Categories / Customer Support & Inbox

Custom AI agent for support tickets (n8n via Plain)

Business

n8n (open-source workflow automation product company); support team grew from ~8; framed as their own support ops

Task

bring-your-own AI agent on Plain API labels/routes tickets and auto-handles majority of volume

Result

AI in front of 60% of tickets; ticket volume 100→2,000+/week (20×) while team only ~doubled; response times from 2–3 weeks to hours (enterprise ~6–8 hrs); AI said to do work of ~10 people

Tools

• Plain (API-first helpdesk)
• custom AI agent built with n8n
• Metabase reporting
• Slack/email/portal channels

Setup

1. migrate to Plain → GraphQL API onboarding → ship AI integration ~1.5 weeks after go-live
2. multi-channel unified inbox
3. auto-label/assign
4. webhooks → Metabase

Source

changelog.plain.com ↗

Specifics rating

high specifics high = concrete numbers/quotes; med = partial; low = qualitative

Results as reported by the source; not independently verified.