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
-
Receives resolved support tickets via webhook from your support platform
-
Extracts and normalizes ticket data (works with Zendesk, Freshdesk, and custom formats)
-
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
-
Creates professional PDF documents with branded HTML templates
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Uploads PDFs to organized Google Drive folders
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Tracks all tickets in a Google Sheets database for reporting and analytics
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Sends Slack notifications to your team with links to completed documentation
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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
- Copy the workflow JSON.
- In n8n, click “Import from File” or “Import from Clipboard.”
- 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
- Create project at Google Cloud Console
- Enable Drive API
- Create OAuth 2.0 credentials
- Add in n8n: Credentials → Google Drive OAuth2 → Connect
Google Sheets OAuth2
- Enable Google Sheets API in the same project
- Add in n8n: Credentials → Google Sheets OAuth2 → Connect
Slack OAuth2
- Create app at Slack API
- Add scopes:
chat:write
, chat:write.public
- Install to workspace
- Add bot token in Credentials → Slack OAuth2 API
3. Configure Node Settings
Google Drive Folder ID
- Create a folder in Drive for PDFs
- Copy folder ID from the URL →
https://drive.google.com/drive/folders/FOLDER_ID_HERE
- Paste in the “Upload to Google Drive” node
Google Sheets Configuration
- Create a new sheet titled “Support Ticket Documentation Log.”
- 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 |
- Copy Sheet ID from URL →
https://docs.google.com/spreadsheets/d/SHEET_ID_HERE/edit
- Paste it in the “Update Google Sheets” node configuration.
Slack Channel ID
-
Right-click your Slack channel → View Channel Details
-
Copy the Channel ID
-
Update it in:
- “Send Slack Notification” node
- “Error – PDF Failed” node
- “Error – Upload Failed” node
4. Configure Webhook in Support Tool
-
Activate the workflow in n8n
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Copy the Webhook URL from the “Webhook – Receive Ticket” node
-
In Zendesk/Freshdesk:
- Trigger: “Ticket Status = Resolved”
- Method:
POST
- Paste the n8n webhook URL
- Send ticket data as JSON
5. Test the Workflow
-
Click “Execute Workflow” manually
-
Send a test webhook
-
Verify each step completes successfully
-
Check:
- Generated PDF in Google Drive
- Row entry in Google Sheets
- Slack notification delivery
How It Works
- Webhook Trigger → Receives resolved ticket
- Data Extraction → Normalizes ticket fields
- AI Summarization (OpenAI) → Generates structured summary
- HTML Formatting → Styles and adds branding
- PDF Conversion (PDFMunk) → Converts HTML → PDF
- Google Drive Upload → Saves and returns shareable link
- Sheets Logging → Appends ticket info + PDF link
- Slack Notification → Notifies team with summary
- Error Handling → Detects and reports failures
- 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
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
- Test before production rollout
- Monitor first-week error logs
- Organize Drive by date/priority
- Validate Sheets columns
- Use a dedicated Slack channel
- Archive old PDFs regularly
- Review AI summaries weekly
- 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.