n8n Support Ticket Autoresponder: Sheets, Slack & Gemini

Automatically turn support emails into smart replies—then escalate the hard cases

This n8n Support Ticket Autoresponder workflow receives incoming customer requests via webhook, deduplicates and classifies them with Google Sheets and Google Gemini, drafts a customer-facing response, escalates high-risk tickets to Slack, and logs everything back to Sheets—plus a daily ops summary.

What this workflow does

• Receives and normalizes requests: Listens for POST requests on the /support/incoming webhook and standardizes key fields such as customer details, message text, and generated ticket/conversation IDs.
• Validates payloads: Checks required fields and returns HTTP 400 immediately for invalid input.
• Prevents duplicate processing: Uses Google Sheets to check the incoming event_id, ignoring duplicates.
• Reads context from Sheets: Loads conversation history and customer records from the same spreadsheet.
• AI-powered classification and routing: Calls Google Gemini to extract intent, sentiment, urgency, required context, and a recommended action—then applies deterministic rules to set priority and routing outcome.
• Auto-resolves or requests more info: Retrieves only the needed order/policy rows from Google Sheets based on required context, evaluates decision rules, and selects the best next step.
• Generates a compliant reply: Uses Google Gemini to draft a customer-facing response that follows the chosen route and relies only on retrieved order/policy context.
• Escalates when needed: If escalation is required (or AI analysis errors occur), posts a formatted high-priority alert to Slack.
• Logs every interaction: Appends ticket details, classification, decision, and response back to Google Sheets, and posts a daily operations summary to Slack.

Use cases

• Support queues where tickets arrive as webhook events and must be deduplicated via event_id.
• SaaS operations that want Gemini-assisted triage (intent, urgency, sentiment) with rule-based routing.
• Teams that need human escalation for high-risk cases while keeping the rest automated.

Technical details

• Webhook (POST): /support/incoming
• Google Sheets: deduplication, context lookup (conversation/customer), order/policy row retrieval, support logging
• Google Gemini: structured intent/sentiment/urgency extraction + drafted customer replies
• Slack: escalation alerts + daily operations summary
• n8n nodes: if, set, code, slack, switch, webhook