How accurate is the categorization?

It's simple keyword matching, intentionally lightweight — expand the regex patterns for better coverage, or swap in an AI classification step for more nuance.

Can this auto-reply to the requester?

Yes — add a Gmail node confirming their ticket number and category.

IT OpsStructurally Validated

IT Ticket Triage Router

Every new support ticket is automatically keyword-categorized (Access, Network, Hardware, Software), flagged for urgency, logged, and routed to the right Slack channel — no manual triage queue.

Automation flow

Step 1

New Ticket Webhook

Captures the ticket submission.

Step 2

Categorize Ticket

Keyword-matches category and urgency.

Step 3

Log Ticket

Logs with Status = Open.

Step 4

Route to Queue

Slack alert, flagged 🚨 for high urgency.

How it works

1A ticket is submitted with a subject and description.
2Keyword matching categorizes it (Access/Network/Hardware/Software/General) and flags urgency based on words like "urgent" or "outage".
3It's logged with Status = Open.
4A Switch node routes it to the matching queue's Slack channel, prefixed 🚨 for high-urgency tickets regardless of category.

Services used

Webhook / helpdesk toolGoogle SheetsSlack

What you'll need

An n8n Cloud or self-hosted account
A Google account (Sheets)
A Slack workspace

What's included

Automatic categorization and urgency flagging
No-code setup in 15 minutes
Full ticket log for reporting
Easy to route by category to different channels

Estimate what this could save you

Times per week

Minutes each time

Your hourly value ($)

3.6 hours/month

≈ $108/month in your time

A rough estimate based on what you enter above — not a guarantee. Actual time saved depends on your process.

Make it yours

Add an AI classification step for more nuanced categorization than keyword matching.
Auto-reply to the requester confirming their ticket number and category.
Add a 6th branch for a dedicated urgent/on-call channel that fires whenever urgency === 'High', independent of category.

Works well with this automation

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One webhook call updates your status sheet, alerts your team, and emails every subscriber.

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Save with the complete system: IT & Monitoring Bundle

Instead of buying separately: $117 — System: $49

View system

Questions about this template

$19one-time

Secure checkout via Polar. Delivered by email instantly.

Structurally validated: automatically checked for valid n8n format before every deploy.

Bad file or a duplicate charge? We'll make it right — Refund Policy.

Difficulty: Medium
Setup time: ~20 min
Integrations: 3
Node count: 11
Format: .json + guide