Work - AI Ticket Routing & SLA Management System

AI Ticket Routing & SLA Management System

Jul 9, 2026

The project demonstrates an AI-powered customer support automation system that classifies incoming support requests, assigns priorities, routes tickets to the appropriate owner, and automatically monitors SLA compliance. The solution eliminates manual ticket triage and provides real-time notifications when service-level agreements are at risk.

AI-Agent

Lead Qualification

DEMO

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PROBLEM

Customer requests were previously processed manually, resulting in inconsistent prioritization, delayed responses, and missed SLA deadlines. High-priority tickets could remain unnoticed, while support specialists spent significant time categorizing requests instead of resolving them. There was also no automated escalation process for overdue tickets.

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SOLUTION

An AI-powered ticket management workflow was developed to automate the entire routing process.

The system:

classifies incoming emails using AI;
determines ticket category and business priority;
assigns the appropriate ticket owner;
calculates the required SLA deadline;
stores all ticket data in Google Sheets;
continuously monitors SLA status;
automatically escalates overdue tickets through multiple escalation levels.

The solution provides a standardized and scalable support process while reducing manual operations.

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PROCESS

1. Prompt Design

A custom system prompt was created to classify incoming customer emails according to predefined business rules. The AI determines:

ticket category;
business priority (P1–P4);
assigned owner;
SLA duration;
customer sentiment;
reasoning behind the classification;
short ticket summary.

The prompt includes role definition, business context, reasoning instructions, and a structured JSON response.

2. API Integration

The workflow integrates several external services:

Gmail API for receiving incoming emails;
OpenAI API for AI-based ticket classification;
Google Sheets API for ticket logging and SLA storage;
Telegram Bot API for notifications and escalations.

3. n8n Workflow

The automation consists of two connected workflows.

Workflow 1 — AI Ticket Routing

Receive a new email from Gmail.
Filter incoming messages.
Send the email content to OpenAI.
Parse the structured JSON response.
Calculate SLA deadline.
Save the ticket to Google Sheets.
Send a notification about the newly created ticket.

Workflow 2 — SLA Monitoring

Read all open tickets from Google Sheets.
Check whether the SLA deadline has expired.
Calculate SLA breach duration.
Determine escalation level (L0, L1, L2).
Route the ticket using a Switch node.
Send reminder or escalation notifications.
Update escalation status to prevent duplicate alerts.

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RESULTS

90% reduction in manual ticket categorization effort.
Instant AI classification of incoming support requests (typically within 5–10 seconds).
100% automated SLA monitoring without manual supervision.
Automatic routing of tickets into 4 priority levels.
Automatic assignment across 5 support categories.
Three-level escalation system preventing overdue tickets from being ignored.
Centralized logging of all ticket information for reporting and analytics.