This template helps support and engineering teams automatically manage and resolve long-lived or forgotten JIRA issues using AI. It leverages OpenAI-powered agents, sentiment analysis, and knowledgebase lookups to classify, resolve, or escalate tickets — reducing manual workload while improving customer experience.
The workflow periodically checks for unresolved issues, evaluates their state, and intelligently decides whether to:
- Autoclose with a message
- Attempt an AI-generated resolution
- Escalate negative cases
- Remind participants about pending responses
This ensures faster turnaround times, reduced backlog, and higher customer satisfaction.
Features
- Scheduled Automation – Daily trigger to find unresolved JIRA issues older than 7 days.
- Parallel Processing – Each issue runs in its own subworkflow for scalability.
- AI-Powered Classification – Uses LLMs to determine issue state (resolved, blocked, or unattended).
- Sentiment Analysis – Detects customer satisfaction before closure, escalating negative outcomes.
- KnowledgeBase Integration – Searches similar JIRA issues and Notion docs to provide AI-driven solutions.
- Smart Auto-Closure – Posts resolution or autoclose messages and closes tickets automatically.
- User Feedback Requests – Request reviews on successful resolutions.
- Slack Notifications – Alerts teams about negative sentiment or unresolved issues.
- Reminders for Stalled Issues – AI-generated reminders re-engage participants when needed.
