Automatically enrich and categorize support tickets
WORKFLOW AUTOMATION
Every new ticket reaches the team with all the relevant context: customer data, contract status, and relevant solutions from previous cases—all automatically compiled before anyone even looks at it. Built with n8n, compliant with data protection regulations and hosted in-house.
New ticket arrives
Attach data
LLM enhances the content
summarizes, identifies gaps, translates
RAG reviews old cases
Organize & Prioritize
User takes over
with the full context—people decide
The Problem
In support, the same steps are repeated for every case: 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—a solution must be hosted in-house.
How we work with you
Four steps, the same for every NETWAYS solution—from analyzing your support process to fully automated processes in live operation.
Analysis & Concept
We'll take a look at your support process and ticket system and determine which steps are worth automating.
→ We only automate what actually saves time—it’s not an end in itself.
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.
→ Humans remain in the loop—AI makes suggestions but does not make decisions.
Support & Operations
If you'd like, we can take full responsibility for operating and maintaining the workflows—or train your team to manage them on their own.
→ Updates and availability won't take up any of your time.
What’s Happening Behind the Scenes
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—even before an agent opens the ticket.
Result: Agents read a clear summary instead of wading through raw text.
Classify & Prioritize
The model determines the category, urgency, and sentiment, and routes the ticket to the right team—instead of having someone sort each request manually.
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.
What You’ll Achieve
Support starts with the full context, saves time, and improves 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 manual triage.
Data remains in-house
Workflows and models run in your data center or at NWS—no sensitive tickets leave the EU.
What is your solution built with?
Tried-and-true open-source components. You decide which components you’ll manage yourself and where you’ll rely on NETWAYS services.
n8n
Open WebUI
Snipe IT
vLLM
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
