Customer support · Production

Koralplay automates 70% of payment support tickets with n8n, saving 616 hours per week

The problem

Koralplay's Level 2 support team manually handled blocked-payment tickets by logging into the back office, authenticating through multi-factor security, looking up transactions, and messaging customers — a process taking 10–15 minutes per ticket. Other teams faced similar friction: reporting required manual SQL queries and email distribution, engineering lacked a standard release-notes process, and QA had unreplaced manual steps.

Workflow diagram · grounded in source
1
Customer reports blocked payment
trigger
“When a customer reports a blocked payment, n8n now handles what used to require a support agent to manually log into the back office, authenticate through multi-factor security, look up the transaction, check regulatory status, and messa…”
2
Secure authentication
integration
“from secure authentication with session management”
3
Transaction enrichment and regulatory check
validation
“transaction enrichment and regulatory verification”
4
Ticket update in Notion
integration
“updating the ticket in Notion”
5
Customer notification
output
“notifying the customer”
Reported outcome

Koralplay automated 70% of payment support ticket handling in one market, saving 616 hours per week and cutting per-ticket resolution from 10–15 minutes to about 70 seconds.
With over 4,000 workflow executions per week in production and roughly 60 of 85 employees using n8n daily, n8n became critical operational infrastructure.

Reported metrics
Hours saved per week616 hours per week
Payment support ticket handling automated70%
Ticket resolution time10-15 minutes per ticket now happens in about 70 seconds
Workflow executions per week in productionover 4,000
Show all 6 reported metrics
hours saved per week616 hours per week
payment support ticket handling automated70%
ticket resolution time10-15 minutes per ticket now happens in about 70 seconds
workflow executions per week in productionover 4,000
daily n8n usersroughly 60 out of 85
employee sentiment — free from busyworkfeel free from busywork and repetitive tasks
Reported stack
n8nSlackNotion
Source
https://n8n.io/case-studies/koralplay/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Koralplay automated 70% of payment support ticket handling in one market, saving 616 hours per week and cutting per-ticket resolution from 10–15 minutes to about 70 seconds.

What tools did this team use?

n8n, Slack, Notion.

What results were reported?

Hours saved per week: 616 hours per week; Payment support ticket handling automated: 70%; Ticket resolution time: 10-15 minutes per ticket now happens in about 70 seconds; Workflow executions per week in production: over 4,000 (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer reports blocked payment → Secure authentication → Transaction enrichment and regulatory check → Ticket update in Notion → Customer notification.

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