service_tickets — Overview

The Tickets service connects the Dashboard to Plenty Messenger and n8n for AI-assisted customer support. Agents draft replies in n8n; humans review and send them to Plenty from the UI.

Primary API prefix: /api/v1/tickets

Source: backend/service_tickets

n8n integration

Document	Description
n8n workflow guide	Webhook payload, callback API, attachment proxy, configuration, and database fields
n8n agent prompts (Deutsch)	Routing agent, six specialized agents, system prompts, tools, and callback format

Typical flow: Dashboard triggers POST /workflow/generate → n8n runs routing + specialist agent → n8n POSTs generate_complete to the callback URL → WebSocket pushes the draft to the UI → user edits draft → Dashboard sends reply to Plenty.

Live updates use WS /api/v1/tickets/ws (message type ai_draft_update). The UI no longer polls GET /ai-responses while waiting for n8n.