Triage support tickets into SLA queues via webhook, Gmail and Google Sheets
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TinyOps Studio
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).
This workflow was created by TinyOps Studio and shared publicly on the n8n community template library. n8nFind indexes it for discovery — the workflow remains the property of its original creator.