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Transform Support Tickets into AI Documentation with GPT-4, PDFs and Google Drive

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Created by: Jitesh Dugar || jiteshdugar

Jitesh Dugar

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Last update 21 days ago

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Customer Support Ticket Documentation Automation

Automatically transform resolved support tickets into professional, AI-powered PDF documentation with complete tracking and team notifications.

Overview

This workflow automates the entire process of documenting resolved support tickets — from receiving ticket data to generating professional PDF case studies, storing them in Google Drive, tracking in spreadsheets, and notifying your team.

Powered by AI, it creates consistent, high-quality documentation that can be reused for knowledge base articles, training materials, and compliance records.

What This Workflow Does

  1. Receives resolved support tickets via webhook from your support platform

  2. Extracts and normalizes ticket data (works with Zendesk, Freshdesk, and custom formats)

  3. Generates AI-powered summaries using OpenAI GPT-4, creating structured case studies with:

    • Problem description
    • Troubleshooting steps taken
    • Final resolution
    • Key takeaways and prevention tips

  4. Creates professional PDF documents with branded HTML templates

  5. Uploads PDFs to organized Google Drive folders

  6. Tracks all tickets in a Google Sheets database for reporting and analytics

  7. Sends Slack notifications to your team with links to completed documentation

  8. Handles errors gracefully with automatic alerts when issues occur

Key Features

  • Fully Automated: Zero manual intervention after setup
  • AI-Powered Documentation: Intelligent summaries that extract insights from raw ticket data
  • Professional Output: Branded, print-ready PDFs with modern styling
  • Multi-Platform Support: Works with any support tool that can send webhooks
  • Centralized Tracking: All tickets logged in Google Sheets for easy reporting
  • Error Handling: Built-in failure detection with Slack alerts
  • Customizable: Easy to brand with your company colors, logo, and styling
  • Scalable: Handles hundreds of tickets per day

Use Cases

  • Knowledge Base Building: Automatically create searchable documentation from real support cases
  • Team Training: Build a library of resolved issues for onboarding new support agents
  • Compliance & Audit: Maintain complete records of all customer interactions
  • Performance Analytics: Track resolution times, common issues, and agent performance
  • Customer Success: Share professional case studies with stakeholders
  • Process Improvement: Identify recurring issues and optimize workflows

Prerequisites

Required Services & Accounts

  • n8n (self-hosted or cloud)
  • OpenAI Account with API access
  • PDFMunk Account (for HTML → PDF conversion)
  • Google Workspace (for Drive & Sheets)
  • Slack Workspace (optional but recommended)
  • Support Platform that can send webhooks (Zendesk, Freshdesk, Intercom, etc.)

Required Credentials

  • OpenAI API Key
  • PDFMunk API Key
  • Google Drive OAuth2 credentials
  • Google Sheets OAuth2 credentials
  • Slack Bot Token (OAuth2)

Setup Instructions

1. Import the Workflow

  1. Copy the workflow JSON.
  2. In n8n, click “Import from File” or “Import from Clipboard.”
  3. Paste and import.

2. Configure Credentials

OpenAI API

  • Get API key from OpenAI
  • Add in n8n: Credentials → OpenAI API → Paste key

PDFMunk API

  • Sign up at pdfmunk.com
  • Copy API key → Add in Credentials → HtmlcsstopdfApi

Google Drive OAuth2

  1. Create project at Google Cloud Console
  2. Enable Drive API
  3. Create OAuth 2.0 credentials
  4. Add in n8n: Credentials → Google Drive OAuth2 → Connect

Google Sheets OAuth2

  1. Enable Google Sheets API in the same project
  2. Add in n8n: Credentials → Google Sheets OAuth2 → Connect

Slack OAuth2

  1. Create app at Slack API
  2. Add scopes: chat:write, chat:write.public
  3. Install to workspace
  4. Add bot token in Credentials → Slack OAuth2 API

3. Configure Node Settings

Google Drive Folder ID

  1. Create a folder in Drive for PDFs
  2. Copy folder ID from the URL →
    https://drive.google.com/drive/folders/FOLDER_ID_HERE
  3. Paste in the “Upload to Google Drive” node

Google Sheets Configuration

  1. Create a new sheet titled “Support Ticket Documentation Log.”
  2. Add these headers in Row 1:
Ticket ID Subject Customer Name Customer Email Agent Name Priority Category Resolved Date Resolution Time PDF Link Document Generated Status
  1. Copy Sheet ID from URL →
    https://docs.google.com/spreadsheets/d/SHEET_ID_HERE/edit
  2. Paste it in the “Update Google Sheets” node configuration.

Slack Channel ID

  1. Right-click your Slack channel → View Channel Details

  2. Copy the Channel ID

  3. Update it in:

    • “Send Slack Notification” node
    • “Error – PDF Failed” node
    • “Error – Upload Failed” node

4. Configure Webhook in Support Tool

  1. Activate the workflow in n8n

  2. Copy the Webhook URL from the “Webhook – Receive Ticket” node

  3. In Zendesk/Freshdesk:

    • Trigger: “Ticket Status = Resolved”
    • Method: POST
    • Paste the n8n webhook URL
    • Send ticket data as JSON

5. Test the Workflow

  1. Click “Execute Workflow” manually

  2. Send a test webhook

  3. Verify each step completes successfully

  4. Check:

    • Generated PDF in Google Drive
    • Row entry in Google Sheets
    • Slack notification delivery

How It Works

  1. Webhook Trigger → Receives resolved ticket
  2. Data Extraction → Normalizes ticket fields
  3. AI Summarization (OpenAI) → Generates structured summary
  4. HTML Formatting → Styles and adds branding
  5. PDF Conversion (PDFMunk) → Converts HTML → PDF
  6. Google Drive Upload → Saves and returns shareable link
  7. Sheets Logging → Appends ticket info + PDF link
  8. Slack Notification → Notifies team with summary
  9. Error Handling → Detects and reports failures
  10. Result → Clean, documented ticket case study in minutes

Customization

Branding

  • Update company name, logo URL, and color scheme in the “Format HTML” node.
  • Default color: #4CAF50 → Replace with your brand color.

AI Prompt Customization

  • Modify “AI Summarization (OpenAI)” node to add:

    • Industry-specific terms
    • Additional sections or insights
    • Different summary tone or length

Notification Customization

  • Add @mentions or emojis in Slack messages for better visibility.

Data Flow

Webhook → Extract Data → AI Summary → Format HTML → Convert to PDF  
       ↓  
Download PDF → Upload to Drive → Log in Sheets → Notify Team  
       ↓  
Error Handling (if any)

Expected Output

PDF Document Includes:

  • Branded header with company name/logo
  • Resolution time badge
  • Ticket metadata (ID, priority, customer, agent, etc.)
  • Full AI-generated case study
  • Professional footer with timestamp

Google Sheets Entry:

  • All ticket info
  • Resolution metrics
  • Direct PDF link
  • Status = “Generated”

Slack Notification:

  • Summary of ticket
  • Clickable PDF link
  • Timestamp

Performance

  • Processing Time: 10–20 seconds/ticket
  • Capacity: 100+ tickets/day
  • PDF Size: 50–300 KB

Troubleshooting

Webhook not triggering → Check webhook URL, trigger conditions, and public access.
PDF generation fails → Verify HTML syntax and PDFMunk API key.
Google Drive upload fails → Re-authenticate credentials or check folder permissions.
Slack notification missing → Ensure bot token, scopes, and channel ID are valid.
Data extraction errors → Adjust field mappings or inspect payload format.

Best Practices

  1. Test before production rollout
  2. Monitor first-week error logs
  3. Organize Drive by date/priority
  4. Validate Sheets columns
  5. Use a dedicated Slack channel
  6. Archive old PDFs regularly
  7. Review AI summaries weekly
  8. Document configuration changes

Security Notes

  • All credentials stored securely in n8n
  • PDF links are restricted by Drive sharing settings
  • Webhooks use HTTPS for secure data transfer
  • No sensitive info logged in error messages

Future Enhancements

  • Multi-language summaries
  • Integration with Confluence or Notion
  • Customer satisfaction feedback link
  • ML-based issue categorization
  • Analytics dashboard
  • Weekly email digests
  • Public knowledge base generation

Support Resources

License

This workflow template is provided as-is for use with n8n under the MIT License.