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Automated Email Support Triage with GPT-4, Gmail & Trello

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Created by: Marth || marth

Marth

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Last update 3 days ago

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How It Works ⚙️

This workflow is a comprehensive, AI-powered system that acts as a virtual support manager. It automates the entire process of handling incoming support tickets, ensuring speed, accuracy, and efficiency.

  1. Ticket Ingestion: The workflow starts when a new email arrives in your support inbox via the Gmail Trigger.
  2. AI Analysis & Triage: An OpenAI node acts as an intelligent agent, instantly analyzing the email to categorize the issue, assign a priority, and determine the customer's sentiment (e.g., "Angry," "Neutral").
  3. Proactive Escalation: The workflow uses an If node to check for "Critical" priority or "Angry" sentiment. If these conditions are met, it takes a separate path to notify a manager immediately.
  4. Ticket Creation: Regardless of urgency, a Trello card is created for the ticket, including all the AI's analysis and the original email content.
  5. Automated Response: For low-priority tickets, a second If node and a Gmail node can send an automated, AI-generated response, completely freeing up your team.
  6. Performance Reporting: All ticket data, including the AI's analysis, is logged to a Google Sheets dashboard for real-time analytics and to track support trends.

How to Set Up 🛠️

  1. Import the Workflow: Copy the provided workflow JSON and import it into your n8n instance.
  2. Configure Credentials:
    • Gmail: Add your OAuth2 credential for your support inbox.
    • OpenAI: Add your API Key.
    • Trello: Add your API Key and token.
    • Slack: Add your Bot Token credential.
    • Google Sheets: Add your OAuth2 credential.
  3. Customize Workflow Nodes:
    • Node 1 (Gmail Trigger): Ensure this is connected to your official support email address.
    • Node 2 (OpenAI): The prompt is pre-configured but can be customized to better fit your specific categories or tone.
    • Node 4 (Trello): Replace [YOUR TRELLO BOARD LIST ID] with the list ID for new tickets on your board.
    • Node 5 (Slack): Replace [MANAGER'S SLACK USER ID] and [YOUR SUPPORT TEAM SLACK CHANNEL ID] with the correct IDs.
    • Node 9 (Google Sheets): Replace [YOUR SUPPORT DASHBOARD SPREADSHEET ID] with your spreadsheet ID and ensure your sheet columns match the workflow's data.
  4. Save & Activate: Once all settings and credentials are configured, save the workflow and click the "Inactive" toggle in the top-right corner to make it live.