{ "name": "AI Support Triage with CRM Enrichment, Deduplication, SLA Routing and Reply Drafts", "nodes": [ { "id": "sticky-overview", "name": "Sticky Note — Overview", "type": "n8n-nodes-base.stickyNote", "position": [ -760, -540 ], "parameters": { "color": 5, "width": 660, "height": 420, "content": "## AI support triage war-room\n\nThis workflow turns a raw support-ticket webhook into an enriched, routed support action plan.\n\n**What it does**\n1. Normalizes ticket payloads from Zendesk, Intercom, Freshdesk, forms, or custom apps.\n2. Rejects incomplete tickets with a clear webhook response and Slack ops alert.\n3. Deduplicates repeat tickets against a Google Sheets audit log.\n4. Enriches the requester/contact in HubSpot.\n5. Uses OpenAI to classify category, priority, sentiment, SLA risk, and draft a customer reply.\n6. Routes urgent/VIP/risky tickets to Linear + Slack, sends low-confidence items to human review, and prepares safe reply drafts for routine tickets.\n7. Logs every decision back to Google Sheets for QA and reporting." }, "typeVersion": 1 }, { "id": "sticky-setup", "name": "Sticky Note — Setup and Credentials", "type": "n8n-nodes-base.stickyNote", "position": [ -760, -80 ], "parameters": { "color": 3, "width": 660, "height": 390, "content": "## Setup checklist\n\nCreate or connect these credentials before activating:\n\n- **Slack OAuth2** for #support-triage and #support-escalations.\n- **Google Sheets OAuth2** with edit access to the audit spreadsheet.\n- **HubSpot private app token** with CRM object search permission.\n- **OpenAI API key** for the triage classification request.\n- **Linear API key** or replace the Linear HTTP node with Jira, Asana, Zendesk, or your incident tracker.\n- **Gmail OAuth2** if you want n8n to create reply drafts.\n\nReplace every REPLACE_WITH_* value, then test with a single webhook payload before activating." }, "typeVersion": 1 }, { "id": "sticky-input", "name": "Sticky Note — Input Contract", "type": "n8n-nodes-base.stickyNote", "position": [ -80, -540 ], "parameters": { "color": 6, "width": 620, "height": 420, "content": "## Expected webhook payload\n\nSend JSON with as many of these fields as your helpdesk provides:\n\n{\n \"ticketId\": \"12345\",\n \"email\": \"customer@example.com\",\n \"name\": \"Riley Chen\",\n \"company\": \"Acme\",\n \"subject\": \"API errors after upgrade\",\n \"message\": \"We are seeing 500s in production...\",\n \"ticketUrl\": \"https://helpdesk.example.com/tickets/12345\",\n \"source\": \"zendesk\"\n}\n\nThe normalization code also understands common nested shapes like requester.email, customer.email, description, body, and url." }, "typeVersion": 1 }, { "id": "sticky-error-handling", "name": "Sticky Note — Branching and Failure Handling", "type": "n8n-nodes-base.stickyNote", "position": [ 620, -540 ], "parameters": { "color": 4, "width": 620, "height": 420, "content": "## Guardrails in this template\n\n- Missing email/message/subject goes to a controlled rejection path, not a broken execution.\n- Deduped tickets create a Slack note and return duplicate: true to the webhook caller.\n- HubSpot and OpenAI HTTP nodes use Continue On Fail so transient vendor failures route to human review instead of stopping the workflow.\n- Low-confidence AI output, angry sentiment, security/billing categories, VIP domains, and P0/P1 labels all escalate.\n- Every successful route is logged to Google Sheets for auditability.\n\nBuilt with FlowForge AI — https://flowforgeai.nanocorp.app" }, "typeVersion": 1 }, { "id": "webhook-new-support-ticket", "name": "New Support Ticket Webhook", "type": "n8n-nodes-base.webhook", "position": [ -760, 460 ], "parameters": { "path": "ai-support-triage", "options": {}, "httpMethod": "POST", "responseMode": "responseNode" }, "typeVersion": 2 }, { "id": "code-normalize-ticket", "name": "Normalize Ticket + SLA Profile", "type": "n8n-nodes-base.code", "position": [ -500, 460 ], "parameters": { "mode": "runOnceForAllItems", "jsCode": "const rawTicket = $input.first().json;\n\nconst firstNonEmpty = (...values) => {\n for (const value of values) {\n if (value !== undefined && value !== null && String(value).trim() !== '') {\n return String(value).trim();\n }\n }\n return '';\n};\n\nconst requesterEmail = firstNonEmpty(\n rawTicket.email,\n rawTicket.requester?.email,\n rawTicket.customer?.email,\n rawTicket.contact?.email,\n rawTicket.from\n).toLowerCase();\nconst requesterName = firstNonEmpty(rawTicket.name, rawTicket.requester?.name, rawTicket.customer?.name, rawTicket.contact?.name, requesterEmail.split('@')[0]);\nconst subject = firstNonEmpty(rawTicket.subject, rawTicket.title, rawTicket.summary, 'No subject provided');\nconst message = firstNonEmpty(rawTicket.message, rawTicket.description, rawTicket.body, rawTicket.text);\nconst ticketId = firstNonEmpty(rawTicket.ticketId, rawTicket.id, rawTicket.external_id, rawTicket.conversationId, `incoming-${Date.now()}`);\nconst ticketUrl = firstNonEmpty(rawTicket.ticketUrl, rawTicket.url, rawTicket.html_url);\nconst sourceSystem = firstNonEmpty(rawTicket.source, rawTicket.helpdesk, rawTicket.system, 'webhook');\nconst companyName = firstNonEmpty(rawTicket.company, rawTicket.organization?.name, rawTicket.account?.name);\nconst domain = requesterEmail.includes('@') ? requesterEmail.split('@').pop() : '';\nconst normalizedSubject = subject.toLowerCase().replace(/[^a-z0-9]+/g, ' ').trim().slice(0, 90);\nconst normalizedMessage = message.toLowerCase().replace(/[^a-z0-9]+/g, ' ').trim().slice(0, 160);\nconst dedupeKey = [requesterEmail || 'unknown-email', normalizedSubject || normalizedMessage || ticketId].join('::');\nconst vipDomains = ['REPLACE_WITH_VIP_DOMAIN_1.com', 'REPLACE_WITH_VIP_DOMAIN_2.com'];\nconst vipDomain = vipDomains.includes(domain);\nconst missingFields = [];\nif (!requesterEmail) missingFields.push('requester email');\nif (!subject) missingFields.push('subject');\nif (!message) missingFields.push('message/body');\n\nreturn [{\n json: {\n receivedAt: new Date().toISOString(),\n sourceSystem,\n ticketId,\n ticketUrl,\n requesterEmail,\n requesterName,\n companyName,\n domain,\n subject,\n message,\n messagePreview: message.slice(0, 500),\n dedupeKey,\n vipDomain,\n defaultSlaMinutes: vipDomain ? 30 : 240,\n missingFields,\n hasMissingRequired: missingFields.length > 0,\n rawTicket,\n },\n}];" }, "typeVersion": 2 }, { "id": "if-missing-required-fields", "name": "Missing Required Fields?", "type": "n8n-nodes-base.if", "position": [ -240, 460 ], "parameters": { "conditions": { "boolean": [ { "value1": "={{$json.hasMissingRequired}}", "value2": true } ] } }, "typeVersion": 2 }, { "id": "slack-invalid-ticket-alert", "name": "Slack Intake Error Alert", "type": "n8n-nodes-base.slack", "position": [ 40, 260 ], "parameters": { "text": "Rejected malformed support ticket from {{$json.sourceSystem}}. Missing: {{$json.missingFields.join(\", \")}}. Ticket ID: {{$json.ticketId}}", "channel": "#support-ops" }, "typeVersion": 2 }, { "id": "respond-missing-fields", "name": "Respond Missing Fields", "type": "n8n-nodes-base.respondToWebhook", "position": [ 320, 260 ], "parameters": { "options": { "responseCode": 422 }, "respondWith": "json", "responseBody": "={{ { ok: false, reason: \"missing_required_fields\", missingFields: $json.missingFields, ticketId: $json.ticketId } }}" }, "typeVersion": 1.1 }, { "id": "gsheets-lookup-dedupe", "name": "Lookup Dedupe in Audit Sheet", "type": "n8n-nodes-base.googleSheets", "position": [ 40, 620 ], "parameters": { "options": {}, "operation": "lookup", "sheetName": { "__rl": true, "mode": "name", "value": "Support Audit Log" }, "documentId": { "__rl": true, "mode": "id", "value": "REPLACE_WITH_GOOGLE_SHEET_ID" }, "lookupValue": "={{$json.dedupeKey}}", "lookupColumn": "dedupeKey" }, "typeVersion": 4, "continueOnFail": true, "alwaysOutputData": true }, { "id": "if-duplicate-ticket", "name": "Duplicate Ticket?", "type": "n8n-nodes-base.if", "position": [ 320, 620 ], "parameters": { "conditions": { "string": [ { "value1": "={{$json.row_number || $json.dedupeKey || $json.ticketId || \"\"}}", "operation": "isNotEmpty" } ] } }, "typeVersion": 2 }, { "id": "slack-duplicate-ticket", "name": "Slack Duplicate Notice", "type": "n8n-nodes-base.slack", "position": [ 620, 480 ], "parameters": { "text": "Duplicate support ticket detected for {{$node[\"Normalize Ticket + SLA Profile\"].json.requesterEmail}}: {{$node[\"Normalize Ticket + SLA Profile\"].json.subject}}. Existing audit row: {{$json.row_number || \"unknown\"}}", "channel": "#support-triage" }, "typeVersion": 2 }, { "id": "respond-duplicate", "name": "Respond Duplicate", "type": "n8n-nodes-base.respondToWebhook", "position": [ 900, 480 ], "parameters": { "options": { "responseCode": 200 }, "respondWith": "json", "responseBody": "={{ { ok: true, duplicate: true, ticketId: $node[\"Normalize Ticket + SLA Profile\"].json.ticketId, dedupeKey: $node[\"Normalize Ticket + SLA Profile\"].json.dedupeKey } }}" }, "typeVersion": 1.1 }, { "id": "http-hubspot-enrich-contact", "name": "Enrich Contact in HubSpot", "type": "n8n-nodes-base.httpRequest", "position": [ 620, 760 ], "parameters": { "url": "https://api.hubapi.com/crm/v3/objects/contacts/search", "method": "POST", "options": { "timeout": 10000 }, "jsonBody": "={{ JSON.stringify({ filterGroups: [{ filters: [{ propertyName: \"email\", operator: \"EQ\", value: $node[\"Normalize Ticket + SLA Profile\"].json.requesterEmail }] }], properties: [\"email\", \"firstname\", \"lastname\", \"company\", \"lifecyclestage\", \"hubspotscore\"], limit: 1 }) }}", "sendBody": true, "sendHeaders": true, "specifyBody": "json", "headerParameters": { "parameters": [ { "name": "Authorization", "value": "__UKH_BEARER_13__" }, { "name": "Content-Type", "value": "application/json" } ] } }, "typeVersion": 4.2, "continueOnFail": true }, { "id": "http-openai-triage", "name": "OpenAI Triage + Reply Draft", "type": "n8n-nodes-base.httpRequest", "position": [ 900, 760 ], "parameters": { "url": "https://api.openai.com/v1/chat/completions", "method": "POST", "options": { "timeout": 20000 }, "jsonBody": "={{ JSON.stringify({ model: \"gpt-4o-mini\", response_format: { type: \"json_object\" }, temperature: 0.2, messages: [{ role: \"system\", content: \"You are a senior support operations analyst. Return strict JSON only with keys: category, priority, sentiment, confidence, internalSummary, suggestedRoute, replySubject, replyDraft, slaRiskReason. priority must be one of p0,p1,p2,p3. sentiment must be calm,confused,frustrated,angry. suggestedRoute must be engineering,billing,success,security,general,human_review.\" }, { role: \"user\", content: `Ticket: ${$node[\"Normalize Ticket + SLA Profile\"].json.subject}\\nFrom: ${$node[\"Normalize Ticket + SLA Profile\"].json.requesterEmail}\\nCompany: ${$node[\"Normalize Ticket + SLA Profile\"].json.companyName || \"unknown\"}\\nVIP domain: ${$node[\"Normalize Ticket + SLA Profile\"].json.vipDomain}\\nHubSpot lookup: ${JSON.stringify($json).slice(0, 1200)}\\nMessage: ${$node[\"Normalize Ticket + SLA Profile\"].json.message}` }] }) }}", "sendBody": true, "sendHeaders": true, "specifyBody": "json", "headerParameters": { "parameters": [ { "name": "Authorization", "value": "__UKH_BEARER_14__" }, { "name": "Content-Type", "value": "application/json" } ] } }, "typeVersion": 4.2, "continueOnFail": true }, { "id": "code-parse-ai-triage", "name": "Parse AI Triage + Fallback", "type": "n8n-nodes-base.code", "position": [ 1180, 760 ], "parameters": { "mode": "runOnceForAllItems", "jsCode": "const ticket = $node[\"Normalize Ticket + SLA Profile\"].json;\nconst hubspot = $node[\"Enrich Contact in HubSpot\"].json || {};\nconst aiResponse = $input.first().json || {};\n\nconst safeParseJson = (content) => {\n if (!content || typeof content !== 'string') return null;\n const cleaned = content.replace(/^\\s*```(?:json)?/i, '').replace(/```\\s*$/i, '').trim();\n try {\n return JSON.parse(cleaned);\n } catch (error) {\n return null;\n }\n};\n\nconst content = aiResponse.choices?.[0]?.message?.content;\nconst parsed = safeParseJson(content);\nconst aiFailed = !parsed || Boolean(aiResponse.error);\nconst fallback = {\n category: 'general',\n priority: ticket.vipDomain ? 'p1' : 'p2',\n sentiment: 'confused',\n confidence: 0.45,\n internalSummary: `Manual review needed for ${ticket.subject}. AI triage was unavailable or returned invalid JSON.`,\n suggestedRoute: 'human_review',\n replySubject: `Re: ${ticket.subject}`,\n replyDraft: `Hi ${ticket.requesterName || 'there'},\\n\\nThanks for reaching out. We received your request and our team is reviewing it now. We'll follow up with the next step shortly.\\n\\nBest,\\nSupport`,\n slaRiskReason: aiFailed ? 'AI request failed or produced invalid output.' : 'Fallback route selected.',\n};\nconst triage = { ...fallback, ...(parsed || {}) };\nconst priority = String(triage.priority || fallback.priority).toLowerCase();\nconst category = String(triage.category || fallback.category).toLowerCase();\nconst sentiment = String(triage.sentiment || fallback.sentiment).toLowerCase();\nconst confidence = Number(triage.confidence || fallback.confidence);\nconst riskText = `${ticket.subject} ${ticket.message} ${triage.slaRiskReason || ''}`.toLowerCase();\nconst urgentKeywords = ['outage', 'down', 'breach', 'security', 'data loss', 'cannot login', 'production', 'payment failed', 'chargeback'];\nconst keywordEscalation = urgentKeywords.some((keyword) => riskText.includes(keyword));\nconst protectedCategory = ['security', 'billing'].includes(category);\nconst needsEscalation = ticket.vipDomain || ['p0', 'p1'].includes(priority) || sentiment === 'angry' || protectedCategory || keywordEscalation;\nconst needsHumanReview = aiFailed || confidence < 0.76 || triage.suggestedRoute === 'human_review' || needsEscalation;\nconst hubspotContact = Array.isArray(hubspot.results) && hubspot.results.length > 0 ? hubspot.results[0] : null;\n\nreturn [{\n json: {\n ...ticket,\n hubspotFound: Boolean(hubspotContact),\n hubspotContactId: hubspotContact?.id || '',\n hubspotLifecycleStage: hubspotContact?.properties?.lifecyclestage || '',\n hubspotScore: hubspotContact?.properties?.hubspotscore || '',\n category,\n priority,\n sentiment,\n confidence,\n suggestedRoute: triage.suggestedRoute || fallback.suggestedRoute,\n internalSummary: triage.internalSummary || fallback.internalSummary,\n replySubject: triage.replySubject || fallback.replySubject,\n replyDraft: triage.replyDraft || fallback.replyDraft,\n slaRiskReason: triage.slaRiskReason || fallback.slaRiskReason,\n needsEscalation,\n needsHumanReview,\n aiFailed,\n routeDecision: needsEscalation ? 'urgent_escalation' : needsHumanReview ? 'human_review' : 'draft_ready',\n },\n}];" }, "typeVersion": 2 }, { "id": "if-urgent-or-vip", "name": "Urgent, VIP, Security or Billing?", "type": "n8n-nodes-base.if", "position": [ 1460, 760 ], "parameters": { "conditions": { "boolean": [ { "value1": "={{$json.needsEscalation}}", "value2": true } ] } }, "typeVersion": 2 }, { "id": "http-create-linear-incident", "name": "Create Linear Incident Task", "type": "n8n-nodes-base.httpRequest", "position": [ 1740, 560 ], "parameters": { "url": "https://api.linear.app/graphql", "method": "POST", "options": { "timeout": 10000 }, "jsonBody": "={{ JSON.stringify({ query: \"mutation IssueCreate($input: IssueCreateInput!) { issueCreate(input: $input) { success issue { id identifier url } } }\", variables: { input: { teamId: \"REPLACE_WITH_LINEAR_TEAM_ID\", title: `[${$json.priority.toUpperCase()}] ${$json.subject}`, description: `Requester: ${$json.requesterEmail}\\nTicket: ${$json.ticketUrl || $json.ticketId}\\nCategory: ${$json.category}\\nSentiment: ${$json.sentiment}\\nSLA risk: ${$json.slaRiskReason}\\n\\nAI summary:\\n${$json.internalSummary}\\n\\nCustomer message:\\n${$json.message}` } } }) }}", "sendBody": true, "sendHeaders": true, "specifyBody": "json", "headerParameters": { "parameters": [ { "name": "Authorization", "value": "__UKH_BEARER_17__" }, { "name": "Content-Type", "value": "application/json" } ] } }, "typeVersion": 4.2, "continueOnFail": true }, { "id": "slack-urgent-routing", "name": "Slack Urgent Routing Alert", "type": "n8n-nodes-base.slack", "position": [ 2020, 560 ], "parameters": { "text": ":rotating_light: {{$node[\"Parse AI Triage + Fallback\"].json.priority.toUpperCase()}} {{$node[\"Parse AI Triage + Fallback\"].json.category}} ticket from {{$node[\"Parse AI Triage + Fallback\"].json.requesterEmail}} {{$node[\"Parse AI Triage + Fallback\"].json.vipDomain ? \"(VIP domain)\" : \"\"}}\nSummary: {{$node[\"Parse AI Triage + Fallback\"].json.internalSummary}}\nTicket: {{$node[\"Parse AI Triage + Fallback\"].json.ticketUrl || $node[\"Parse AI Triage + Fallback\"].json.ticketId}}", "channel": "#support-escalations" }, "typeVersion": 2 }, { "id": "if-needs-human-review", "name": "Low Confidence Human Review?", "type": "n8n-nodes-base.if", "position": [ 1740, 940 ], "parameters": { "conditions": { "boolean": [ { "value1": "={{$json.needsHumanReview}}", "value2": true } ] } }, "typeVersion": 2 }, { "id": "slack-human-review", "name": "Slack Human Review Queue", "type": "n8n-nodes-base.slack", "position": [ 2020, 820 ], "parameters": { "text": ":eyes: Human review needed for {{$json.requesterEmail}} — {{$json.subject}}\nConfidence: {{$json.confidence}} | Category: {{$json.category}} | Sentiment: {{$json.sentiment}}\nAI summary: {{$json.internalSummary}}\nSuggested reply:\n{{$json.replyDraft}}", "channel": "#support-triage" }, "typeVersion": 2 }, { "id": "gmail-create-reply-draft", "name": "Create Gmail Reply Draft", "type": "n8n-nodes-base.gmail", "position": [ 2020, 1040 ], "parameters": { "sendTo": "={{$json.requesterEmail}}", "message": "={{$json.replyDraft}}", "options": {}, "subject": "={{$json.replySubject}}", "resource": "draft", "operation": "create" }, "typeVersion": 2 }, { "id": "gsheets-append-audit-row", "name": "Append Audit Row", "type": "n8n-nodes-base.googleSheets", "position": [ 2320, 820 ], "parameters": { "columns": { "value": { "subject": "={{$node[\"Parse AI Triage + Fallback\"].json.subject}}", "aiFailed": "={{$node[\"Parse AI Triage + Fallback\"].json.aiFailed}}", "category": "={{$node[\"Parse AI Triage + Fallback\"].json.category}}", "priority": "={{$node[\"Parse AI Triage + Fallback\"].json.priority}}", "ticketId": "={{$node[\"Parse AI Triage + Fallback\"].json.ticketId}}", "dedupeKey": "={{$node[\"Parse AI Triage + Fallback\"].json.dedupeKey}}", "sentiment": "={{$node[\"Parse AI Triage + Fallback\"].json.sentiment}}", "confidence": "={{$node[\"Parse AI Triage + Fallback\"].json.confidence}}", "receivedAt": "={{$node[\"Parse AI Triage + Fallback\"].json.receivedAt}}", "hubspotFound": "={{$node[\"Parse AI Triage + Fallback\"].json.hubspotFound}}", "routeDecision": "={{$node[\"Parse AI Triage + Fallback\"].json.routeDecision}}", "requesterEmail": "={{$node[\"Parse AI Triage + Fallback\"].json.requesterEmail}}" }, "schema": [], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Support Audit Log" }, "documentId": { "__rl": true, "mode": "id", "value": "REPLACE_WITH_GOOGLE_SHEET_ID" } }, "typeVersion": 4, "continueOnFail": true }, { "id": "respond-triage-complete", "name": "Respond Triage Complete", "type": "n8n-nodes-base.respondToWebhook", "position": [ 2600, 820 ], "parameters": { "options": { "responseCode": 200 }, "respondWith": "json", "responseBody": "={{ { ok: true, ticketId: $node[\"Parse AI Triage + Fallback\"].json.ticketId, routeDecision: $node[\"Parse AI Triage + Fallback\"].json.routeDecision, priority: $node[\"Parse AI Triage + Fallback\"].json.priority, category: $node[\"Parse AI Triage + Fallback\"].json.category, humanReview: $node[\"Parse AI Triage + Fallback\"].json.needsHumanReview } }}" }, "typeVersion": 1.1 } ], "connections": { "Append Audit Row": { "main": [ [ { "node": "Respond Triage Complete", "type": "main", "index": 0 } ] ] }, "Duplicate Ticket?": { "main": [ [ { "node": "Slack Duplicate Notice", "type": "main", "index": 0 } ], [ { "node": "Enrich Contact in HubSpot", "type": "main", "index": 0 } ] ] }, "Slack Duplicate Notice": { "main": [ [ { "node": "Respond Duplicate", "type": "main", "index": 0 } ] ] }, "Create Gmail Reply Draft": { "main": [ [ { "node": "Append Audit Row", "type": "main", "index": 0 } ] ] }, "Missing Required Fields?": { "main": [ [ { "node": "Slack Intake Error Alert", "type": "main", "index": 0 } ], [ { "node": "Lookup Dedupe in Audit Sheet", "type": "main", "index": 0 } ] ] }, "Slack Human Review Queue": { "main": [ [ { "node": "Append Audit Row", "type": "main", "index": 0 } ] ] }, "Slack Intake Error Alert": { "main": [ [ { "node": "Respond Missing Fields", "type": "main", "index": 0 } ] ] }, "Enrich Contact in HubSpot": { "main": [ [ { "node": "OpenAI Triage + Reply Draft", "type": "main", "index": 0 } ] ] }, "New Support Ticket Webhook": { "main": [ [ { "node": "Normalize Ticket + SLA Profile", "type": "main", "index": 0 } ] ] }, "Parse AI Triage + Fallback": { "main": [ [ { "node": "Urgent, VIP, Security or Billing?", "type": "main", "index": 0 } ] ] }, "Slack Urgent Routing Alert": { "main": [ [ { "node": "Append Audit Row", "type": "main", "index": 0 } ] ] }, "Create Linear Incident Task": { "main": [ [ { "node": "Slack Urgent Routing Alert", "type": "main", "index": 0 } ] ] }, "OpenAI Triage + Reply Draft": { "main": [ [ { "node": "Parse AI Triage + Fallback", "type": "main", "index": 0 } ] ] }, "Lookup Dedupe in Audit Sheet": { "main": [ [ { "node": "Duplicate Ticket?", "type": "main", "index": 0 } ] ] }, "Low Confidence Human Review?": { "main": [ [ { "node": "Slack Human Review Queue", "type": "main", "index": 0 } ], [ { "node": "Create Gmail Reply Draft", "type": "main", "index": 0 } ] ] }, "Normalize Ticket + SLA Profile": { "main": [ [ { "node": "Missing Required Fields?", "type": "main", "index": 0 } ] ] }, "Urgent, VIP, Security or Billing?": { "main": [ [ { "node": "Create Linear Incident Task", "type": "main", "index": 0 } ], [ { "node": "Low Confidence Human Review?", "type": "main", "index": 0 } ] ] } }, "settings": { "executionOrder": "v1" }, "active": false }