Draft support ticket responses from research
A support engineer uses n8n to research customer tickets, draft final responses, and learn from closed tickets to improve future troubleshooting. ·
Done withn8n
- What they did
- A remote support engineer ran n8n on a localhost office PC to add private notes to support tickets, do initial research, search the web and an internal database, and draft a customer reply. For recurring issues it suggested faster responses, but a human still finalized them; after successful closes, resolved tickets were sent into a database when no similar document already existed so the system could learn troubleshooting patterns.
- How it went
- They said it already saves about 50% of the work on customer answers and they hope that grows to 75% as the database expands. They also built a tech-sheet ingester that took about 10 minutes per document across 20 documents, produced roughly 2,500 vectors, and was checked as about 99% correct.
- Worth knowing
- The main catch was build effort: they said they spent a lot of time programming it and learning prompting before the time savings kicked in.
Try it yourself with n8n
Build an n8n workflow that triggers when a new support ticket arrives in [helpdesk tool]. It should search [knowledge base, docs, past closed tickets] for relevant fixes, then draft a reply for the customer and add it as an internal note. When a ticket closes, store the problem and solution so future drafts can use it. Never send a reply to a customer automatically; show me each draft for approval first.
Want help getting this working? Join the Vibe Coding Academy ↗ Run by Alex Finn, who also runs this site.
Source: Reddit · Jul 19, 2025
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