Workflow Automation in Support
Automatically Sort Tickets
New ticket arrives
Attach data
LLM enhances the content
summarizes, identifies gaps, translates
RAG reviews old cases
Organize & Prioritize
User takes over
People make decisions based on the full context
Support Without Automation
Without workflow automation, support agents have to go through the same process for every ticket: gathering context, reviewing the history, and assessing the urgency. It takes time before an answer even emerges.
Manual Research
Agents have to click through CRM systems, contract data, and old tickets just to be able to figure out the case at all.
Incorrect Prioritization
Without an SLA or contractual context, urgent cases end up in the same queue as non-critical requests.
Data must not be leaked
U.S. cloud services often exclude customer data from tickets. The solution must run on-premises.
How we work with you
Four steps, the same for every NETWAYS solution. From analyzing your support process to implementing fully automated processes during ongoing operations.
Analysis & Concept
→ We only automate what actually saves time.
Setup & Integration
n8n is deployed within your organization and connected via APIs to your ticketing system, CRM, and knowledge bases.
→ A seamless integration instead of a standalone solution that breaks down later.
Commissioning & RAG
The workflows go live: Tickets are enriched, classified, and provided with solutions from past cases using RAG.
→ People remain stuck in a loop. The AI makes suggestions, but it doesn't make decisions on its own.
Support & Operations
→ Updates and availability won't take up any of your time.
Building Blocks of Automation
Four building blocks that can be implemented individually or in combination, depending on where you have the greatest leverage.
Collect ticket context
As soon as a ticket is received, the workflow retrieves the customer status, support contract, and SLA from the connected systems and attaches them all to the ticket.
Result: fewer follow-up inquiries, proper prioritization according to the SLA.
LLM processes the content
In the background, a language model summarizes long threads, extracts error messages and system data from the body of the text, identifies missing required information, and translates foreign-language inquiries—all before an agent even opens the ticket.
Result: Agents read a clear summary instead of wading through raw text.
Classify & Prioritize
Result: shorter processing time, higher first-contact resolution.
Solutions from Past Cases
Using RAG, the system semantically searches previous tickets and the knowledge base and presents the agent with appropriate response templates.
Effect: Knowledge gained from solved cases becomes immediately usable again.
The Benefits of Workflow Automation
Full context for support · Time savings · High quality
Processed faster
Searching, processing, and sorting are done automatically. Agents read a finished synopsis and spend their time solving problems, not searching.
Prioritized correctly
Urgent and contractually guaranteed cases are identified and given priority, without any manual triage.
Data remains in-house
Workflows and models run in your data center or at NETWAYS Managed Services. No sensitive tickets leave the EU.
What is your solution built with?
We offer you proven open-source components. You decide which parts you’ll handle yourself and where you’ll use our services.
n8n
Open-source platform for workflow and process automation. It connects the ticketing system, CRM, and knowledge bases via visual nodes without the need for extensive programming. It is managed entirely in-house, so no ticket data is shared with a third-party SaaS provider.
Open WebUI
A familiar chat interface for the connected models. Agents use it to search through existing knowledge and generate suggested answers, similar to ChatGPT, but internally. It’s easy to use right away, with no training required.
Snipe-IT
Central database for hardware and software inventory. It provides the asset context for the ticket workflow. So, which device, which license, and which contract are associated with the transaction. Scattered lists are transformed into a reliable source that can be integrated with automation.
vLLM
High-performance inference backend for running your own language models. It provides the computing power needed to aggregate, classify, and enrich tickets. This means that AI processing takes place on your hardware or at NETWAYS Managed Services, not in an external cloud.
We’ll integrate what you’re already using with
n8n comes with native integrations for over 400 systems, and everything else can be added via API. A selection of the tools that our workflows typically integrate with:
Ticket Systems & Help Desk
- Jira Service Management
- Zendesk
- Freshdesk
- Zammad
- OTRS
- ServiceNow
Communication
- Slack
- Microsoft Teams
- Rocket.Chat
- Mattermost
- Telegram
Data & Office
- Microsoft 365
- Google Workspace
- PostgreSQL / MySQL
- Excel / Google Sheets
CRM
- Salesforce
- HubSpot
- Microsoft Dynamics
Knowledge & Documentation
- Confluence
- BookStack
- Notion
- SharePoint
Questions & Answers
Frequently Asked Questions About This Solution
How do I automate support tickets?
You can automate support tickets by using a workflow engine like n8n to connect your ticketing system to other sources. Every time a new ticket is created, a defined process runs automatically: enrich the context, classify it, search for similar cases, and attach the results to the ticket. We'll replicate your existing process in these workflows.
What is n8n?
n8n is the open-source platform we use to technically implement this workflow automation. It connects systems via visual nodes, without any in-depth programming, and can be operated entirely in-house.
Can AI categorize tickets?
Yes, AI can categorize tickets. A language model categorizes them by type, urgency, and tone, and can route them to the appropriate team. The classification remains a suggestion; the final decision and response are still made by people (human-in-the-loop).
What does “content enrichment” of a ticket mean?
Content enrichment means that a language model processes the ticket content itself: It summarizes long threads, extracts error messages and system information from the body text, identifies missing required fields, and translates foreign-language inquiries. The agent then opens the ticket with a clear summary instead of the raw text; this happens entirely in the background.
What is RAG?
RAG stands for Retrieval Augmented Generation. Instead of just responding based on training data, the model first searches your own data—such as past tickets and the knowledge base—and uses the content it finds as a basis for its response. This is how suggested answers based on the company's own knowledge are generated.
Is this GDPR-compliant?
Yes, the entire workflow automation is GDPR-compliant. The workflow engine, RAG, and model run in the company’s own data center or in the German, ISO-certified NWS Cloud. This means that customer data from tickets never leaves the company or the EU.
What is ticket automation?
Ticket automation refers to the process by which recurring steps in support are handled automatically: gathering context, enriching ticket content, classifying tickets, and suggesting appropriate solutions based on past cases. Only the answer and the final decision are up to the individual.
How much does workflow automation cost in customer support?
The cost of workflow automation depends on the scope: the number of connected systems, the complexity of the workflows, and whether we handle operations and maintenance or your team manages it on its own. During the initial consultation, we will work together to assess the effort and benefits involved.
