🎫 Triage support tickets into SLA queues via webhook, Gmail and Google Sheets
⚡ 2 views · 🎫 Ticket Management & Triage
Description
Quick Overview
This workflow receives support tickets via a webhook, classifies them into a category and priority using simple keyword rules, calculates an SLA target, and returns a structured triage payload (including a reply draft) as a JSON response.
How it works
- Receives a POST request on a webhook endpoint containing a support ticket (for example, subject, message, requester, and account).
- Parses the incoming ticket content and uses keyword matching to classify it as billing, technical issue, sales question, or general support.
- Assigns a priority (high/medium/normal), calculates an SLA in hours, and generates a recommended next step and reply draft.
- Returns the triage fields as a JSON response to the original webhook request.
Setup
- Activate the workflow and copy the production webhook URL.
- Configure your support form or ticketing source to send a POST request to the webhook URL with fields like subject and message (and optionally requester/email and account/company).
🔗 Nodes Used
Google Sheets, Webhook, Gmail
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File