# Review Zendesk escalations with OpenAI, Qdrant, Slack and human approval

> Quick overview This workflow ingests Zendesk escalation events via a secured webhook, uses OpenAI plus Qdrant knowledge to draft an evidence-backed action plan, and routes it to Slack for human approval before writing a guarded private note back to Zendesk, while tracking state in PostgreSQL and caching snapshots in Redis. How it works 1. Receives a POST webhook event containing an eventId and Zendesk ticketId, validates the payload, and loads tenant deployment configuration from PostgreSQL. 2. Atomically claims the event in PostgreSQL for idempotent processing, acknowledges the request, and fetches the current Zendesk ticket. 3. Loads a short-lived redacted conversation snapshot from Redis or fetches the latest public Zendesk comments, then stores the redacted snapshot back in Redis. 4. Enriches the case with account facts from PostgreSQL and runs OpenAI specialists to triage, research against tenant-approved Qdrant documents, decide a recommendation, draft a private-note action plan,

- **Domain**: `n8n-workflow-19633.n8n.io`
- **Provider**: n8n.io (https://n8n.io)
- **Kind**: workflow
- **Live-responds (last probe)**: None
- **Signed card**: False
- **Streaming**: False
- **Quality score**: 40%

## URLs
- Agent card: https://n8n.io/workflows/19633
- Page (HTML): https://agenstry.com/agents/n8n-workflow-19633.n8n.io
- Documentation: https://n8n.io/workflows/19633