prevent unauthorized access to the workflow.

Create Webhook to Receive Tickets from Helpdesk

Connect the existing helpdesk system so that each new ticket automatically triggers the workflow.

Add a Webhook node as a trigger, configure the helpdesk (e.g., Zendesk, Freshdesk) to send new ticket events to this webhook URL.

Test the webhook using a tool like Postman before actually connecting with the helpdesk to ensure the data format is correct.

Add AI Agent Node for Classification

Use an AI Agent node with a language model to read the ticket content and determine the category and priority level.

Add an AI Agent node, connect the API credentials of the model (e.g., OpenAI), write a system prompt describing the ticket categories needed for classification.

Provide several sample ticket examples with correct labels in the prompt to improve classification accuracy.

Add Routing Logic

Based on the classification results, route the ticket to the correct department or assign a priority label.

Add a Switch or IF node to branch based on the AI's returned category, call the helpdesk API to update the label or responsible person.

Add a default (fallback) branch for cases where the AI does not classify clearly, routing back to the queue for manual handling.

Test and Activate the Workflow

Run a trial with real sample tickets before officially launching.

Send 10-15 sample tickets with diverse content, check the classification and routing results, and then activate the workflow.

Monitor the execution logs in the first week to refine the AI Agent prompt if the misclassification rate remains high.