n8n Support Ticket Triage: OpenAI Draft Replies + Gmail Alerts

Draft Support Replies with OpenAI—Flagged for Human Review (Plus Gmail Alerts) in n8n

This n8n workflow triages incoming support tickets: it ingests requests via a webhook, matches them to a built-in knowledge base, uses OpenAI to draft grounded replies for approval, and sends Gmail alerts to your team—while tracking ticket state in n8n Data Tables.

What this workflow does

• Receives support intake via POST webhook and validates an intake token from request headers.
• Normalizes and redacts sensitive content, detects basic prompt-injection signals, generates a stable ticket key, and attempts to match the request to a knowledge-base entry.
• Deduplicates repeats by claiming the ticket key and checking the Support_Tickets Data Table; duplicates return a “duplicate” webhook response.
• Drafts grounded replies with OpenAI only when a knowledge-base match is found—constrained to the retrieved KB entry, then validated to ensure the draft cites the KB ID and passes safety/confidence checks.
• Saves ticket state in the Support_Tickets Data Table and sends a human-review alert via Gmail for either a validated draft or an escalation (no automated answer).
• Returns webhook results indicating “draft_ready” for review or “escalated” when automation is not appropriate.
• Provides a separate approval webhook: validates an approval token, loads the ticket, records approve/edit/reject/escalate decisions, and only sends an automated response when approved/edited.

Use cases

• Reduce time-to-first-response for SaaS support by generating KB-grounded drafts with human approval.
• Automatically escalate unclear or high-risk tickets without producing an answer.
• Prevent duplicate ticket drafts by consistently keying and checking Support_Tickets.

Technical details

• Webhook (incoming support + approval flow)
• Data Table (ticket state storage: Support_Tickets)
• OpenAI drafting constrained to knowledge-base matches
• Gmail (controlled review/escalation alerts)
• if, code, and sticky note for logic and clarity