n8n Support Ticket Triage with Gemini, Jira, Slack & Gmail

Instant Support Ticket Triage with Gemini, Jira, Slack & Gmail

This n8n automation workflow takes incoming support requests from a webhook, uses Google Gemini to classify and prioritize them, then automatically creates a Jira issue and notifies the right team via Slack and Gmail.

What this workflow does

• Receives support requests via a POST webhook endpoint (/support-triage) and converts the request body into a standardized structure.
• Validates required fields before proceeding (at least customer_email and message).
• Classifies and triages with Google Gemini by sending the subject and message, expecting a JSON triage decision (category, priority, sentiment, SLA, and suggested team).
• Normalizes AI output into an internal P1–P4 priority, sets an urgent flag, and generates a consistent ticket title plus a triage timestamp.
• Creates a Jira issue containing original customer details along with the AI summary and triage metadata.
• Routes notifications to the correct support group by building a final payload and sending alerts to matching Slack channels and a Gmail notification for billing, technical, or general support.

Use cases

• SaaS support intake: automatically triage tickets from your help form into Jira without manual sorting.
• Incident-style messages: flag urgent requests and route them immediately to the right Slack channel.
• High-volume teams: use Gemini to extract category/priority/SLA and ensure consistent ticket titles and metadata.

Technical details

• Workflow type: n8n automation workflow for support ticket triage.
• Nodes used: if, set, code, jira, gmail, slack.
• Integrations/credentials: Google Gemini (PaLM/Google AI), Jira, Slack, and Gmail.

Set up your webhook, configure credentials for Gemini, Jira, Slack, and Gmail, and tailor the Jira project/issue type to your environment for a streamlined support automation pipeline.