Triage Support Emails to Jira

What It Does

Scans your Gmail inbox every hour for customer support emails, classifies each one by issue type and severity using AI, creates a structured Jira ticket with full context, and sends the customer a personalized acknowledgment email with their ticket reference number — completely automatically.

Why It Matters

Every minute a support email sits unread, your customer is losing trust. Manual triage means spending 20–30 minutes per day just reading, categorizing, and creating tickets — before any actual fixing happens. Worse, P0 critical issues (system down, data loss) get treated the same as cosmetic bugs because there's no triage system in place.

This workflow gives you enterprise-grade support operations from day one, whether you're a solo founder or a small engineering team without a dedicated support function.

How It Works

1. Scheduled Trigger — Runs every hour (cron: 0 * * * *) to check for new support emails.
2. Gmail (Read Inbox) — Fetches up to 10 unread emails from the last hour matching support keywords: bug, error, broken, issue, complaint, billing, urgent. If no matches are found, the workflow exits gracefully.
3. AI Agent (with Jira tool) — For each email, the AI agent performs the following:
   • Classifies issue type (Bug, Feature Request, Billing, How-To, Complaint, Security, Performance)
   • Assigns severity (P0 Critical → P3 Low)
   • Extracts customer details and error context
   • Creates a fully structured Jira issue with labels and priority mapping
   • Formats a personalized acknowledgment email
4. Gmail (Send Email) — Sends the acknowledgment to the customer with their Jira ticket key and expected response time.

Node Summary

What You Get

• Automatic issue classification into 7 types with P0–P3 severity scoring
• Fully structured Jira tickets with customer info, steps to reproduce, error messages, and labels
• Personalized acknowledgment email sent to the customer within 1 hour of their message
• Response time SLAs embedded in every acknowledgment:

• Zero missed support emails — runs 24/7 without manual intervention
• Audit trail — every ticket tagged customer-reported, auto-triaged, and with an issue type label

Who It's For

• Solo founders who handle their own support and want a professional triage system
• Engineering managers whose team gets direct customer bug reports with no process in place
• Small support teams who want to stop manually creating Jira tickets from emails
• DevOps engineers who receive incident and outage reports that need immediate P0 escalation

Setup

1. Connect your Gmail account (used for both reading inbox and sending acknowledgments).
2. Connect your Jira account via Atlassian OAuth and configure your Jira project key in the connector settings.
3. Run a test to confirm emails are being fetched and Jira tickets are created correctly.

Customize It

• Gmail filter keywords — Change the search keywords to match your product's vocabulary (e.g., add "outage", "login", "payment").
• Jira project key — Update it to match your team's board.
• Acknowledgment email signature — Edit from "[Your Support Team Name]" to your actual team or product name.

Timezone Note

The workflow runs on UTC. If you want it to scan only during business hours, adjust the cron expression. For example, 0 9-18 * * 1-5 runs from 9 AM to 6 PM UTC, Monday through Friday.