SmartSupport流程：从邮件到Jira自动处理IT请求，附带Slack通知
高级
这是一个Ticket Management、AI Summarization领域的自动化工作流，包含 25 个节点。主要使用 If、Set、Jira、Gmail、Slack 等节点。 通过AI解决方案和Slack提醒将邮件自动转换为Jira工单
前置要求
- •Google 账号和 Gmail API 凭证
- •Slack Bot Token 或 Webhook URL
- •OpenAI API Key
使用的节点 (25 个)
工作流预览
可视化展示节点连接关系，支持缩放和平移
导出工作流
复制以下 JSON 配置到 n8n 导入，即可使用此工作流
{
"id": "60MChp5jIxapZVCq",
"meta": {
"instanceId": "4a2e6764ba7a6bc9890d9225f4b21d570ce88fc9bd57549c89057fcee58fed0f",
"templateId": "5473",
"templateCredsSetupCompleted": true
},
"name": "SmartSupport 流程：从邮件到 Jira 自动处理 IT 请求，附带 Slack 通知",
"tags": [],
"nodes": [
{
"id": "4f22474a-0a1a-4902-b357-58aabd8c24c5",
"name": "检查新邮件",
"type": "n8n-nodes-base.gmailTrigger",
"position": [
256,
800
],
"parameters": {
"filters": {
"sender": "@your-company.com"
},
"pollTimes": {
"item": [
{
"mode": "everyX",
"unit": "minutes"
}
]
}
},
"credentials": {
"gmailOAuth2": {
"id": "vEeeGwETZNqxNjad",
"name": "Gmail account"
}
},
"typeVersion": 1.2
},
{
"id": "13e09e91-e64d-4eea-8dfe-d0fb3e21bc8c",
"name": "OpenAI 聊天模型",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
1024,
1184
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4.1-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "PPSwAKeLQYgAPobT",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "bd6a4f92-13a0-4973-9b06-24d8c11f5b77",
"name": "结构化输出解析器",
"type": "@n8n/n8n-nodes-langchain.outputParserStructured",
"position": [
1152,
1184
],
"parameters": {
"jsonSchemaExample": "[\n {\n \"request_id\": \"IT-REQ-20240701-001\",\n \"requested_by\": {\n \"name\": \"\",\n \"department\": \"\"\n },\n \"from\":\"\",\n \"category\": \"Feature\",\n \"priority\": \"High\",\n \"status\": \"Open\",\n \"title\": \"Purchase 2TB SSD compatible with MacBook\",\n \"description\": \"Request to purchase a 2TB or larger SSD compatible with MacBook for data backup and transfer purposes. The requester expects the SSD to be reliable and durable. Delivery is expected by 2024-07-05. Please proceed with sourcing a compatible model and ensure proper procurement process is followed. Original request came via IT support email.\",\n \"due_date\": \"2024-07-05\",\n \"created_at\": \"2024-07-01T10:30:00Z\",\n \"original_email_content\":\"\"\n }\n]"
},
"typeVersion": 1.3
},
{
"id": "248d563a-4124-4a4b-93e1-a5f452d31f1b",
"name": "检查请求者邮箱",
"type": "n8n-nodes-base.filter",
"position": [
2784,
1392
],
"parameters": {
"options": {},
"conditions": {
"options": {
"version": 2,
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"id": "b7ce59c7-e142-45f1-99fe-c03ca2cbda46",
"operator": {
"type": "string",
"operation": "notEmpty",
"singleValue": true
},
"leftValue": "={{ $('Support Request Reader Agent').item.json.output[0].from}}",
"rightValue": ""
}
]
}
},
"typeVersion": 2.2
},
{
"id": "7f8bb58e-222f-45c4-bb6e-60b4986d3abb",
"name": "向 IT 支持团队发送消息",
"type": "n8n-nodes-base.slack",
"position": [
2784,
1200
],
"webhookId": "c3f752c7-3664-4080-8a74-77416fee3fc1",
"parameters": {
"text": "=📩 *New IT Support Request Submitted*\n👤 *Requested by:* {{ $('Support Request Reader Agent').item.json.output[0].requested_by.name }} | ({{ $('Support Request Reader Agent').item.json.output[0].requested_by.department }})\n🎯 *Category:* {{ $('Support Request Reader Agent').item.json.output[0].category }}\n📊 *Priority:* {{ $('Support Request Reader Agent').item.json.output[0].priority }}\n📝 *Title:* {{ $('Support Request Reader Agent').item.json.output[0].title }}\n\n🧾 *Description:* \n{{ $('Support Request Reader Agent').item.json.output[0].description }}\n\n🔗 *Track in Jira:* {{ $json[\"Jira base URL\"] }}/browse/{{ $('Submit JIRA request ticket').item.json.key }}\n\n📣 Please take action or assign accordingly.",
"select": "channel",
"channelId": {
"__rl": true,
"mode": "name",
"value": "={{ $json['IT support slack channel'] }}"
},
"otherOptions": {},
"authentication": "oAuth2"
},
"credentials": {
"slackOAuth2Api": {
"id": "fDHHxMgQm69z0h5T",
"name": "Slack account"
}
},
"typeVersion": 2.3
},
{
"id": "f671d931-7df3-4d35-987a-acdd1d980633",
"name": "向请求者发送邮件",
"type": "n8n-nodes-base.sendGrid",
"disabled": true,
"position": [
3008,
1392
],
"parameters": {
"subject": "Your IT Support Request Has Been Logged",
"toEmail": "={{ $('Support Request Reader Agent').item.json.output[0].from }}",
"fromName": "IT Support",
"resource": "mail",
"fromEmail": "={{ $('Setup Jira, Slack, Email').item.json[\"IT support email\"] }}",
"contentType": "text/html",
"contentValue": "=Dear {{ $('Support Request Reader Agent').item.json.output[0].requested_by.name }}, \n\nThank you for reaching out to the IT Support team. We’ve received your request regarding: <b>{{ $('Support Request Reader Agent').item.json.output[0].title }}</b> \n📝 <b>Summary:</b> {{ $('Support Request Reader Agent').item.json.output[0].description }} \nYour request has been successfully logged in our system and is now being processed by the IT Support team. \n🔗 You can track the status of your request here: <a href=\"{{ $json[\"Jira base URL\"] }}/browse/{{ $('Submit JIRA request ticket').item.json.key }}\">{{ $('Submit JIRA request ticket').item.json.key }}</a> \nOur team will review it shortly and follow up with any updates or actions needed. \n\nBest regards, \nIT Support Team SmartIT",
"additionalFields": {}
},
"credentials": {
"sendGridApi": {
"id": "O1IzegT4JdKjrzrj",
"name": "SendGrid account"
}
},
"typeVersion": 1
},
{
"id": "80da05bf-11e1-4e94-bdc2-c720d2e0149f",
"name": "获取邮件内容",
"type": "n8n-nodes-base.gmail",
"position": [
480,
800
],
"webhookId": "6c809fc4-0532-4094-b32b-43951734fad1",
"parameters": {
"simple": false,
"options": {},
"messageId": "={{ $json.id }}",
"operation": "get"
},
"credentials": {
"gmailOAuth2": {
"id": "vEeeGwETZNqxNjad",
"name": "Gmail account"
}
},
"typeVersion": 2.1
},
{
"id": "6caba607-6ed0-41dc-a95f-004f1a90e0e5",
"name": "OpenAI 聊天模型1",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
2416,
896
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o",
"cachedResultName": "gpt-4o"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "PPSwAKeLQYgAPobT",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "ca2b1172-2e5a-438e-8a6c-5cafd2eeb844",
"name": "结构化输出解析器1",
"type": "@n8n/n8n-nodes-langchain.outputParserStructured",
"position": [
2544,
896
],
"parameters": {
"jsonSchemaExample": "{\n \"request_id\": \"req-001\",\n \"proposed_solutions\": [\n {\n \"solution_title\": \"Option 1: Use Samsung T7 Shield 2TB SSD for Backup\",\n \"description\": \"A rugged, high-speed portable SSD compatible with MacBook via USB-C, suitable for backing up large volumes of data.\",\n \"action_type\": \"Procurement\",\n \"recommendation_details\": [\n \"Plug-and-play compatibility with MacBooks\",\n \"Shock-resistant and durable for travel use\",\n \"Offers up to 1,050 MB/s read/write speed\"\n ],\n \"reference_link\": \"https://www.samsung.com/us/computing/memory-storage/portable-solid-state-drives/2tb-t7-shield-usb-3-2-ssd-black-mu-pe2t0s-am/\"\n },\n {\n \"solution_title\": \"Option 2: Use Company NAS Drive for Backup\",\n \"description\": \"Set up a secure folder on the company's Synology NAS and mount it on the MacBook for automatic scheduled backups over the local network.\",\n \"action_type\": \"Configuration / Internal Setup\",\n \"recommendation_details\": [\n \"Avoids hardware purchase\",\n \"Ensures centralized access and version control\",\n \"Can automate backups using Time Machine\"\n ],\n \"reference_link\": \"https://kb.synology.com/en-global/DSM/tutorial/How_to_back_up_files_from_Mac_to_Synology_NAS\"\n }\n ],\n \"recommendation_notes\": \"If physical mobility and speed are critical, the portable SSD is a better choice. If centralized backup with internal hardware suffices, using the existing NAS is more cost-efficient.\"\n}"
},
"typeVersion": 1.3
},
{
"id": "b9c7d520-1fe0-4245-8392-c56ead2dc369",
"name": "IT 支持顾问代理",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
2384,
672
],
"parameters": {
"text": "=Below is a structured IT request extracted from an employee support email. Please review and suggest the best solution:\n---\nTitle: {{ $('Support Request Reader Agent').item.json.output[0].title }}\nDescription: {{ $('Support Request Reader Agent').item.json.output[0].description }}",
"batching": {},
"messages": {
"messageValues": [
{
"message": "You are an IT Support Agent responsible for reviewing structured internal support requests and proposing actionable solutions. Your goal is to assist the IT team by: - Understanding the request context (e.g., device, software, access issue, feature need) - Recommending one or more solutions, such as: - A product or device to purchase (including model, link, and key specs) - A service to use or subscribe to - Internal next steps the team can take to resolve the request You may search the internet for updated and relevant product recommendations. Prioritize reliability, compatibility, and business suitability. When responding: - Be concise and professional - Include specific product names and links if suggesting purchases - Explain why the solution is appropriate - Mention any considerations (e.g., delivery time, compatibility, vendor trust) Do **not** reformat the input — your role is to provide the recommendation, not convert or restate the request."
}
]
},
"promptType": "define",
"hasOutputParser": true
},
"typeVersion": 1.7
},
{
"id": "c674d95f-f1bb-4244-b894-357d44e95fbb",
"name": "支持请求读取代理",
"type": "@n8n/n8n-nodes-langchain.agent",
"position": [
992,
960
],
"parameters": {
"text": "=Below is the content of an email sent to IT support. Please analyze the request and extract all necessary information according to your responsibilities.\nEmail from: {{ $json.from.text }} <- use this information to know who send the email\nBelow is the request (use this to know requested_by)\n---\n{{ $json.text }}\n---",
"options": {
"systemMessage": "=You are an intelligent IT Support Assistant.\n\nYour responsibility is to analyze incoming emails sent to the IT support team and extract all relevant information needed for internal processing.\n\nHere’s what you must do:\n\n1. Read the entire email content, including the sender info (`From:`) and the message body.\n2. Identify the **actual requester** by checking:\n - The **signed name and role** at the end of the message (e.g., \"Thanks, John Doe, IT Manager\")\n - If no signed name is found, then fall back to the `From:` information as the requester.\n3. Extract the following information:\n - Name, email, and department of the actual requester\n - Request category (Feature, Incident, Access Request, Maintenance)\n - Priority level (Low, Medium, High, Critical)\n - Title of the request (summarized from the intent)\n - Description with sufficient technical and business context\n - Due date if any\n - The full original email content (for reference)\n\nDo not assume the email sender is the requester if the message is clearly written **on behalf of someone else** or **signed by another person**.\n\nReturn your output as clearly structured data. Do not generate JSON — this will be handled downstream."
},
"promptType": "define",
"hasOutputParser": true
},
"typeVersion": 1.8
},
{
"id": "cb12310c-2ae8-48a7-a466-f219943c4ba6",
"name": "向跟踪工单添加解决方案评论",
"type": "n8n-nodes-base.jira",
"position": [
2816,
672
],
"parameters": {
"comment": "=The following solution has been proposed by the IT Support Advisor Agent to address this request:\n---\n🔧 Recommended Solution:\n{{ $json.output.proposed_solutions[0].solution_title }}\n📝 Description:\n{{ $json.output.proposed_solutions[0].description }}\n📌 Key Considerations:\n{{ $json.output.proposed_solutions[0].recommendation_details }}\n🔗 Reference (if applicable):\n{{ $json.output.proposed_solutions[0].reference_link }}\n💬 Advisor Notes:\n{{ $json.output.recommendation_notes }}\n---\nPlease review and proceed with the next steps as appropriate. If clarification or additional input is needed, feel free to consult the requester or loop in relevant stakeholders.",
"options": {},
"issueKey": "={{ $('Submit JIRA request ticket').item.json.key }}",
"resource": "issueComment"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "4pyiEA4RWXJCkSHl",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "f5e9320f-78cc-4045-829d-166577530fdd",
"name": "将消息标记为已读",
"type": "n8n-nodes-base.gmail",
"position": [
1136,
656
],
"webhookId": "8f8bb2c2-9726-4af5-b79e-9a7f54b4caae",
"parameters": {
"messageId": "={{ $json.id }}",
"operation": "markAsRead"
},
"credentials": {
"gmailOAuth2": {
"id": "vEeeGwETZNqxNjad",
"name": "Gmail account"
}
},
"typeVersion": 2.1
},
{
"id": "ec9288f6-84d7-489b-9afc-8520429a5549",
"name": "邮件是否已处理？",
"type": "n8n-nodes-base.if",
"position": [
704,
800
],
"parameters": {
"options": {},
"conditions": {
"options": {
"version": 2,
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"id": "8f897b7e-1791-45ba-b191-3d4a86892be2",
"operator": {
"type": "array",
"operation": "contains",
"rightType": "any"
},
"leftValue": "={{ $('Get Email Content').item.json.labelIds }}",
"rightValue": "UNREAD"
}
]
}
},
"typeVersion": 2.2
},
{
"id": "334c51e1-7659-4db9-bcad-a6fb2d2d406c",
"name": "便签",
"type": "n8n-nodes-base.stickyNote",
"position": [
-816,
528
],
"parameters": {
"width": 1008,
"height": 1344,
"content": "## SmartSupport 流程：从邮件到 JIRA 自动处理 IT 请求，附带 Slack 通知"
},
"typeVersion": 1
},
{
"id": "252f6988-881e-43dd-8357-5d749fcecc58",
"name": "Setup Jira, Slack, Email",
"type": "n8n-nodes-base.set",
"position": [
2432,
1296
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "d6d4633f-b2b1-4789-a373-6a37e7965203",
"name": "Jira base URL",
"type": "string",
"value": "https://your-company.atlassian.net"
},
{
"id": "eec503dc-6604-4e29-acb8-71dbc2c7ec4f",
"name": "IT support slack channel",
"type": "string",
"value": "it-support"
},
{
"id": "2e7685df-5c0c-476c-aa2c-bbf72c255dfa",
"name": "IT support email",
"type": "string",
"value": "it@your-company.com"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "da916fac-db48-4fc5-a768-199b0c91f2db",
"name": "便签1",
"type": "n8n-nodes-base.stickyNote",
"position": [
224,
640
],
"parameters": {
"width": 608,
"height": 448,
"content": "### 1. Detect new support request email\n- Uses Gmail Trigger to detect new support request emails.\n- Retrieves the full message body and metadata.\n- Skips processing if the email has already been handled (based on READ/UNREAD label)"
},
"typeVersion": 1
},
{
"id": "897f5675-8d86-4c34-8dbf-7cd9d9da1313",
"name": "便签2",
"type": "n8n-nodes-base.stickyNote",
"position": [
928,
896
],
"parameters": {
"width": 400,
"height": 432,
"content": "### 2. Agent extract request information from email"
},
"typeVersion": 1
},
{
"id": "1e32f8e1-844e-45b0-b4ce-3e87b6e462ea",
"name": "Submit JIRA request ticket",
"type": "n8n-nodes-base.jira",
"position": [
1760,
960
],
"parameters": {
"project": {
"__rl": true,
"mode": "list",
"value": "10003",
"cachedResultName": "Support"
},
"summary": "={{ $json.output[0].title }}",
"issueType": {
"__rl": true,
"mode": "list",
"value": "10005",
"cachedResultName": "Task"
},
"additionalFields": {
"assignee": {
"__rl": true,
"mode": "list",
"value": "712020:49f03c74-eab4-4903-aee6-662433856e97",
"cachedResultName": "Dinh Ngoc Huy"
},
"description": "={{ $json.output[0].description }}\nOriginal Email Content\n---\n{{ $json.output[0].original_email_content }}"
}
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "4pyiEA4RWXJCkSHl",
"name": "Jira SW Cloud account"
}
},
"executeOnce": false,
"retryOnFail": false,
"typeVersion": 1
},
{
"id": "039c6a6c-f948-4f3a-ace5-8557121dada0",
"name": "便签3",
"type": "n8n-nodes-base.stickyNote",
"position": [
1424,
848
],
"parameters": {
"width": 784,
"height": 352,
"content": "### 3. Submit request support ticket to JIRA system"
},
"typeVersion": 1
},
{
"id": "cb40e5a4-b320-42c9-9039-b09bfbf5dbfc",
"name": "便签说明4",
"type": "n8n-nodes-base.stickyNote",
"position": [
2336,
576
],
"parameters": {
"width": 656,
"height": 480,
"content": "### 4. IT support advisor agent\n- Analyze the user support request then propose resolution\n- Comment the resolution in JIRA ticket so IT support team can save investigation time"
},
"typeVersion": 1
},
{
"id": "a61039ea-ad11-47d3-accf-1310192eab59",
"name": "便签说明5",
"type": "n8n-nodes-base.stickyNote",
"position": [
2608,
1088
],
"parameters": {
"width": 656,
"height": 496,
"content": "### 6. Notification\n- Inform IT support team via Slack (channel name configured via previous node) with request information & JIRA tracking link\n- Send email to requester with JIRA tracking link to follow up"
},
"typeVersion": 1
},
{
"id": "5758aeb8-bb7d-463f-b723-d796a8577b09",
"name": "便签 6",
"type": "n8n-nodes-base.stickyNote",
"position": [
3280,
1152
],
"parameters": {
"width": 896,
"height": 352,
"content": "![Alt text](https://wisestackai.s3.ap-southeast-1.amazonaws.com/Screenshot+2025-07-31+at+5.00.22%E2%80%AFPM.png \"Optional title text\")"
},
"typeVersion": 1
},
{
"id": "8597baee-f79e-4450-ad60-45ca87013a12",
"name": "便签 7",
"type": "n8n-nodes-base.stickyNote",
"position": [
3008,
592
],
"parameters": {
"width": 768,
"height": 432,
"content": "![Alt text](https://wisestackai.s3.ap-southeast-1.amazonaws.com/Screenshot+2025-07-31+at+5.03.05%E2%80%AFPM.png \"Optional title text\")"
},
"typeVersion": 1
},
{
"id": "6f617de1-0f73-4cf3-8f23-815be7139bd7",
"name": "## 为什么选择 4o 模型？👆",
"type": "n8n-nodes-base.stickyNote",
"position": [
1360,
1248
],
"parameters": {
"width": 960,
"height": 512,
"content": "![Alt text](https://wisestackai.s3.ap-southeast-1.amazonaws.com/Screenshot+2025-07-31+at+5.06.13%E2%80%AFPM.png \"Optional title text\")"
},
"typeVersion": 1
}
],
"active": false,
"pinData": {},
"settings": {
"executionOrder": "v1"
},
"versionId": "7c23d7a3-bcfa-42bc-ad9f-51a198df36d8",
"connections": {
"Get Email Content": {
"main": [
[
{
"node": "Email has been processed?",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model": {
"ai_languageModel": [
[
{
"node": "Support Request Reader Agent",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"OpenAI Chat Model1": {
"ai_languageModel": [
[
{
"node": "IT Support Advisor Agent",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Check for New Emails\t": {
"main": [
[
{
"node": "Get Email Content",
"type": "main",
"index": 0
}
]
]
},
"Check requester email": {
"main": [
[
{
"node": "Send email to requester",
"type": "main",
"index": 0
}
]
]
},
"IT Support Advisor Agent": {
"main": [
[
{
"node": "Add resolution comment to tracking ticket",
"type": "main",
"index": 0
}
]
]
},
"Setup Jira, Slack, Email": {
"main": [
[
{
"node": "Check requester email",
"type": "main",
"index": 0
},
{
"node": "Send message to IT Support team",
"type": "main",
"index": 0
}
]
]
},
"Structured Output Parser": {
"ai_outputParser": [
[
{
"node": "Support Request Reader Agent",
"type": "ai_outputParser",
"index": 0
}
]
]
},
"Email has been processed?": {
"main": [
[
{
"node": "Support Request Reader Agent",
"type": "main",
"index": 0
},
{
"node": "Mark a message as read",
"type": "main",
"index": 0
}
]
]
},
"Structured Output Parser1": {
"ai_outputParser": [
[
{
"node": "IT Support Advisor Agent",
"type": "ai_outputParser",
"index": 0
}
]
]
},
"Submit JIRA request ticket": {
"main": [
[
{
"node": "Setup Jira, Slack, Email",
"type": "main",
"index": 0
},
{
"node": "IT Support Advisor Agent",
"type": "main",
"index": 0
}
]
]
},
"Support Request Reader Agent": {
"main": [
[
{
"node": "Submit JIRA request ticket",
"type": "main",
"index": 0
}
]
]
}
}
}常见问题
如何使用这个工作流？
复制上方的 JSON 配置代码，在您的 n8n 实例中创建新工作流并选择「从 JSON 导入」，粘贴配置后根据需要修改凭证设置即可。
这个工作流适合什么场景？
这是一个高级难度的工作流，适用于Ticket Management、AI Summarization等场景。适合高级用户，包含 16+ 个节点的复杂工作流
需要付费吗？
本工作流完全免费，您可以直接导入使用。但请注意，工作流中使用的第三方服务（如 OpenAI API）可能需要您自行付费。
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工作流信息
难度等级
高级
节点数量25
分类2
节点类型13
作者
Trung Tran
@trungtranHelps small and medium businesses grow with intelligent automation and practical AI tools, no heavy tech team needed.
外部链接
在 n8n.io 上查看 →
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