{"product_id":"ai-support-ticket-triage-in-n8n-gmail-google-sheets","title":"AI Support Ticket Triage in n8n: Gmail \u0026 Google Sheets","description":"\u003ch3\u003eAI support ticket triage for n8n—Gmail \u0026amp; Google Sheets\u003c\/h3\u003e\n\u003cp\u003eStreamline 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.\u003c\/p\u003e\n\n\u003ch3\u003eWhat this workflow does\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReceives tickets via webhook\u003c\/strong\u003e and validates required fields, \u003cstrong\u003eredacting\u003c\/strong\u003e emails, phone numbers, card-like numbers, and token-like strings before any AI processing.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eChecks Google Sheets for duplicates\u003c\/strong\u003e by looking for an existing open ticket from the same customer and loads the customer tier and related knowledge base articles.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eMatches ticket content to knowledge base keywords\u003c\/strong\u003e and sends the \u003cem\u003eredacted\u003c\/em\u003e ticket plus customer\/context details to \u003cstrong\u003eOpenAI\u003c\/strong\u003e to generate a structured \u003cstrong\u003eJSON triage result\u003c\/strong\u003e (category, urgency, confidence, summary, and suggested reply).\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eComputes SLA due time\u003c\/strong\u003e based on urgency and customer tier, flags duplicates and \u003cstrong\u003elow-confidence\u003c\/strong\u003e classifications, and determines whether human escalation is required.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eLogs results to Google Sheets\u003c\/strong\u003e by appending the enriched ticket record to the \u003cstrong\u003eTickets\u003c\/strong\u003e tab. When escalation is needed, it also appends an entry to the \u003cstrong\u003eEscalation Log\u003c\/strong\u003e tab and sends an escalation email via \u003cstrong\u003eGmail\u003c\/strong\u003e.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReturns a JSON acknowledgment\u003c\/strong\u003e to the webhook caller with the ticket ID, classification, SLA due time, and suggested reply.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eRuns every morning\u003c\/strong\u003e to find open tickets that are overdue or within \u003cstrong\u003e4 hours of SLA breach\u003c\/strong\u003e and sends the daily digest by email.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eRoute urgent incidents faster by automatically flagging high-urgency tickets and notifying your team via Gmail.\u003c\/li\u003e\n  \u003cli\u003eReduce repetitive questions using knowledge base matching and duplicate detection in Google Sheets.\u003c\/li\u003e\n  \u003cli\u003eProtect sensitive data by redacting emails, phone numbers, card-like numbers, and token-like strings before AI runs.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eTechnical details\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003en8n workflow\u003c\/strong\u003e using nodes: \u003cem\u003eif\u003c\/em\u003e, \u003cem\u003ecode\u003c\/em\u003e, \u003cem\u003egmail\u003c\/em\u003e, \u003cem\u003ewebhook\u003c\/em\u003e, and \u003cem\u003esticky note\u003c\/em\u003e (with \u003cem\u003ehttp request\u003c\/em\u003e to OpenAI).\u003c\/li\u003e\n  \u003cli\u003ePrimary storage and logging in \u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e (Tickets tab + Escalation Log tab).\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45905433985203,"sku":"N8N-18739","price":28.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/ZRIPCORePTnWB4D0sRtqb_506SHVAV.png?v=1787821791","url":"https:\/\/buyflowscripts.com\/products\/ai-support-ticket-triage-in-n8n-gmail-google-sheets","provider":"N8N Commerce","version":"1.0","type":"link"}