Automated Email Support Triage with GPT-4, Gmail & Trello
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Marth - Business Automation
Description
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.
Ticket Ingestion: The workflow starts when a new email arrives in your support inbox via the Gmail Trigger.
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").
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.
Ticket Creation: Regardless of urgency, a Trello card is created for the ticket, including all the AI's analysis and the original email content.
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.
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 🛠️
Import the Workflow: Copy the provided workflow JSON and import it into your n8n instance.
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.
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.
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.