# Triage and escalate support tickets with OpenAI: n8n workflow

> Started by another system calling it, and works across Gmail and Google Sheets. 19 steps, 2 branches: a working afternoon to understand properly.

Source: https://millionrounds.com/workflow/triage-and-escalate-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)

# Triage and escalate support tickets with OpenAI

Started by another system calling it, and works across Gmail and Google Sheets. 19 steps, 2 branches: a working afternoon to understand properly.

Medium

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

**19 steps** Medium: a working afternoon

**2** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 4 Logic 6 Service 9

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

- 1 **Receive Support Ticket** Webhook *Starts it*
- 2 **When Time is 9am Daily2** Schedule trigger *Starts it*
- 3 **Validate And Redact Ticket** Code *Logic*
- 4 **Read Tickets in Sheets2** Google Sheets *Service*
- 5 **Find Open Duplicate Ticket** Google Sheets *Service*
- 6 **Create SLA Risk Summary2** Code *Logic*
- 7 **Lookup Customer Context** Google Sheets *Service*
- 8 **Check SLA Risk Presence2** If *Logic*
- 9 **Load Knowledge Base** Google Sheets *Service*
- 10 **Email SLA Risk Summary2** Gmail *Service*
- 11 **Match Knowledge Base Articles** Code *Logic*
- 12 **Classify Ticket With OpenAI** Http Request *Service*
- 13 **Prepare SLA And Escalation** Code *Logic*
- 14 **Log Ticket To Sheets** Google Sheets *Service*
- 15 **Needs Human Escalation?** If *Logic*
- 16 **Create Escalation Log** Google Sheets *Service*
- 17 **Respond Logged** Respond To Webhook *Starts it*
- 18 **Send Escalation Email** Gmail *Service*
- 19 **Respond Escalated** Respond To Webhook *Starts it*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 19, with 2 branches
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail, Google Sheets
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Gmail and Google Sheets accounts. 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?

No. Every step is fixed logic or a call to a service, so it does the same thing every time.

How long does it take to set up?

Plan an afternoon. 19 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 19 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%2Ftriage-and-escalate-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)

## Workflows like it

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

- [**Triage support tickets into SLA queues with Gmail** 19 steps · Gmail, Google Sheets](https://millionrounds.com/workflow/triage-support-tickets-into-sla-queues-with-gmail)
- [**Route AI-powered customer support with Slack and PostgreSQL** 18 steps · Email, Google Sheets](https://millionrounds.com/workflow/route-ai-powered-customer-support-with-slack-and-postgresql)
- [**Send Patient Appointment Reminders with Email and SMS** 18 steps · Airtable, Email](https://millionrounds.com/workflow/send-patient-appointment-reminders-with-email-and-sms)
- [**Triage support tickets with OpenAI and HubSpot** 20 steps · Gmail, Google Sheets](https://millionrounds.com/workflow/triage-support-tickets-with-openai-and-hubspot)
- [**AI sentiment-driven priority classification** 18 steps · calls a model · Google Sheets, Slack](https://millionrounds.com/workflow/ai-sentiment-driven-priority-classification)
- [**Answer Facebook Messenger product questions with OpenAI** 20 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/answer-facebook-messenger-product-questions-with-openai)