# Triage support tickets and send AI replies with OpenAI: n8n workflow

> Started by another system calling it, and works across Email, Google Sheets and Slack. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/triage-support-tickets-and-send-ai-replies-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 support tickets and send AI replies with OpenAI

Started by another system calling it, and works across Email, Google Sheets and Slack. It hands the judgement calls to OpenAI. 7 steps, 1 branch: small enough to read in one sitting and change without fear.

Small Calls a model: OpenAI

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

**7 steps** Small: readable in one sitting

**1** Branch: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 1 Model 1 Logic 2 Service 3

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

- 1 **Ticket Webhook** Webhook *Starts it*
- 2 **Send Auto Reply** Email Send *Service*
- 3 **AI Classify Ticket** Open Ai *Model*
- 4 **Log Ticket** Google Sheets *Service*
- 5 **Extract Priority** Set *Logic*
- 6 **Route Priority** Switch *Logic*
- 7 **Page On-Call** Slack *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 7, with 1 branch
- **Size:** Small: readable in one sitting
- **Connects to:** Email, Google Sheets, Slack
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Email, Google Sheets and Slack accounts, and a key for OpenAI. 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 OpenAI. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Not long. At 7 steps it can be read in one sitting and changed without fear.

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 7 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-support-tickets-and-send-ai-replies-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.

[Email](https://millionrounds.com/workflows?service=Email#library)[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#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.

- [**Answer WhatsApp support queries with OpenAI and 2Chat** 7 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/answer-whatsapp-support-queries-with-openai-and-2chat)
- [**Email support agent w/ Gemini & GPT fallback with Gmail** 7 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/email-support-agent-w-gemini-and-gpt-fallback-with-gmail)
- [**Handle customer support chats with Groq** 7 steps · calls a model · Email](https://millionrounds.com/workflow/handle-customer-support-chats-with-groq)
- [**Smart sales support chatbot with Google Sheets** 7 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/smart-sales-support-chatbot-with-google-sheets)
- [**Answer WhatsApp keyword FAQs with Twilio and Google Sheets** 7 steps · Google Sheets, Twilio](https://millionrounds.com/workflow/answer-whatsapp-keyword-faqs-with-twilio-and-google-sheets)
- [**Automated e-Ticket PDF Generation with QR Codes** 7 steps · Google Docs, Google Drive](https://millionrounds.com/workflow/automated-e-ticket-pdf-generation-with-qr-codes)