# Route and triage multi-channel support tickets with OpenAI: n8n workflow > Started by another system calling it, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI. Source: https://millionrounds.com/workflow/route-and-triage-multi-channel-support-tickets-with-openai (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) # Route and triage multi-channel support tickets with OpenAI Started by another system calling it, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI. 23 steps, 6 branches: large, and worth reading before you trust it with anything live. Large Calls a model: OpenAI [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-and-triage-multi-channel-support-tickets-with-openai) **23 steps** Large: read it before trusting it with anything live **6** Branches: places the flow splits **0** Loops or waits **3** Services it connects to ## The flow Starts it 2 Model 2 Logic 8 Service 11 The steps in the order they run, from what starts it. - 1 **Inbound Webhook (All Channels)** Webhook *Starts it* - 2 **SLA Check Scheduler** Schedule trigger *Starts it* - 3 **Normalize Ticket Data** Set *Logic* - 4 **Fetch SLA-At-Risk Tickets** Http Request *Service* - 5 **AI Triage & Classification** Open Ai *Model* - 6 **SLA Breach Check** If *Logic* - 7 **Parse AI Triage Results** Set *Logic* - 8 **SLA Breach Escalation** Slack *Service* - 9 **Auto-Resolve or Human?** If *Logic* - 10 **Escalation Check** If *Logic* - 11 **Check Existing Tickets** Http Request *Service* - 12 **WhatsApp or Email?** If *Logic* - 13 **Create CRM Ticket** Http Request *Service* - 14 **Critical Alert to Team** Slack *Service* - 15 **AI Draft Human Response** Open Ai *Model* - 16 **Duplicate Ticket Check** If *Logic* - 17 **WhatsApp Auto-Reply** Http Request *Service* - 18 **Auto-Reply to Customer** Gmail *Service* - 19 **Log Ticket Metrics** Google Sheets *Service* - 20 **Angry Customer Check** If *Logic* - 21 **Route to Team Queue** Slack *Service* - 22 **Mark as Duplicate Ticket** Http Request *Service* - 23 **Create Escalation Task** Http Request *Service* ## How it's built - **Starts on:** Another system calling it - **Steps:** 23, with 6 branches - **Size:** Large: read it before trusting it with anything live - **Connects to:** Gmail, Google Sheets, Slack - **Model:** OpenAI ## Questions What does it need to run? An n8n account, plus your own Gmail, Google Sheets and Slack accounts, and a key for OpenAI. 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 OpenAI. Model calls are billed by the provider, not by n8n. How long does it take to set up? Take your time. At 23 steps it is large: read it before trusting it with anything live. 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 23 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%2Froute-and-triage-multi-channel-support-tickets-with-openai) - **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)[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#library)[Slack](https://millionrounds.com/workflows?service=Slack#library) ## Workflows like it Also customer support, with the same services where possible, closest in size first. - [**AI email support system: Gmail, Gemini, GPT-4, Slack & Google** 23 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/ai-email-support-system-gmail-gemini-gpt-4-slack-and-google) - [**Create a WhatsApp customer support bot with OpenAI** 23 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/create-a-whatsapp-customer-support-bot-with-openai) - [**Draft grounded Gmail support replies from a Notion KB** 23 steps · calls a model · Gmail, Notion](https://millionrounds.com/workflow/draft-grounded-gmail-support-replies-from-a-notion-kb) - [**WhatsApp customer support bot with OpenAI and Google Sheets** 23 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/whatsapp-customer-support-bot-with-openai-and-google-sheets) - [**AI-powered ticket triage with OpenAI and Postgres** 22 steps · calls a model · Postgres, Slack](https://millionrounds.com/workflow/ai-powered-ticket-triage-with-openai-and-postgres) - [**Assess GitHub bus-factor risk in GitHub with Claude and Slack** 22 steps · calls a model · Slack](https://millionrounds.com/workflow/assess-github-bus-factor-risk-in-github-with-claude-and-slac)