AI-Powered Ticket Routing From a Single Slack Mention
Turned a plain Slack message into a fully assigned ClickUp ticket, automatically.
Manually opening ClickUp, picking the right space, filling in ticket details, and tracking down who should own it
~6 hrs/week
The Challenge
IT, EA, bookkeeping, and every other department had their own way to raise a ticket, and every one of them meant someone manually opening ClickUp, picking the right space, filling in the details, and figuring out who should own it. Requests posted in Slack got buried in busy channels, nobody had one place to check what was still pending, and there was no way to just describe a problem in plain language and have it land as a real ticket.
The Solution
I built an AI ticket router that turns a Slack @mention into a finished ClickUp task. A webhook watches for department mentions, and a Ticket Request Watcher workflow routes each one straight to the right agent (IT, EA, or bookkeeping) while replying in Slack right away so the requester isn't left hanging. Each agent workflow hands the raw message to an OpenAI-powered AI Agent with a structured output parser, which pulls the ticket details out of the free-form request instead of needing a rigid form. It looks up the requester's ClickUp ID against an Airtable credentials base, creates the task with the right custom fields, and confirms it in the original Slack thread. A daily digest posts pending requests to Slack so nothing sits forgotten, and a supporting workflow keeps the Airtable base synced whenever a new ClickUp user needs linking.
How It Works
The Results
Anyone can raise a ticket by just typing a message in Slack, no need to learn which ClickUp space to use or fill out a form. The AI agent handles the interpreting and assigning, so tickets stop sitting unassigned because nobody knew who should own them. The daily digest means nothing gets lost in a busy channel, and adding a new department just means adding another agent workflow, not rebuilding the intake process.
Tools & Technologies Used
How To Create This
- Build a Ticket Request Watcher workflow that receives the Slack @mention webhook, uses a Switch node to route by department, and responds to Slack immediately so the requester isn't left waiting
- Build a department-specific agent workflow (IT, EA, etc.) that receives the routed request and passes the raw message to an OpenAI-powered AI Agent node with a structured output parser
- Use the AI Agent's structured output to extract the ticket title, description, and requester details from the free-form Slack message
- Look up the requester's ClickUp user ID by querying an Airtable credentials base by email or Slack ID
- Create the ClickUp task with the correct custom fields set, then reply in the original Slack thread to confirm the ticket was created
- Add a scheduled workflow that pulls pending ClickUp tasks and posts a daily summary to Slack so nothing goes untouched
- Build a supporting workflow that keeps the Airtable credentials base in sync whenever a new ClickUp user needs to be linked to their Slack account
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