Automated Ticket Assignment Based on Agent Expertise in Helpdesk

• Automatically assign support tickets to the right agents based on their skills.
• Streamline ticket management processes in customer support teams.
• Reduce response times by ensuring tickets are handled by qualified personnel.

Triggers when a new ticket is created via a webhook. Normalizes ticket data to extract relevant tags and details. Determines the best agent for the ticket based on expertise mapping. Updates the ticket in the helpdesk system with the assigned agent. Sends a notification to a Slack channel about the ticket assignment.

1. 1
   Import the workflow template into your n8n instance.
2. 2
   Configure the webhook URL to receive ticket creation events.
3. 3
   Set up the helpdesk authentication token in the credentials section.
4. 4
   Customize the agent expertise mapping as per your team's skills.
5. 5
   Test the workflow by creating a new ticket to ensure proper assignment.