# Handle chat support and escalate unresolved tickets: n8n workflow

> Started by another system calling it, and works across Gmail. It puts Gemini behind a retrieval step, so answers are drawn from documents you supply rather...

Source: https://millionrounds.com/workflow/handle-chat-support-and-escalate-unresolved-tickets (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [Customer support](https://millionrounds.com/workflows?category=Customer+support#library)

# Handle chat support and escalate unresolved tickets

Started by another system calling it, and works across Gmail. It puts Gemini behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 17 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: Gemini Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fhandle-chat-support-and-escalate-unresolved-tickets)

**17 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**1** Service it connects to

## The flow

Starts it 3 Model 11 Logic 1 Service 2

The steps in the order they run, from what starts it.

- 1 **Google Gemini Chat Model** Lm Chat Google Gemini *Model*
- 2 **Google Gemini Chat Model1** Lm Chat Google Gemini *Model*
- 3 **Simple Memory** Memory Buffer Window *Model*
- 4 **Google Gemini Chat Model2** Lm Chat Google Gemini *Model*
- 5 **Google Gemini Chat Model3** Lm Chat Google Gemini *Model*
- 6 **On Message Received** Webhook *Starts it*
- 7 **KnowledgeBase** Google Docs Tool *Service*
- 8 **Simple Memory2** Memory Buffer Window *Model*
- 9 **FallBack** Lm Chat Google Gemini *Model*
- 10 **User Facing Support Agent / Escalator** Agent *Model*
- 11 **Chat Summarize and Email Draft** Agent *Model*
- 12 **Human Escalate Flag** Output Parser Structured *Model*
- 13 **Email Subject and Body Parser** Output Parser Structured *Model*
- 14 **User Response** Respond To Webhook *Starts it*
- 15 **Escalation_Email** Gmail *Service*
- 16 **If** If *Logic*
- 17 **User Response1** Respond To Webhook *Starts it*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 17, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail
- **Model:** Gemini
- **Retrieval:** Answers are drawn from documents you supply, not from the model alone

## Questions

What does it need to run?

An n8n account, plus your own Gmail account, and a key for Gemini. You connect your own accounts after importing it; none are included.

What starts it?

It starts on another system calling it.

Does it use AI?

Yes. It calls Gemini. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Plan an afternoon. 17 steps is enough that you should read each one before running it.

How do I import it?

Copy the workflow, open a new workflow in n8n and paste. The steps appear on the canvas, ready for your own accounts.

**Before you run it**

Nothing here has been tested by us. It is somebody's working automation, read and described from its own steps. Treat the connections it wants as a list of accounts it will touch, and read the 17 steps before you point it at anything that matters.

## Run it in n8n

- **Create your n8n account** Free to start. n8n is where the workflow runs. [Create an n8n account ↗](https://millionrounds.com/n8n)
- **Download the workflow** Free with a Millionrounds account. [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fhandle-chat-support-and-escalate-unresolved-tickets)
- **Paste it into n8n** Open a new workflow in n8n and paste. Then connect your own accounts.

Stored with the author's traces removed: canvas notes, instance identifiers, saved credential names and any live document they had left behind.

## Connects to

Each opens the other workflows that use it.

[Gmail](https://millionrounds.com/workflows?service=Gmail#library)

## Workflows like it

Also customer support, with the same services where possible, closest in size first.

- [**Draft customer support email replies with Gmail** 17 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/draft-customer-support-email-replies-with-gmail)
- [**Route urgent Gmail support emails and WhatsApp digests** 17 steps · calls a model · Gmail, Supabase](https://millionrounds.com/workflow/route-urgent-gmail-support-emails-and-whatsapp-digests)
- [**Triage and route support tickets with Gemini and Jira** 17 steps · calls a model · Gmail, Jira](https://millionrounds.com/workflow/triage-and-route-support-tickets-with-gemini-and-jira)
- [**Triage and escalate tenant complaints from Gmail or forms** 17 steps · Airtable, Gmail](https://millionrounds.com/workflow/triage-and-escalate-tenant-complaints-from-gmail-or-forms)
- [**Answer customer questions and book jobs with OpenAI RAG** 16 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/answer-customer-questions-and-book-jobs-with-openai-rag)
- [**Answer customer questions and book jobs with OpenAI RAG** 16 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/answer-customer-questions-and-book-jobs-with-openai-rag-2)