AI Support Ticket Triage in n8n: Gmail & Google Sheets

AI support ticket triage for n8n—Gmail & Google Sheets

Streamline your support pipeline with privacy-safe AI triage in n8n. This workflow validates incoming tickets, detects duplicates, matches against your knowledge base, applies SLA deadlines by customer tier, and escalates urgent or low-confidence cases to humans—while logging everything in Google Sheets.

What this workflow does

• Receives tickets via webhook and validates required fields, redacting emails, phone numbers, card-like numbers, and token-like strings before any AI processing.
• Checks Google Sheets for duplicates by looking for an existing open ticket from the same customer and loads the customer tier and related knowledge base articles.
• Matches ticket content to knowledge base keywords and sends the redacted ticket plus customer/context details to OpenAI to generate a structured JSON triage result (category, urgency, confidence, summary, and suggested reply).
• Computes SLA due time based on urgency and customer tier, flags duplicates and low-confidence classifications, and determines whether human escalation is required.
• Logs results to Google Sheets by appending the enriched ticket record to the Tickets tab. When escalation is needed, it also appends an entry to the Escalation Log tab and sends an escalation email via Gmail.
• Returns a JSON acknowledgment to the webhook caller with the ticket ID, classification, SLA due time, and suggested reply.
• Runs every morning to find open tickets that are overdue or within 4 hours of SLA breach and sends the daily digest by email.

Use cases

• Route urgent incidents faster by automatically flagging high-urgency tickets and notifying your team via Gmail.
• Reduce repetitive questions using knowledge base matching and duplicate detection in Google Sheets.
• Protect sensitive data by redacting emails, phone numbers, card-like numbers, and token-like strings before AI runs.

Technical details

• n8n workflow using nodes: if, code, gmail, webhook, and sticky note (with http request to OpenAI).
• Primary storage and logging in Google Sheets (Tickets tab + Escalation Log tab).