Triage and escalate support tickets with OpenAI, Google Sheets, and Gmail
Ready for 3.0Ready for 3.0. This template uses no nodes that n8n 3.0 removes. No removed nodes, versions or helpers found. Static check, last run 2026-10-19.
What this workflow does
This workflow has 19 nodes and runs when an HTTP GET request hits its webhook URL (plus 1 other trigger). Along the way it connects Google Sheets and Gmail. It also calls api.openai.com over HTTP.
How it runs
Trigger: When an HTTP GET request hits its webhook URL (plus 1 other trigger).
- Validate And Redact Ticket (Code): runs custom JavaScript code
- Read Tickets in Sheets (Google Sheets): uses Google Sheets
- Find Open Duplicate Ticket (Google Sheets): uses Google Sheets
- Create SLA Risk Summary (Code): runs custom JavaScript code
- Lookup Customer Context (Google Sheets): uses Google Sheets
- Check SLA Risk Presence (If): checks a condition and branches into true / false
- Load Knowledge Base (Google Sheets): uses Google Sheets
- Email SLA Risk Summary (Gmail): uses Gmail
- Match Knowledge Base Articles (Code): runs custom JavaScript code
- Classify Ticket With OpenAI (HTTP Request): calls api.openai.com (POST)
…plus 7 more steps. See the full node list below.
Services it uses
HTTP calls to: api.openai.com
Before you upgrade to n8n 3.0
Nothing in this workflow is removed in n8n 3.0, so it should import and run after the upgrade.
Nodes used (8)
- Webhook
n8n-nodes-base.webhook - Code
n8n-nodes-base.code - Google Sheets
n8n-nodes-base.googleSheets - HTTP Request
n8n-nodes-base.httpRequest - If
n8n-nodes-base.if - Gmail
n8n-nodes-base.gmail - Respond to Webhook
n8n-nodes-base.respondToWebhook - Schedule Trigger
n8n-nodes-base.scheduleTrigger
From the author
Quick overview Triage support tickets with privacy-safe AI, duplicate detection, customer context, knowledge base matching, SLA deadlines, and escalation alerts. This workflow logs tickets in Google Sheets, routes urgent or low-confidence cases to humans, and…