Gmail to Airtable Support Tickets with OpenAI Draft Replies

Turn new Gmail support emails into structured Airtable tickets—plus OpenAI draft replies for review

This n8n workflow watches your Gmail inbox for new SAV/support messages, uses OpenAI to extract key ticket information, creates an Airtable record when the details are complete, and always generates a Gmail draft reply asking for (or confirming) what’s needed—so your team stays fast and consistent.

What this workflow does

• Monitors Gmail every minute using a Gmail trigger when a new email arrives (configured to watch SAV/support emails via label or search query).
• Extracts ticket details with OpenAI by sending the email subject, sender, and body to OpenAI to extract: client, contact, equipment, problem, site address, and urgency—without inventing missing information.
• Validates required fields by checking whether client name, equipment, and problem are present.
• Creates an Airtable support ticket when information is sufficient, building a structured payload and inserting a new record into your specified Airtable base/table.
• Drafts a Gmail acknowledgment reply in the same thread for human review and sending.
• If details are insufficient, it drafts a Gmail reply requesting only the missing information, again in the same email thread.

Use cases

• SAV inbox triage: automatically convert incoming support requests into Airtable tickets with consistent fields and status.
• Request follow-ups: when customers don’t include equipment or problem details, generate a targeted Gmail draft asking for exactly what’s missing.
• Operational consistency: standardize ticket titles and urgency while still keeping a human-in-the-loop for sending.

Technical details

• n8n nodes / integrations: Gmail Trigger, OpenAI (gpt-4o-mini), If, Set, Airtable, Sticky Note, Gmail draft creation.
• Gmail setup: OAuth2 credentials for both the trigger and Gmail draft creation; filter by label or search query.
• Airtable setup: Airtable Personal Access Token + Base ID/Table ID, with fields aligned to ticket data (client, contact, equipment, problem, address, urgency, status, title).