# Triage and route support tickets with Gemini and Jira: n8n workflow

> Started by another system calling it, and works across Gmail, Jira and Slack. It hands the judgement calls to Gemini.

Source: https://millionrounds.com/workflow/triage-and-route-support-tickets-with-gemini-and-jira (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 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.

Medium Calls a model: Gemini

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

**17 steps** Medium: a working afternoon

**3** Branches: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 1 Model 2 Logic 7 Service 7

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

- 1 **Receive Support Request** Webhook *Starts it*
- 2 **Gemini Triage Model** Lm Chat Google Gemini *Model*
- 3 **Standardize Support Payload** Set *Logic*
- 4 **Generate AI Triage Decision** Agent *Model*
- 5 **Validate Support Request** If *Logic*
- 6 **Parse Triage Response** Code *Logic*
- 7 **Map Internal Priority** Set *Logic*
- 8 **Check Urgent Escalation** If *Logic*
- 9 **Create Jira Support Ticket** Jira *Service*
- 10 **Build Final Ticket Payload** Code *Logic*
- 11 **Route To Support Team** Switch *Logic*
- 12 **Send Billing Slack Alert1** Slack *Service*
- 13 **Send Billing Email Alert** Gmail *Service*
- 14 **Send Technical Slack Alert** Slack *Service*
- 15 **Send Technical Email Alert** Gmail *Service*
- 16 **Send General Slack Alert** Slack *Service*
- 17 **Send General Email Alert** Gmail *Service*

## 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.

## 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-route-support-tickets-with-gemini-and-jira)
- **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)[Jira](https://millionrounds.com/workflows?service=Jira#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.

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- [**Handle chat support and escalate unresolved tickets** 17 steps · calls a model · Gmail](https://millionrounds.com/workflow/handle-chat-support-and-escalate-unresolved-tickets)
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- [**Automate Instagram complaint handling with Claude and SLA** 17 steps · Google Sheets, Slack](https://millionrounds.com/workflow/automate-instagram-complaint-handling-with-claude-and-sla)