# Triage and redact support tickets with OpenAI: n8n workflow

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

Source: https://millionrounds.com/workflow/triage-and-redact-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 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

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

**9 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 3 Logic 3 Service 3

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

- 1 **When Ticket Received** Webhook *Starts it*
- 2 **Redact PII** Code *Logic*
- 3 **Classify Ticket via OpenAI** Http Request *Service*
- 4 **Parse Classification Result** Code *Logic*
- 5 **Append Ticket to Google Sheets** Google Sheets *Service*
- 6 **Check Escalation Need** If *Logic*
- 7 **Notify Escalation via Email** Gmail *Service*
- 8 **Return Logged Response** Respond To Webhook *Starts it*
- 9 **Return Escalation Response** Respond To Webhook *Starts 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.

## 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-redact-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.

- [**Draft and triage support replies with Gmail and Slack** 9 steps · Gmail, Google Sheets](https://millionrounds.com/workflow/draft-and-triage-support-replies-with-gmail-and-slack)
- [**Generate an FAQ MP3 library from form input with OpenAI TTS** 9 steps · Gmail, Google Drive](https://millionrounds.com/workflow/generate-an-faq-mp3-library-from-form-input-with-openai-tts)
- [**Route Gmail support emails to Zendesk** 9 steps · Gmail, Zendesk](https://millionrounds.com/workflow/route-gmail-support-emails-to-zendesk)
- [**Route and prioritize support emails to Slack channels** 9 steps · Gmail, Slack](https://millionrounds.com/workflow/route-and-prioritize-support-emails-to-slack-channels)
- [**Triage support tickets and draft AI replies with CometAPI** 9 steps · Gmail, Slack](https://millionrounds.com/workflow/triage-support-tickets-and-draft-ai-replies-with-cometapi)
- [**Validate QR tickets in real time with Google Forms and Sheets** 9 steps · Google Sheets](https://millionrounds.com/workflow/validate-qr-tickets-in-real-time-with-google-forms-and-sheet)