Automation library · Customer support

Triage and route support tickets with Gemini and Jira

Started by another system calling it, and works across Gmail, Jira and Slack. It hands the judgement calls to Gemini. 17 steps, 3 branches: a working afternoon to understand properly.

MediumCalls a model: Gemini

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17 stepsMedium: a working afternoon
3Branches: places the flow splits
0Loops or waits
3Services it connects to

The flow

Starts it 1Model 2Logic 7Service 7

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

  1. 1Receive Support RequestWebhookStarts it
  2. 2Gemini Triage ModelLm Chat Google GeminiModel
  3. 3Standardize Support PayloadSetLogic
  4. 4Generate AI Triage DecisionAgentModel
  5. 5Validate Support RequestIfLogic
  6. 6Parse Triage ResponseCodeLogic
  7. 7Map Internal PrioritySetLogic
  8. 8Check Urgent EscalationIfLogic
  9. 9Create Jira Support TicketJiraService
  10. 10Build Final Ticket PayloadCodeLogic
  11. 11Route To Support TeamSwitchLogic
  12. 12Send Billing Slack Alert1SlackService
  13. 13Send Billing Email AlertGmailService
  14. 14Send Technical Slack AlertSlackService
  15. 15Send Technical Email AlertGmailService
  16. 16Send General Slack AlertSlackService
  17. 17Send General Email AlertGmailService

How it's built

Starts on
Another system calling it
Steps
17, with 3 branches
Size
Medium: a working afternoon
Connects to
Gmail, Jira, Slack
Model
Gemini

Questions

What does it need to run?

An n8n account, plus your own Gmail, Jira and Slack accounts, 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. 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.