{"product_id":"n8n-support-ticket-triage-openai-draft-replies-gmail-alerts","title":"n8n Support Ticket Triage: OpenAI Draft Replies + Gmail Alerts","description":"\u003ch3\u003eDraft Support Replies with OpenAI—Flagged for Human Review (Plus Gmail Alerts) in n8n\u003c\/h3\u003e\n\u003cp\u003eThis n8n workflow triages incoming support tickets: it ingests requests via a webhook, matches them to a built-in knowledge base, uses \u003cstrong\u003eOpenAI\u003c\/strong\u003e to draft grounded replies for approval, and sends \u003cstrong\u003eGmail\u003c\/strong\u003e alerts to your team—while tracking ticket state in n8n Data Tables.\u003c\/p\u003e\n\n\u003ch3\u003eWhat this workflow does\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReceives support intake via POST webhook\u003c\/strong\u003e and validates an intake token from request headers.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eNormalizes and redacts sensitive content\u003c\/strong\u003e, detects basic prompt-injection signals, generates a stable ticket key, and attempts to match the request to a knowledge-base entry.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eDeduplicates repeats\u003c\/strong\u003e by claiming the ticket key and checking the \u003cem\u003eSupport_Tickets\u003c\/em\u003e Data Table; duplicates return a “duplicate” webhook response.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eDrafts grounded replies with OpenAI\u003c\/strong\u003e 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.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eSaves ticket state\u003c\/strong\u003e in the \u003cem\u003eSupport_Tickets\u003c\/em\u003e Data Table and sends a \u003cstrong\u003ehuman-review alert\u003c\/strong\u003e via Gmail for either a validated draft or an escalation (no automated answer).\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eReturns webhook results\u003c\/strong\u003e indicating \u003cem\u003e“draft_ready”\u003c\/em\u003e for review or \u003cem\u003e“escalated”\u003c\/em\u003e when automation is not appropriate.\u003c\/li\u003e\n  \u003cli\u003eProvides a \u003cstrong\u003eseparate approval webhook\u003c\/strong\u003e: validates an approval token, loads the ticket, records approve\/edit\/reject\/escalate decisions, and only sends an automated response when approved\/edited.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eReduce time-to-first-response for SaaS support by generating KB-grounded drafts with human approval.\u003c\/li\u003e\n  \u003cli\u003eAutomatically escalate unclear or high-risk tickets without producing an answer.\u003c\/li\u003e\n  \u003cli\u003ePrevent duplicate ticket drafts by consistently keying and checking \u003cem\u003eSupport_Tickets\u003c\/em\u003e.\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 (incoming support + approval flow)\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eData Table\u003c\/strong\u003e (ticket state storage: \u003cem\u003eSupport_Tickets\u003c\/em\u003e)\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eOpenAI drafting\u003c\/strong\u003e constrained to knowledge-base matches\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGmail\u003c\/strong\u003e (controlled review\/escalation alerts)\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eif\u003c\/strong\u003e, \u003cstrong\u003ecode\u003c\/strong\u003e, and \u003cstrong\u003esticky note\u003c\/strong\u003e for logic and clarity\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45814429417651,"sku":"N8N-17988","price":47.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/QcKxPM-FdjtV5RPp9TUm0_he6m39UQ.png?v=1786439805","url":"https:\/\/buyflowscripts.com\/products\/n8n-support-ticket-triage-openai-draft-replies-gmail-alerts","provider":"N8N Commerce","version":"1.0","type":"link"}