{"product_id":"ai-ticket-triage-redact-pii-draft-replies-with-openai-gmail","title":"AI Ticket Triage: Redact PII, Draft Replies with OpenAI + Gmail","description":"\u003ch3\u003eAI-powered support triage that protects customer privacy—automatically\u003c\/h3\u003e\n\u003cp\u003eThis n8n workflow receives incoming support tickets via a webhook, \u003cstrong\u003eredacts common PII\u003c\/strong\u003e before sending content to \u003cstrong\u003eOpenAI\u003c\/strong\u003e, then \u003cstrong\u003edrafts structured replies\u003c\/strong\u003e, logs triage outcomes to \u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e, and sends \u003cstrong\u003eGmail escalation alerts\u003c\/strong\u003e for high-urgency or high-risk categories.\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 Accepts ticket fields such as customer name, email, subject, and message.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eRedacts sensitive data:\u003c\/strong\u003e Automatically removes common PII patterns from the ticket text—such as \u003cstrong\u003eemails, phone numbers, card-like numbers, and secret-like tokens\u003c\/strong\u003e—while keeping the original contact fields for internal use.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eCalls OpenAI for classification + reply drafting:\u003c\/strong\u003e Sends the \u003cem\u003eredacted\u003c\/em\u003e ticket content to OpenAI to generate structured JSON including:\n    \u003cul\u003e\n      \u003cli\u003ecategory, sentiment, urgency, SLA hours\u003c\/li\u003e\n      \u003cli\u003esummary, reply draft, and escalation reason\u003c\/li\u003e\n    \u003c\/ul\u003e\n  \u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eEscalates when needed:\u003c\/strong\u003e Flags tickets for escalation when \u003cstrong\u003eurgency is High\u003c\/strong\u003e or the \u003cstrong\u003ecategory is Billing, Refund, Security, or Account Access\u003c\/strong\u003e. Includes a fallback if the OpenAI response parsing fails.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eLogs everything to Google Sheets:\u003c\/strong\u003e Appends ticket details and triage results to the \u003cstrong\u003eTickets\u003c\/strong\u003e tab.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eSends Gmail alerts for flagged tickets:\u003c\/strong\u003e Issues an escalation email via Gmail, then returns a JSON response to the webhook caller indicating whether escalation is required.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eSaaS operators routing urgent support issues to a human team while preserving customer privacy.\u003c\/li\u003e\n  \u003cli\u003eAutomation engineers standardizing triage with OpenAI while maintaining audit trails in Google Sheets.\u003c\/li\u003e\n  \u003cli\u003eSecurity- and account-related ticket handling with automated escalation logic.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eTechnical details\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003en8n nodes\/integrations:\u003c\/strong\u003e webhook, if, code, http request, gmail, sticky note\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eOpenAI setup:\u003c\/strong\u003e Use an HTTP Header Auth credential with \u003ccode\u003eAuthorization: Bearer YOUR_OPENAI_API_KEY\u003c\/code\u003e for the OpenAI HTTP Request step.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGoogle Sheets setup:\u003c\/strong\u003e Configure OAuth credentials and ensure a spreadsheet with a \u003cstrong\u003eTickets\u003c\/strong\u003e sheet; replace \u003ccode\u003eREPLACE_WITH_GOOGLE_SHEET_ID\u003c\/code\u003e.\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45891835101363,"sku":"N8N-18631","price":48.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/EYcKaMWgx3LI-rqv6O0gX_SUJqyA3x.png?v=1787562113","url":"https:\/\/buyflowscripts.com\/products\/ai-ticket-triage-redact-pii-draft-replies-with-openai-gmail","provider":"N8N Commerce","version":"1.0","type":"link"}