Customer ops · workflow

Payment support ticket automation — 70% resolved without human agent

Koralplay's support team was overwhelmed with payment-related support tickets — failed transactions, refund requests, payment confirmations. Most were repetitive queries requiring database lookups and templated responses.

How it works

Common implementation structure

How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.

Stage 1 · Support ticket

New payment-related ticket created. n8n classifies intent automatically.

Tools used

n8n · partnerPayment APISupport platformCustomer DB

Outcome

70% of payment support tickets resolved without a human agent. Support team capacity freed for complex issues and relationship management. 'It's a virtuous circle. With n8n, the business moves forward, customers get a better experience, and teams can focus on work that really matters.' — Koralplay team.

What failed first

First version tried to auto-resolve all tickets — created errors on edge cases customers hadn't experienced before. Added a confidence threshold: only auto-resolve tickets above 90% pattern match confidence. Below that, route to human with enriched context.

Results

Time saved70% ticket deflection

VolumeThousands/month

Running sinceFeb 2025

Source

Koralplay case study: Automates 70% of payment support tickets with n8n (n8n.io)Referenced in n8n official case studies. Named company and direct quote from the Koralplay team.

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