Automation library · Customer support

Triage and redact support tickets with OpenAI

Started by another system calling it, and works across Gmail and Google Sheets. 9 steps, 1 branch: a working afternoon to understand properly.

Medium

9 stepsMedium: a working afternoon
1Branch: places the flow splits
0Loops or waits
2Services it connects to

The flow

Starts it 3Logic 3Service 3

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

  1. 1When Ticket ReceivedWebhookStarts it
  2. 2Redact PIICodeLogic
  3. 3Classify Ticket via OpenAIHttp RequestService
  4. 4Parse Classification ResultCodeLogic
  5. 5Append Ticket to Google SheetsGoogle SheetsService
  6. 6Check Escalation NeedIfLogic
  7. 7Notify Escalation via EmailGmailService
  8. 8Return Logged ResponseRespond To WebhookStarts it
  9. 9Return Escalation ResponseRespond To WebhookStarts it

How it's built

Starts on
Another system calling it
Steps
9, with 1 branch
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. 9 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 9 steps before you point it at anything that matters.