What problem does the AI Support Triage solve?

The support team was drowning in tickets arriving from email and website forms. Customers waited hours for acknowledgement and urgent issues got buried. Classification was inconsistent with no standardised prioritisation. No auto-acknowledgement or ticket ID system existed, hurting customer experience. The client needed instant triage to scale support without hiring more agents.

How does the AI Support Triage work?

Gmail trigger watches the support inbox while a form trigger captures website submissions. A JavaScript code node unifies both sources into one clean ticket schema. GPT-4o-mini returns structured JSON: topic, urgency, sentiment, summary, suggested routing, and a professional reply draft. A parse-and-merge node reliably extracts the AI output, fixes formatting, and recombines it with the original ticket. Slack receives a formatted, priority-tagged alert in the support channel. Google Sheets logs the complete ticket for reporting. Gmail immediately sends a personalised acknowledgement with ticket ID and expected response time.

Which tools and integrations does it use?

It is built on n8n and integrates n8n, OpenAI GPT-4o-mini, Gmail API, Slack API, Google Sheets, JavaScript.

What results does it deliver?

20+ hours saved per week on manual triage and reply drafting. 90% faster response time — instant acknowledgement instead of hours. 100% classification consistency, no more misrouted tickets. Higher customer satisfaction from instant replies and faster resolution. Scales to thousands of tickets without extra headcount.

AI Customer Support Triage with n8n & GPT-4o-mini

Multi-channel support triage system that classifies incoming customer tickets with LLMs by urgency and sentiment, notifies Slack and drafts responses.