This workflow follows the Agent → Gmail recipe pattern — see all workflows that pair these two integrations.
The workflow JSON
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{
"name": "AI Support Ticket Triage",
"active": false,
"settings": {
"executionOrder": "v1"
},
"versionId": "901ed2f2-7d68-4ff0-ab85-e3885f97607c",
"nodes": [
{
"parameters": {
"path": "support-ticket-v3",
"httpMethod": "POST",
"responseMode": "onReceived"
},
"id": "ticket_webhook",
"name": "Ticket Webhook",
"type": "n8n-nodes-base.webhook",
"typeVersion": 1,
"position": [
220,
320
]
},
{
"parameters": {
"jsCode": "return $input.all().map((item) => {\n const subject = String(item.json.subject || 'No subject');\n const message = String(item.json.message || item.json.description || 'No message');\n return {\n json: {\n ...item.json,\n subject,\n message,\n receivedAt: new Date().toISOString(),\n },\n };\n});"
},
"id": "normalize_ticket",
"name": "Normalize Ticket",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
450,
320
]
},
{
"parameters": {
"jsCode": "return $input.all().map((item) => {\n const lowered = (String(item.json.subject || '') + ' ' + String(item.json.message || '')).toLowerCase();\n\n let deterministicScore = 30;\n if (lowered.includes('outage') || lowered.includes('down')) deterministicScore += 35;\n if (lowered.includes('payment') || lowered.includes('billing')) deterministicScore += 20;\n if (lowered.includes('security') || lowered.includes('breach')) deterministicScore += 25;\n\n return {\n json: {\n ...item.json,\n deterministicScore,\n baselineQueue: deterministicScore >= 70 ? 'urgent-human' : 'ai-assisted',\n },\n };\n});"
},
"id": "deterministic_ticket_score",
"name": "Deterministic Ticket Score",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
700,
320
]
},
{
"parameters": {
"promptType": "define",
"text": "={{'You triage support tickets. Return strict JSON with keys aiScore (0-100), priority (urgent-human|human|ai-assisted), summary (string). Ticket payload: ' + JSON.stringify($json)}}",
"options": {}
},
"id": "ai_ticket_triage_agent",
"name": "AI Ticket Triage Agent",
"type": "@n8n/n8n-nodes-langchain.agent",
"typeVersion": 3.1,
"position": [
940,
220
]
},
{
"parameters": {
"model": {
"mode": "list",
"value": "gpt-4.1-mini"
},
"options": {}
},
"id": "openai_chat_model",
"name": "OpenAI Chat Model",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"typeVersion": 1.3,
"position": [
940,
520
]
},
{
"parameters": {
"jsCode": "return $input.all().map((item) => {\n const rawCandidate =\n item.json.output ??\n item.json.text ??\n item.json.response ??\n item.json.result ??\n item.json;\n\n let parsed = {};\n\n if (typeof rawCandidate === 'string') {\n try {\n parsed = JSON.parse(rawCandidate);\n } catch (error) {\n parsed = { summary: rawCandidate };\n }\n } else if (rawCandidate && typeof rawCandidate === 'object') {\n parsed = rawCandidate;\n }\n\n const pickNumber = (...keys) => {\n for (const key of keys) {\n const value = Number(parsed[key]);\n if (Number.isFinite(value) && value > 0) return value;\n }\n return 0;\n };\n\n const pickString = (...keys) => {\n for (const key of keys) {\n const value = parsed[key];\n if (typeof value === 'string' && value.trim()) return value.trim();\n }\n return '';\n };\n\n return {\n json: {\n aiScore: pickNumber('aiScore', 'score', 'riskScore', 'severityScore', 'readinessScore'),\n aiPriority: pickString('priority', 'queue', 'recommendation', 'decision'),\n aiSummary: pickString('summary', 'rationale', 'reason', 'triageSummary', 'recommendation') || 'ai_response_unavailable',\n aiPayload: parsed,\n },\n };\n});"
},
"id": "parse_ai_output",
"name": "Parse AI Output",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
1160,
220
]
},
{
"parameters": {
"mode": "combine"
},
"id": "merge_ai_with_rules",
"name": "Merge AI with Rules",
"type": "n8n-nodes-base.merge",
"typeVersion": 3,
"position": [
1160,
360
]
},
{
"parameters": {
"jsCode": "return $input.all().map((item) => {\n const deterministicScore = Number(item.json.deterministicScore || 0);\n const aiScore = Number(item.json.aiScore || 0);\n const triageScore = aiScore > 0\n ? Math.round((deterministicScore * 0.6) + (aiScore * 0.4))\n : deterministicScore;\n\n const queue = triageScore >= 70\n ? 'urgent-human'\n : (item.json.aiPriority || item.json.baselineQueue || 'ai-assisted');\n\n return {\n json: {\n ...item.json,\n triageScore,\n queue,\n summary: item.json.aiSummary || 'deterministic fallback used',\n },\n };\n});"
},
"id": "final_ticket_decision",
"name": "Final Ticket Decision",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
1380,
360
]
},
{
"parameters": {
"conditions": {
"number": [
{
"value1": "={{$json.triageScore}}",
"operation": "largerEqual",
"value2": 70
}
]
}
},
"id": "human_escalation_check",
"name": "Human Escalation?",
"type": "n8n-nodes-base.if",
"typeVersion": 2,
"position": [
1600,
360
]
},
{
"parameters": {
"resource": "databasePage",
"operation": "create",
"databaseId": {
"mode": "url",
"value": "https://www.notion.so/00000000000000000000000000000000"
},
"title": "={{\"Ticket: \" + ($json.subject || \"No subject\") + \" | \" + ($json.queue || \"ai-assisted\")}}",
"simple": true
},
"id": "notion_log_ticket",
"name": "Notion Log Ticket",
"type": "n8n-nodes-base.notion",
"typeVersion": 2.2,
"position": [
1820,
360
]
},
{
"parameters": {
"resource": "message",
"operation": "post",
"select": "channel",
"channelId": {
"mode": "id",
"value": "C01234567"
},
"messageType": "text",
"text": "={{\"\ud83d\udea8 Urgent ticket: \" + ($json.subject || \"No subject\") + \" | score \" + ($json.triageScore || 0)}}"
},
"id": "slack_urgent_ticket",
"name": "Slack Urgent Ticket",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.4,
"position": [
1820,
180
]
},
{
"parameters": {
"resource": "message",
"operation": "post",
"select": "channel",
"channelId": {
"mode": "id",
"value": "C01234567"
},
"messageType": "text",
"text": "={{\"Ticket triaged to \" + ($json.queue || \"ai-assisted\") + \" | \" + ($json.subject || \"No subject\")}}"
},
"id": "slack_standard_ticket",
"name": "Slack Standard Ticket",
"type": "n8n-nodes-base.slack",
"typeVersion": 2.4,
"position": [
1820,
540
]
},
{
"parameters": {
"resource": "message",
"operation": "send",
"sendTo": "={{$json.email || \"customer@example.com\"}}",
"subject": "Support Ticket Update",
"message": "={{\"Queue: \" + ($json.queue || \"ai-assisted\") + \"\\nSummary: \" + ($json.summary || \"pending\")}}"
},
"id": "gmail_ticket_update",
"name": "Gmail Ticket Update",
"type": "n8n-nodes-base.gmail",
"typeVersion": 2.2,
"position": [
2050,
360
]
}
],
"connections": {
"Ticket Webhook": {
"main": [
[
{
"node": "Normalize Ticket",
"type": "main",
"index": 0
}
]
]
},
"Normalize Ticket": {
"main": [
[
{
"node": "Deterministic Ticket Score",
"type": "main",
"index": 0
}
]
]
},
"Deterministic Ticket Score": {
"main": [
[
{
"node": "AI Ticket Triage Agent",
"type": "main",
"index": 0
}
],
[
{
"node": "Merge AI with Rules",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model": {
"ai_languageModel": [
[
{
"node": "AI Ticket Triage Agent",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"AI Ticket Triage Agent": {
"main": [
[
{
"node": "Parse AI Output",
"type": "main",
"index": 0
}
]
]
},
"Parse AI Output": {
"main": [
[
{
"node": "Merge AI with Rules",
"type": "main",
"index": 1
}
]
]
},
"Merge AI with Rules": {
"main": [
[
{
"node": "Final Ticket Decision",
"type": "main",
"index": 0
}
]
]
},
"Final Ticket Decision": {
"main": [
[
{
"node": "Human Escalation?",
"type": "main",
"index": 0
}
]
]
},
"Human Escalation?": {
"main": [
[
{
"node": "Slack Urgent Ticket",
"type": "main",
"index": 0
},
{
"node": "Notion Log Ticket",
"type": "main",
"index": 0
}
],
[
{
"node": "Slack Standard Ticket",
"type": "main",
"index": 0
},
{
"node": "Notion Log Ticket",
"type": "main",
"index": 0
}
]
]
},
"Notion Log Ticket": {
"main": [
[
{
"node": "Gmail Ticket Update",
"type": "main",
"index": 0
}
]
]
}
}
}
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About this workflow
AI Support Ticket Triage. Uses agent, lmChatOpenAi, notion, slack. Webhook trigger; 13 nodes.
Source: https://github.com/JefferyAddaeSecB/n8n-ai-support-ticket-triage/blob/1b4ab19261e01c40f56f7fa43f7ac06ffd6d9472/n8n/workflow.json — original creator credit. Request a take-down →
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