Most support teams spend 40–70% of their time just reading and sorting tickets before anyone actually helps a customer. This template reads every incoming email, classifies the issue, scores urgency, routes it to the right person, and auto-acknowledges the customer — all in under 30 seconds.
The workflow triggers the moment a new email arrives in your support Gmail inbox. Here is exactly what happens:
n8n or Make.com monitors your Gmail support inbox and triggers instantly when a new unread email arrives. No manual checking required — the workflow wakes up automatically.
The email subject and body are sent to GPT-4o-mini with a structured prompt. The AI returns a JSON object containing the issue category, urgency score (1–10), a one-sentence summary of the problem, the recommended team to handle it, and a draft acknowledgement reply.
All classified ticket data — sender, subject, category, urgency score, summary, assigned team, and timestamp — is appended to your Tickets sheet. You get a complete, searchable support log without any manual data entry.
An IF node checks the urgency score. Tickets scoring 7 or above (or classified as Critical) trigger an immediate alert email to your support manager — with the full classification, summary, and AI-drafted reply ready to use.
Regardless of urgency, every customer gets a professional acknowledgement email within seconds of sending their support request. The reply uses GPT-drafted text that confirms receipt, summarises their issue, and sets expectations — it sounds human, not robotic.
| n8n workflow | 7-node workflow JSON — Gmail Trigger, OpenAI (classify + score), Code (parse response), Google Sheets (log), IF (urgency routing), Gmail (manager alert), Gmail (customer acknowledgement) |
| Make.com blueprint | Same logic built in Make.com module format — import and connect credentials |
| PDF setup guide | Plain-English step-by-step guide — Sheet setup, credential connection, test & activate |
| Markdown guide | Same guide in .md format — readable in any text editor or GitHub |
| Licence | Personal commercial licence — use on your own business, unlimited runs |
A Gmail trigger fires on every new unread email. The workflow sends the subject and body to GPT-4o-mini, which returns a structured JSON with issue category, urgency score (1–10), summary, suggested team, and a draft reply. This data is logged to Google Sheets, urgent tickets alert your manager, and every customer gets an auto-acknowledgement.
Six categories: billing, technical, feature_request, account, refund, and general. You can add or edit categories by modifying the system prompt in the OpenAI node. The urgency scale goes from 1 (low — general enquiry) to 10 (critical — service down, data loss, security incident).
Yes. Every ticket receives an AI-drafted acknowledgement email sent to the customer within seconds. The reply confirms receipt, summarises their issue, and sets expectations. It reads like a human wrote it — not a template. For urgent tickets, the manager alert also contains the draft reply for personalised follow-up.
For small teams, yes. Gorgias starts at $50/month. This template handles automated triage, urgency scoring, routing, and acknowledgements for a one-time $79 with no monthly fees. Larger enterprises needing deep CRM integrations may still need paid helpdesks — but for teams processing under 200 tickets per day, this covers the core triage problem.
GPT-4o-mini processes a typical support email for approximately $0.001. At 100 tickets per day that is about $3/month in API costs. At 500 tickets per day, under $15/month — a fraction of any dedicated helpdesk tool.
Yes. The system prompt in the OpenAI node is fully editable. Add custom categories, redefine urgency levels, include product-specific terminology, or adjust the IF node to route different urgency levels to different team members or Slack channels. The setup guide walks you through every customisation point.
Import the workflow, connect Gmail and Google Sheets, and your support inbox is being triaged automatically. No coding required.
Get the Template — $79