zendesk-ai-priority-classifier.json

{
  "name": "Zendesk AI Priority Classifier",
  "nodes": [
    {
      "id": "zendesk-trigger",
      "name": "Zendesk Trigger",
      "type": "n8n-nodes-base.zendeskTrigger",
      "typeVersion": 1,
      "position": [0, 0],
      "parameters": {
        "service": "support",
        "conditions": {
          "all": [
            {
              "field": "status",
              "operation": "is",
              "value": "new"
            }
          ]
        }
      },
      "credentials": {
        "zendeskApi": {
          "id": "zendesk",
          "name": "Zendesk account"
        }
      }
    },
    {
      "id": "anthropic-model",
      "name": "Claude Sonnet 4.5",
      "type": "@n8n/n8n-nodes-langchain.lmChatAnthropic",
      "typeVersion": 1.3,
      "position": [220, 200],
      "parameters": {
        "model": {
          "mode": "id",
          "value": "claude-sonnet-4-5-20250929"
        }
      },
      "credentials": {
        "anthropicApi": {
          "id": "anthropic",
          "name": "Anthropic account"
        }
      }
    },
    {
      "id": "information-extractor",
      "name": "Classify Priority",
      "type": "@n8n/n8n-nodes-langchain.informationExtractor",
      "typeVersion": 1.2,
      "position": [220, 0],
      "parameters": {
        "text": "={{ $json.subject }}: {{ $json.description }}",
        "schemaType": "fromAttributes",
        "attributes": {
          "attributes": [
            {
              "name": "priority",
              "type": "string",
              "description": "The priority level. MUST be exactly one of these lowercase values: low, normal, high, urgent. Use the criteria: urgent=system down/security/data loss/revenue impact, high=major feature broken/workflow blocked, normal=issue with workaround/general questions, low=cosmetic issues/feature requests",
              "required": true
            },
            {
              "name": "explanation",
              "type": "string",
              "description": "A brief 1-2 sentence explanation of why this priority level was assigned, suitable for an internal support note",
              "required": true
            }
          ]
        },
        "options": {
          "systemPromptTemplate": "You are a support ticket priority classifier. Analyze the ticket content and determine the appropriate priority level.\n\nPriority Guidelines:\n- URGENT: System completely down, security breach, data loss risk, significant revenue impact, or many users affected simultaneously\n- HIGH: Major feature not working, significant workflow blocked, time-sensitive business deadline affected\n- NORMAL: Feature issue but workaround exists, general questions, moderate business impact\n- LOW: Minor cosmetic issues, feature requests, documentation questions, nice-to-have improvements\n\nAlways respond with the priority in lowercase (low, normal, high, urgent) and provide a clear, professional explanation."
        }
      }
    },
    {
      "id": "zendesk-update",
      "name": "Update Ticket Priority",
      "type": "n8n-nodes-base.zendesk",
      "typeVersion": 1,
      "position": [440, 0],
      "parameters": {
        "resource": "ticket",
        "operation": "update",
        "id": "={{ $('Zendesk Trigger').item.json.id }}",
        "jsonParameters": true,
        "updateFieldsJson": "={\n  \"priority\": \"{{ $json.priority }}\",\n  \"comment\": {\n    \"body\": \"🤖 AI Priority Assessment:\\n\\n{{ $json.explanation }}\\n\\n---\\nPriority automatically set to: {{ $json.priority.toUpperCase() }}\",\n    \"public\": false\n  }\n}"
      },
      "credentials": {
        "zendeskApi": {
          "id": "zendesk",
          "name": "Zendesk account"
        }
      }
    },
    {
      "id": "sticky-note",
      "name": "Workflow Documentation",
      "type": "n8n-nodes-base.stickyNote",
      "typeVersion": 1,
      "position": [-200, -150],
      "parameters": {
        "content": "## Zendesk AI Priority Classifier\n\n**Purpose**: Automatically classify new Zendesk tickets by priority using Claude Sonnet 4.5\n\n**How it works**:\n1. Triggers when a new ticket is created in Zendesk\n2. Sends ticket subject + description to Claude for analysis\n3. Claude determines priority (low/normal/high/urgent) with explanation\n4. Updates the ticket's priority field and adds an internal note\n\n**Priority Guidelines**:\n- **Urgent**: System down, security breach, data loss, revenue impact\n- **High**: Major feature broken, workflow blocked\n- **Normal**: Issue with workaround, general questions\n- **Low**: Cosmetic issues, feature requests\n\n**Note**: The internal comment is private (not visible to customers)"
      }
    }
  ],
  "connections": {
    "Zendesk Trigger": {
      "main": [
        [
          {
            "node": "Classify Priority",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Claude Sonnet 4.5": {
      "ai_languageModel": [
        [
          {
            "node": "Classify Priority",
            "type": "ai_languageModel",
            "index": 0
          }
        ]
      ]
    },
    "Classify Priority": {
      "main": [
        [
          {
            "node": "Update Ticket Priority",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  },
  "settings": {
    "executionOrder": "v1"
  }
}