用 n8n 自动分诊客服工单：OpenAI 分类 + HubSpot enrichment + Linear/Slack 升级

Webhook 接收工单 → 标准化与查重 → HubSpot 补全客户信息 → GPT-4o-mini 分类并起草回复 → 按紧急程度路由到 Linear 升级、人工复核或 Gmail 草稿 → Google Sheets 审计日志

给谁

有 n8n 实例的支持运营团队，需同时管理 Slack、Google Workspace、HubSpot、Linear/OpenAI 凭证

你会得到

自动完成工单验证、去重、客户信息补全、AI 分类与回复草稿、紧急升级路由，并记录审计日志

你需要

n8n · slack · google-sheets · gmail

步骤

1. 配置凭证与基础环境

   在 n8n 中创建或连接以下凭证：Slack OAuth2（#support-triage、#support-escalations、#support-ops 频道权限）、Google Sheets OAuth2（可编辑审计表格）、Gmail OAuth2（如需创建草稿）。收集 HubSpot private app token（CRM 搜索权限）、OpenAI API key、Linear API key（或准备替换为 Jira/Asana 的 HTTP 节点参数）。在 Google Sheets 新建「Support Audit Log」表，确保包含 dedupeKey 列。复制模板 webhook 生产 URL，配置你的帮助台或表单工具向 /ai-support-triage POST 事件。

2. 接收工单 Webhook

   模板使用 Webhook 节点监听 POST 请求，路径为 ai-support-triage，responseMode 设为 responseNode（由后续 Respond to Webhook 节点返回）。你的帮助台或表单需发送包含 ticketId、email、name、company、subject、message、ticketUrl、source 等字段的 JSON。

3. 标准化工单并分配 SLA

   Code 节点「Normalize Ticket + SLA Profile」执行 JS 代码，从多种常见嵌套格式（requester.email、customer.email、description、body 等）提取统一字段：requesterEmail、requesterName、subject、message、ticketId、ticketUrl、sourceSystem、companyName。生成 dedupeKey（邮箱+标准化主题/内容），检查 VIP 域名（默认占位 REPLACE_WITH_VIP_DOMAIN_1.com），分配 defaultSlaMinutes（VIP 30 分钟/普通 240 分钟）。标记缺失必填项（email、subject、message）。

   运行提示词 · 来源原文。n8n Code 节点「Normalize Ticket + SLA Profile」的 JS Code 字段

   复制提示词

   const rawTicket = $input.first().json;
   
   const firstNonEmpty = (...values) => {
     for (const value of values) {
       if (value !== undefined && value !== null && String(value).trim() !== '') {
         return String(value).trim();
       }
     }
     return '';
   };
   
   const requesterEmail = firstNonEmpty(
     rawTicket.email,
     rawTicket.requester?.email,
     rawTicket.customer?.email,
     rawTicket.contact?.email,
     rawTicket.from
   ).toLowerCase();
   const requesterName = firstNonEmpty(rawTicket.name, rawTicket.requester?.name, rawTicket.customer?.name, rawTicket.contact?.name, requesterEmail.split('@')[0]);
   const subject = firstNonEmpty(rawTicket.subject, rawTicket.title, rawTicket.summary, 'No subject provided');
   const message = firstNonEmpty(rawTicket.message, rawTicket.description, rawTicket.body, rawTicket.text);
   const ticketId = firstNonEmpty(rawTicket.ticketId, rawTicket.id, rawTicket.external_id, rawTicket.conversationId, `incoming-${Date.now()}`);
   const ticketUrl = firstNonEmpty(rawTicket.ticketUrl, rawTicket.url, rawTicket.html_url);
   const sourceSystem = firstNonEmpty(rawTicket.source, rawTicket.helpdesk, rawTicket.system, 'webhook');
   const companyName = firstNonEmpty(rawTicket.company, rawTicket.organization?.name, rawTicket.account?.name);
   const domain = requesterEmail.includes('@') ? requesterEmail.split('@').pop() : '';
   const normalizedSubject = subject.toLowerCase().replace(/[^a-z0-9]+/g, ' ').trim().slice(0, 90);
   const normalizedMessage = message.toLowerCase().replace(/[^a-z0-9]+/g, ' ').trim().slice(0, 160);
   const dedupeKey = [requesterEmail || 'unknown-email', normalizedSubject || normalizedMessage || ticketId].join('::');
   const vipDomains = ['REPLACE_WITH_VIP_DOMAIN_1.com', 'REPLACE_WITH_VIP_DOMAIN_2.com'];
   const vipDomain = vipDomains.includes(domain);
   const missingFields = [];
   if (!requesterEmail) missingFields.push('requester email');
   if (!subject) missingFields.push('subject');
   if (!message) missingFields.push('message/body');
   
   return [{
     json: {
       receivedAt: new Date().toISOString(),
       sourceSystem,
       ticketId,
       ticketUrl,
       requesterEmail,
       requesterName,
       companyName,
       domain,
       subject,
       message,
       messagePreview: message.slice(0, 500),
       dedupeKey,
       vipDomain,
       defaultSlaMinutes: vipDomain ? 30 : 240,
       missingFields,
       hasMissingRequired: missingFields.length > 0,
       rawTicket,
     },
   }];

4. 验证必填字段并处理异常

   IF 节点检查 hasMissingRequired。若为 true，向 Slack #support-ops 发送错误告警（含缺失字段列表和 ticketId），并通过 Respond to Webhook 返回 HTTP 422 JSON（reason: missing_required_fields）。若验证通过，进入查重分支。

   运行提示词 · 来源原文。Slack 节点「Slack Intake Error Alert」的 Text 字段

   复制提示词

   Rejected malformed support ticket from {{$json.sourceSystem}}. Missing: {{$json.missingFields.join(", ")}}. Ticket ID: {{$json.ticketId}}

5. Google Sheets 查重

   Google Sheets 节点按 dedupeKey 列在「Support Audit Log」表中执行 lookup。若找到匹配（IF 节点判断 row_number/dedupeKey/ticketId 非空），向 #support-triage 发送重复通知，并返回 JSON 标记 duplicate: true。若无重复，继续进入 HubSpot enrichment 分支。

   运行提示词 · 来源原文。Slack 节点「Slack Duplicate Notice」的 Text 字段

   复制提示词

   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"}}

6. HubSpot 客户信息补全与 OpenAI 分类起草

   HTTP Request 节点向 HubSpot CRM API 搜索联系人（按 email），获取 firstname、lastname、company、lifecyclestage、hubspotscore。随后 HTTP Request 节点调用 OpenAI chat/completions（gpt-4o-mini，temperature 0.2，response_format: json_object），传入 system prompt 要求返回严格 JSON（category, priority, sentiment, confidence, internalSummary, suggestedRoute, replySubject, replyDraft, slaRiskReason），以及包含工单主题、发件人、公司、VIP 标识、HubSpot 上下文（截断至 1200 字符）和客户消息的 user prompt。两个节点均启用 Continue On Fail。

   运行提示词 · 来源原文。OpenAI HTTP 请求 messages[0].content（system role）

   复制提示词

   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.

   运行提示词 · 来源原文。OpenAI HTTP 请求 messages[1].content（user role），n8n 表达式模板，需在节点中保持原样

   复制提示词

   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}

7. 解析 AI 结果并路由决策

   Code 节点「Parse AI Triage + Fallback」解析 OpenAI 返回的 JSON（清理 markdown 代码块），若解析失败或 AI 报错则使用 fallback 值（category=general, priority 按 VIP 取 p1/p2, confidence=0.45, suggestedRoute=human_review）。计算紧急升级条件：VIP 域名、priority 为 p0/p1、sentiment=angry、category 为 security/billing、或主题/消息含 urgentKeywords（outage/down/breach 等）。同时判定 needsHumanReview：AI 失败、confidence<0.76、suggestedRoute=human_review 或已触发升级。输出 routeDecision 为 urgent_escalation / human_review / draft_ready。

   运行提示词 · 来源原文。n8n Code 节点「Parse AI Triage + Fallback」的 JS Code 字段

   复制提示词

   const ticket = $node["Normalize Ticket + SLA Profile"].json;
   const hubspot = $node["Enrich Contact in HubSpot"].json || {};
   const aiResponse = $input.first().json || {};
   
   const safeParseJson = (content) => {
     if (!content || typeof content !== 'string') return null;
     const cleaned = content.replace(/^\s*```(?:json)?/i, '').replace(/```\s*$/i, '').trim();
     try {
       return JSON.parse(cleaned);
     } catch (error) {
       return null;
     }
   };
   
   const content = aiResponse.choices?.[0]?.message?.content;
   const parsed = safeParseJson(content);
   const aiFailed = !parsed || Boolean(aiResponse.error);
   const fallback = {
     category: 'general',
     priority: ticket.vipDomain ? 'p1' : 'p2',
     sentiment: 'confused',
     confidence: 0.45,
     internalSummary: `Manual review needed for ${ticket.subject}. AI triage was unavailable or returned invalid JSON.`,
     suggestedRoute: 'human_review',
     replySubject: `Re: ${ticket.subject}`,
     replyDraft: `Hi ${ticket.requesterName || 'there'},\n\nThanks for reaching out. We received your request and our team is reviewing it now. We'll follow up with the next step shortly.\n\nBest,\nSupport`,
     slaRiskReason: aiFailed ? 'AI request failed or produced invalid output.' : 'Fallback route selected.',
   };
   const triage = { ...fallback, ...(parsed || {}) };
   const priority = String(triage.priority || fallback.priority).toLowerCase();
   const category = String(triage.category || fallback.category).toLowerCase();
   const sentiment = String(triage.sentiment || fallback.sentiment).toLowerCase();
   const confidence = Number(triage.confidence || fallback.confidence);
   const riskText = `${ticket.subject} ${ticket.message} ${triage.slaRiskReason || ''}`.toLowerCase();
   const urgentKeywords = ['outage', 'down', 'breach', 'security', 'data loss', 'cannot login', 'production', 'payment failed', 'chargeback'];
   const keywordEscalation = urgentKeywords.some((keyword) => riskText.includes(keyword));
   const protectedCategory = ['security', 'billing'].includes(category);
   const needsEscalation = ticket.vipDomain || ['p0', 'p1'].includes(priority) || sentiment === 'angry' || protectedCategory || keywordEscalation;
   const needsHumanReview = aiFailed || confidence < 0.76 || triage.suggestedRoute === 'human_review' || needsEscalation;
   const hubspotContact = Array.isArray(hubspot.results) && hubspot.results.length > 0 ? hubspot.results[0] : null;
   
   return [{
     json: {
       ...ticket,
       hubspotFound: Boolean(hubspotContact),
       hubspotContactId: hubspotContact?.id || '',
       hubspotLifecycleStage: hubspotContact?.properties?.lifecyclestage || '',
       hubspotScore: hubspotContact?.properties?.hubspotscore || '',
       category,
       priority,
       sentiment,
       confidence,
       suggestedRoute: triage.suggestedRoute || fallback.suggestedRoute,
       internalSummary: triage.internalSummary || fallback.internalSummary,
       replySubject: triage.replySubject || fallback.replySubject,
       replyDraft: triage.replyDraft || fallback.replyDraft,
       slaRiskReason: triage.slaRiskReason || fallback.slaRiskReason,
       needsEscalation,
       needsHumanReview,
       aiFailed,
       routeDecision: needsEscalation ? 'urgent_escalation' : needsHumanReview ? 'human_review' : 'draft_ready',
     },
   }];

8. 执行路由：升级、人工复核或生成草稿

   根据 routeDecision 分支处理： - urgent_escalation：HTTP Request 节点调用 Linear GraphQL API 创建 Issue（需替换 REPLACE_WITH_LINEAR_TEAM_ID），随后 Slack 节点向 #support-escalations 发送带 :rotating_light: 的紧急告警（含 priority、category、VIP 标识、internalSummary、ticketUrl/ticketId）。 - human_review：Slack 节点向 #support-triage 发送 :eyes: 人工复核通知（含 confidence、category、sentiment、internalSummary、replyDraft）。 - draft_ready：Gmail 节点创建回复草稿（收件人 requesterEmail，主题 replySubject，内容 replyDraft）。 无论哪条路径，最终都进入 Google Sheets 节点追加审计行（含 subject、category、priority、sentiment、confidence、routeDecision 等），并由 Respond to Webhook 返回最终 JSON（ok, ticketId, routeDecision, priority, category, humanReview）。

   运行提示词 · 来源原文。Slack 节点「Slack Urgent Routing Alert」的 Text 字段

   复制提示词

   :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)" : ""}}
   Summary: {{$node["Parse AI Triage + Fallback"].json.internalSummary}}
   Ticket: {{$node["Parse AI Triage + Fallback"].json.ticketUrl || $node["Parse AI Triage + Fallback"].json.ticketId}}

   运行提示词 · 来源原文。Slack 节点「Slack Human Review Queue」的 Text 字段

   复制提示词

   :eyes: Human review needed for {{$json.requesterEmail}} — {{$json.subject}}
   Confidence: {{$json.confidence}} | Category: {{$json.category}} | Sentiment: {{$json.sentiment}}
   AI summary: {{$json.internalSummary}}
   Suggested reply:
   {{$json.replyDraft}}

你是一个资深支持运营分析师助手。用户正在尝试复现 n8n 模板 19097（AI Support Triage）。请先确认用户已准备好以下凭证和环境：
1. n8n 实例（云或自托管）
2. Slack OAuth2（#support-ops、#support-triage、#support-escalations 权限）
3. Google Sheets OAuth2（可编辑审计表）
4. Gmail OAuth2（如需创建草稿）
5. HubSpot private app token（CRM 搜索权限）
6. OpenAI API key
7. Linear API key（或准备替换为 Jira/Asana）
8. Google Sheets「Support Audit Log」表含 dedupeKey 列

确认后，指导用户：
- 从 https://n8n.io/workflows/19097/ 导入模板
- 替换所有 REPLACE_WITH_* 占位值（Sheet ID、VIP 域名、Linear team ID、API key）
- 配置 webhook 端点 /ai-support-triage
- 用单个测试 payload 验证完整流程后再激活

注意：节点内的 OpenAI system prompt、user prompt 模板、Slack 消息模板和 JS 代码均已在模板中配置，无需额外编写；只需替换凭证和占位值即可运行。