IT ticket triage with weekly client report
New tickets are sorted by priority and category the moment they arrive, and each client gets a weekly summary without anyone typing it.
IT support providers and internal IT teams that sort a shared queue by hand and report to clients or managers every week.
“Someone sorts the queue by hand every morning and the urgent ones can sit unseen. Then on Friday we lose hours writing each client's summary.”
How it works
- A working n8n workflow, set up on your accounts.
- Every ticket given a priority, a category, a first step and a draft reply.
- An alert to the on-call tech on P1 tickets.
- A weekly summary per client, written from counts done in code.
- A triage scorecard against human grading of sample tickets.
Twenty fictional tickets were triaged. Five were P1 and raised an alert. Four client reports were produced, one per fictional client.
Test run on 2026-10-04, fictional company data, AI step answered with stored answers. Not a client result.
ROI worksheet: fill in your own numbers
Work down lines A to J. Blue column shows one worked example.| Line | Item | Formula | Your number | Example (made-up) |
|---|---|---|---|---|
| A | Hours per week on tickets and client reports | 10 | ||
| B | People doing that work | 2 | ||
| C | Cost per hour, per person (A$) | 60 | ||
| D | Weeks worked per year | 48 | ||
| E | Cost of this work each week (A$) | A x B x C | 1,200 | |
| F | Cost of this work each year (A$) | E x D | 57,600 | |
| G | Share of that time you expect to free up (%) | your estimate | 30 | |
| H | Time value freed each year (A$) | F x G / 100 | 17,280 | |
| I | Yearly cost of running the automation (A$) | from a quote | 4,000 | |
| J | Yearly difference (A$) | H - I | 13,280 |
The example numbers are made up to show the arithmetic. They are not a forecast, and results depend on your own process and volumes.