StacksGPT
Customer Support

Resolve Long-Running Jira Support Issues with AI

Review unresolved Jira issues on a schedule, classify their state with AI, and remind, close or try to answer them from your knowledge base.

The Problem

Support tickets stall for days waiting on a reply from the customer or the team. Chasing them one by one is repetitive work.

How This Template Solves It

A support team runs the workflow on a schedule. For each issue left unresolved longer than you allow, it reads the comment thread and decides whether the issue is resolved, waiting for more information or still waiting. Resolved threads get a sentiment check, and stuck ones get a reminder or an answer drawn from your Notion knowledge base.

How It Works

  1. 1Searches Jira on a schedule for long-running unresolved issues and processes each one separately.
  2. 2Fetches the issue's comments and combines them into one thread for the AI.
  3. 3A text classifier labels the state: resolved, pending more information or still waiting.
  4. 4Resolved issues get a sentiment check that decides between asking for a review and escalating.
  5. 5Other issues get a reminder, or a knowledge base agent searches Notion for an answer.

What You Need

  • A Jira Software Cloud account
  • A Notion knowledge base
  • An OpenAI API key
  • A Slack workspace

What Stays Under Your Control

  • You define how long an issue can stay open before it counts as long-running.
  • People handle escalations.

Watch Out For

  • Check the agent's answers before letting it post on customer-facing issues.
  • The knowledge base agent is told to answer only from retrieved documents. Keep that instruction.

Step-by-Step Blueprint

This template is the starting point for a full guide with setup steps and prompts:

Adapted from a community workflow template. Before publishing we removed credentials, account and file IDs, email addresses and sample data. The original author's setup notes are kept inside the workflow file.

More Customer Support Templates

Customer Support

Track Sentiment on Active Support Issues

Analyze the mood of comments on active Linear issues, track changes in Airtable and alert Slack when an issue turns negative.

Starts on: Airtable change, Schedule

AirtableOpenAISlack