Support Ticket Automation
Moving a fragmented, email-only support operation into a centralized, automated Jira workflow. No new tools for B2B partners or end users to learn, no change to how they communicate.
Seamless.
Volume
up to 5K support tickets per month
Stack: Microsoft Azure, n8n, JIRA API + Custom fields, LLM, WordPress + CF7
Challenge: Secure two-way synchronization inside Microsoft Azure.
User Experience
100% friction-free
No accounts to create, no logins.
Users just keep emailing as they always have.
The Challenge
The non-negotiable constraint was that the solution could not force users to adopt a new portal or change their communication habits.
As-Is State
Not fit for purpose.
The client managed incoming requests through standalone, context-free emails.
Growing pains
An embarrassment of riches.
As volumes grew, operations descended into chaos: no tracking, no history, and no way to keep internal and external communication inside a single task.
Unfit by design
Bailing out the ocean with a bucket.
Handoffs between departments were manual and unreliable.
The Solution
The non-negotiable constraint was that the solution could not force users to adopt a new portal or change their communication habits.
AI-Driven Classification
Classification is not based on form fields, but on AI analysis of the actual email content.
- Incoming emails are analyzed in real time by an LLM.
- LLM reads the content, understands the context, and automatically classifies the request.
- LLM assigns the correct department, extracts key information, and structures the ticket.
Standardized Intake
A Contact Form 7 on the WordPress site is available as an alternative channel.
- When the contact form on the WordPress site is used, it collects basic data upfront.
- But the main intelligence layer still relies on AI to analyze and properly route even form submissions.
API Routing
Form submissions flow directly into JIRA.
- Submissions create structured tickets with custom fields that are automatically routed to the correct department.
Two-Way Email Sync
When a support employee comments in JIRA, the system emails the requester.
- When the client or consumer replies, AI captures the message and matches it to the right ticket.
- Then the AI adds the body and attachments as a new comment in Jira.
- When a support employee comments in Jira, the system answers the requester in the same form and channel the request was placed in.
AI Data Cleansing
An LLM automatically strips redundant email history.
- The AI keeps Jira logs and email clean and focused on the latest substantive input.
Acquisition is half the job
Retention beats acquisition on cost. That makes support processes a core driver of marketing ROI. Spending heavily to win customers and then leaving them unsupported defeats the purpose.
Results & Business Impact
A single, fully auditable support channel for every case.
Made task handoffs between departments seamless.
Delivered full backend automation with zero change management friction for end users.