AI-Powered Outlook Support Email Triage and JIRA Issue Creation

This workflow is ideal for:

• Support Teams: Teams managing support tickets who need to efficiently triage and prioritize incoming requests.
• IT Departments: Organizations that rely on JIRA for issue tracking and require automated ticket creation from emails.
• Project Managers: Individuals who oversee project tasks and need to ensure timely responses to support inquiries.
• Automation Enthusiasts: Users looking to streamline their processes and reduce manual workload through automation.

This workflow addresses the challenge of managing incoming support emails by automating the triaging and prioritization of tickets. It ensures that:

• Support requests are processed promptly and efficiently.
• Each request is labeled and prioritized based on its content, reducing the risk of overlooking critical issues.
• JIRA issues are created automatically, saving time and minimizing manual entry errors.

1. Scheduled Trigger: The workflow initiates on a defined schedule (every hour) to fetch recent messages from a designated Outlook inbox.
2. Retrieve Recent Messages: The workflow retrieves all support emails received in the last hour, ensuring that only new requests are processed.
3. Mark as Seen: A deduplication step is performed to ensure that emails already processed in previous executions are not re-processed.
4. Markdown Conversion: The body of each email is converted from HTML to Markdown format for easier parsing and readability.
5. Generate Issue from Support Request: An AI model analyzes the email content to classify, prioritize, and rewrite the issue summary and description.
6. Structured Output Parsing: The AI-generated output is structured into a defined format, extracting labels, priority, summary, and description.
7. Create JIRA Issue: Finally, a new issue is created in JIRA using the structured data, allowing for immediate action on the support request.