AI Support Ticket Triage with Gemini, Trello & Gmail (n8n)

Instantly triage support tickets with AI—Gemini + Trello + Gmail in n8n

This n8n workflow automatically validates incoming support requests, uses Google Gemini to classify and prioritize them, looks up customer context in Google Sheets, and drafts a structured HTML reply—while requiring human approval before any response is sent to the customer. No more manual sorting, guesswork, or slow turnaround.

What this workflow does

• Receives new tickets from an n8n form trigger.
• Validates scope with Gemini guardrails to detect jailbreak or out-of-scope submissions; if not a valid support ticket, processing stops.
• Finds customer details by searching Google Sheets using the customer’s email (your sheet must include an email column and plan/tier data the AI can use).
• Classifies and prioritizes each request (category, priority, and team) and generates a structured JSON output containing an HTML draft response.
• Creates a Trello card in the New Tickets list and applies a priority label based on Gemini’s classification.
• Sends an approval email via Gmail with the AI summary and proposed HTML reply, then waits for approve/reject.
• Acts on the decision: if approved, the workflow emails the customer via Gmail and moves the Trello card to Resolved by AI; if rejected, it moves the card to Manual Review.

Use cases

• SaaS teams handling high volumes of inbound support emails from a web form.
• Automation engineers setting up AI-assisted workflows with a human-in-the-loop approval step.
• Operators who want ticket routing by priority/team while keeping customer responses controlled.

Technical details

• n8n nodes/tooling: Form Trigger, if, no op, Sticky Note, Gmail, Trello.
• AI: Google Gemini (guardrails + AI agent for lookup/classification and HTML drafting).
• Customer data: Google Sheets (configure document ID/sheet reference).

Get a production-ready AI support ticket triage workflow for n8n using Gemini, Trello, and Gmail—built for safe automation with approval gates.