{"product_id":"n8n-support-ticket-autoresponder-sheets-slack-gemini","title":"n8n Support Ticket Autoresponder: Sheets, Slack \u0026 Gemini","description":"\u003ch3\u003eAutomatically turn support emails into smart replies—then escalate the hard cases\u003c\/h3\u003e\n\u003cp\u003eThis \u003cstrong\u003en8n Support Ticket Autoresponder\u003c\/strong\u003e workflow receives incoming customer requests via webhook, deduplicates and classifies them with \u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e and \u003cstrong\u003eGoogle Gemini\u003c\/strong\u003e, drafts a customer-facing response, escalates high-risk tickets to \u003cstrong\u003eSlack\u003c\/strong\u003e, and logs everything back to Sheets—plus a daily ops summary.\u003c\/p\u003e\n\n\u003ch3\u003eWhat this workflow does\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReceives and normalizes requests\u003c\/strong\u003e: Listens for POST requests on the \u003ccode\u003e\/support\/incoming\u003c\/code\u003e webhook and standardizes key fields such as customer details, message text, and generated ticket\/conversation IDs.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eValidates payloads\u003c\/strong\u003e: Checks required fields and returns \u003cstrong\u003eHTTP 400\u003c\/strong\u003e immediately for invalid input.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003ePrevents duplicate processing\u003c\/strong\u003e: Uses Google Sheets to check the incoming \u003ccode\u003eevent_id\u003c\/code\u003e, ignoring duplicates.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReads context from Sheets\u003c\/strong\u003e: Loads conversation history and customer records from the same spreadsheet.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eAI-powered classification and routing\u003c\/strong\u003e: Calls \u003cstrong\u003eGoogle Gemini\u003c\/strong\u003e to extract intent, sentiment, urgency, required context, and a recommended action—then applies deterministic rules to set priority and routing outcome.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eAuto-resolves or requests more info\u003c\/strong\u003e: Retrieves only the needed order\/policy rows from Google Sheets based on required context, evaluates decision rules, and selects the best next step.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGenerates a compliant reply\u003c\/strong\u003e: Uses Google Gemini to draft a customer-facing response that follows the chosen route and relies only on retrieved order\/policy context.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eEscalates when needed\u003c\/strong\u003e: If escalation is required (or AI analysis errors occur), posts a formatted high-priority alert to \u003cstrong\u003eSlack\u003c\/strong\u003e.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eLogs every interaction\u003c\/strong\u003e: Appends ticket details, classification, decision, and response back to Google Sheets, and posts a \u003cstrong\u003edaily operations summary to Slack\u003c\/strong\u003e.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eSupport queues where tickets arrive as webhook events and must be deduplicated via \u003cstrong\u003eevent_id\u003c\/strong\u003e.\u003c\/li\u003e\n  \u003cli\u003eSaaS operations that want \u003cstrong\u003eGemini-assisted\u003c\/strong\u003e triage (intent, urgency, sentiment) with rule-based routing.\u003c\/li\u003e\n  \u003cli\u003eTeams that need human escalation for high-risk cases while keeping the rest automated.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eTechnical details\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eWebhook\u003c\/strong\u003e (POST): \u003ccode\u003e\/support\/incoming\u003c\/code\u003e\n\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e: deduplication, context lookup (conversation\/customer), order\/policy row retrieval, support logging\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGoogle Gemini\u003c\/strong\u003e: structured intent\/sentiment\/urgency extraction + drafted customer replies\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eSlack\u003c\/strong\u003e: escalation alerts + daily operations summary\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003en8n nodes\u003c\/strong\u003e: if, set, code, slack, switch, webhook\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45876886962355,"sku":"N8N-18499","price":8.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/cdOZ8v1h3OsIuyayOEhva_HDJm5jJb.png?v=1787303707","url":"https:\/\/buyflowscripts.com\/products\/n8n-support-ticket-autoresponder-sheets-slack-gemini","provider":"N8N Commerce","version":"1.0","type":"link"}