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Système de gestion et de suivi des requêtes de support client multicanal

Intermédiaire

Ceci est unTicket Managementworkflow d'automatisation du domainecontenant 15 nœuds.Utilise principalement des nœuds comme Set, Html, Gmail, Merge, Slack. viaSlacketGoogle表格gestion来自e-mailet网页表单declientrequête

Prérequis
  • •Compte Google et informations d'identification Gmail API
  • •Token Bot Slack ou URL Webhook
  • •Point de terminaison HTTP Webhook (généré automatiquement par n8n)
  • •Informations d'identification Google Sheets API

Nœuds utilisés (15)

Set
Html
Gmail
Merge
Slack
Switch
Webhook
StickyNote
GoogleSheets
EmailReadImap

Catégorie

Gestion des tickets
Aperçu du workflow
Visualisation des connexions entre les nœuds, avec support du zoom et du déplacement
React Flow
Exporter le workflow
Copiez la configuration JSON suivante dans n8n pour importer et utiliser ce workflow
{
  "id": "ZScCHEPi38wDZHiB",
  "meta": {
    "instanceId": "15d6057a37b8367f33882dd60593ee5f6cc0c59310ff1dc66b626d726083b48d",
    "templateCredsSetupCompleted": true
  },
  "name": "Multi-Channel Customer Support Inquiry Management and Tracking System",
  "tags": [],
  "nodes": [
    {
      "id": "c454d429-cc3f-4b56-8730-c72c81938555",
      "name": "Déclencheur d'e-mail",
      "type": "n8n-nodes-base.emailReadImap",
      "position": [
        400,
        280
      ],
      "parameters": {
        "options": {}
      },
      "typeVersion": 2.1
    },
    {
      "id": "c6be407e-9f2e-4011-9141-f80d5cbae5aa",
      "name": "Déclencheur Webhook - Web Form",
      "type": "n8n-nodes-base.webhook",
      "position": [
        400,
        464
      ],
      "webhookId": "b3f9002c-b1cb-4e99-a658-7d10f767f7a3",
      "parameters": {
        "path": "customer-inquiry",
        "options": {},
        "httpMethod": "POST",
        "responseMode": "lastNode"
      },
      "typeVersion": 2.1
    },
    {
      "id": "b67fb3e2-0a16-4044-a741-354e24dfdb46",
      "name": "Extract E-mail Content",
      "type": "n8n-nodes-base.html",
      "position": [
        624,
        280
      ],
      "parameters": {
        "options": {
          "trimValues": true,
          "cleanUpText": true
        },
        "operation": "extractHtmlContent",
        "dataPropertyName": "={{ $json.html }}",
        "extractionValues": {
          "values": [
            {
              "key": "text",
              "cssSelector": "body"
            }
          ]
        }
      },
      "typeVersion": 1.2
    },
    {
      "id": "95f5f69d-1c14-438b-a996-2448a60387fe",
      "name": "Parse E-mail Data",
      "type": "n8n-nodes-base.set",
      "position": [
        848,
        280
      ],
      "parameters": {
        "options": {},
        "assignments": {
          "assignments": [
            {
              "id": "id-1",
              "name": "customerName",
              "type": "string",
              "value": "={{ $json.from.name }}"
            },
            {
              "id": "id-2",
              "name": "customerEmail",
              "type": "string",
              "value": "={{ $json.from.address }}"
            },
            {
              "id": "id-3",
              "name": "subject",
              "type": "string",
              "value": "={{ $json.subject }}"
            },
            {
              "id": "id-4",
              "name": "message",
              "type": "string",
              "value": "={{ $json.text }}"
            },
            {
              "id": "id-5",
              "name": "source",
              "type": "string",
              "value": "email"
            },
            {
              "id": "id-6",
              "name": "receivedAt",
              "type": "string",
              "value": "={{ $json.date }}"
            },
            {
              "id": "id-7",
              "name": "inquiryType",
              "type": "string",
              "value": "={{ $json.subject.toLowerCase().includes('urgent') || $json.subject.toLowerCase().includes('緊急') ? 'urgent' : ($json.subject.toLowerCase().includes('billing') || $json.subject.toLowerCase().includes('請求') ? 'billing' : 'general') }}"
            }
          ]
        },
        "includeOtherFields": true
      },
      "typeVersion": 3.4
    },
    {
      "id": "9f2a42ae-c6fc-4ad9-b2d8-dd488b77e380",
      "name": "Parse Déclencheur Webhook Data",
      "type": "n8n-nodes-base.set",
      "position": [
        848,
        472
      ],
      "parameters": {
        "options": {},
        "assignments": {
          "assignments": [
            {
              "id": "id-1",
              "name": "customerName",
              "type": "string",
              "value": "={{ $json.body.name }}"
            },
            {
              "id": "id-2",
              "name": "customerEmail",
              "type": "string",
              "value": "={{ $json.body.email }}"
            },
            {
              "id": "id-3",
              "name": "subject",
              "type": "string",
              "value": "={{ $json.body.subject }}"
            },
            {
              "id": "id-4",
              "name": "message",
              "type": "string",
              "value": "={{ $json.body.message }}"
            },
            {
              "id": "id-5",
              "name": "source",
              "type": "string",
              "value": "webform"
            },
            {
              "id": "id-6",
              "name": "receivedAt",
              "type": "string",
              "value": "={{ $now }}"
            },
            {
              "id": "id-7",
              "name": "inquiryType",
              "type": "string",
              "value": "={{ $json.body.type || 'general' }}"
            }
          ]
        },
        "includeOtherFields": true
      },
      "typeVersion": 3.4
    },
    {
      "id": "fd42df65-9c60-4472-a712-9be61b81ea56",
      "name": "Fusionner Inquiries",
      "type": "n8n-nodes-base.merge",
      "position": [
        1072,
        376
      ],
      "parameters": {
        "mode": "combine",
        "options": {},
        "combineBy": "combineByPosition"
      },
      "typeVersion": 3.2
    },
    {
      "id": "f7c07e85-6661-4519-b93a-d030c63bc237",
      "name": "Route by Inquiry Type",
      "type": "n8n-nodes-base.switch",
      "position": [
        1296,
        248
      ],
      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "General Inquiries",
              "conditions": {
                "options": {
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.inquiryType }}",
                    "rightValue": "general"
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "Urgent Inquiries",
              "conditions": {
                "options": {
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.inquiryType }}",
                    "rightValue": "urgent"
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "Billing Inquiries",
              "conditions": {
                "options": {
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.inquiryType }}",
                    "rightValue": "billing"
                  }
                ]
              },
              "renameOutput": true
            }
          ]
        },
        "options": {}
      },
      "typeVersion": 3.3
    },
    {
      "id": "7e41903e-b0be-4ef1-ae94-505a0a9e9c36",
      "name": "Save to Google Sheets",
      "type": "n8n-nodes-base.googleSheets",
      "position": [
        1520,
        464
      ],
      "parameters": {
        "columns": {
          "value": {
            "source": "source",
            "message": "message",
            "subject": "subject",
            "receivedAt": "receivedAt",
            "inquiryType": "inquiryType",
            "customerName": "customerName",
            "customerEmail": "customerEmail"
          },
          "schema": [
            {
              "id": "customerName",
              "required": false,
              "displayName": "customerName",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "customerEmail",
              "required": false,
              "displayName": "customerEmail",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "subject",
              "required": false,
              "displayName": "subject",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "message",
              "required": false,
              "displayName": "message",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "source",
              "required": false,
              "displayName": "source",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "receivedAt",
              "required": false,
              "displayName": "receivedAt",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            },
            {
              "id": "inquiryType",
              "required": false,
              "displayName": "inquiryType",
              "defaultMatch": true,
              "canBeUsedToMatch": true
            }
          ],
          "mappingMode": "autoMapInputData",
          "matchingColumns": [
            "customerEmail"
          ]
        },
        "options": {},
        "operation": "appendOrUpdate",
        "sheetName": {
          "__rl": true,
          "mode": "name",
          "value": "<__PLACEHOLDER_VALUE__Sheet Name (e.g., Inquiries)__>"
        },
        "documentId": {
          "__rl": true,
          "mode": "id",
          "value": "<__PLACEHOLDER_VALUE__Google Sheets Document ID__>"
        }
      },
      "credentials": {
        "googleSheetsOAuth2Api": {
          "id": "fwevXXzMkUJJc2Ue",
          "name": "Google Sheets account 13"
        }
      },
      "typeVersion": 4.7
    },
    {
      "id": "950a8809-813f-4fe4-a261-122c122851ad",
      "name": "Notify Urgent - Slack",
      "type": "n8n-nodes-base.slack",
      "position": [
        1520,
        80
      ],
      "webhookId": "8883cd6f-545e-4aae-a072-7b9768cfb5cc",
      "parameters": {
        "text": "=🚨 *緊急問い合わせ* 🚨\n\n*顧客名:* {{ $json.customerName }}\n*メール:* {{ $json.customerEmail }}\n*件名:* {{ $json.subject }}\n*内容:* {{ $json.message }}\n*受信時刻:* {{ $json.receivedAt }}\n*ソース:* {{ $json.source }}",
        "select": "channel",
        "channelId": {
          "__rl": true,
          "mode": "id",
          "value": "<__PLACEHOLDER_VALUE__Slack Channel ID for Urgent Alerts__>"
        },
        "otherOptions": {},
        "authentication": "oAuth2"
      },
      "credentials": {
        "slackOAuth2Api": {
          "id": "M63jLDIkcZG3nnmS",
          "name": "Slack account 2"
        }
      },
      "typeVersion": 2.3
    },
    {
      "id": "10357ad4-18b3-492b-a722-7a5ddc53d7bc",
      "name": "Notify General - Slack",
      "type": "n8n-nodes-base.slack",
      "position": [
        1520,
        272
      ],
      "webhookId": "92dabdaa-e8d1-4388-9e2e-d47f4e1188be",
      "parameters": {
        "text": "=📩 *新規問い合わせ*\n\n*顧客名:* {{ $json.customerName }}\n*メール:* {{ $json.customerEmail }}\n*件名:* {{ $json.subject }}\n*内容:* {{ $json.message }}\n*受信時刻:* {{ $json.receivedAt }}\n*ソース:* {{ $json.source }}",
        "select": "channel",
        "channelId": {
          "__rl": true,
          "mode": "id",
          "value": "<__PLACEHOLDER_VALUE__Slack Channel ID for General Inquiries__>"
        },
        "otherOptions": {},
        "authentication": "oAuth2"
      },
      "credentials": {
        "slackOAuth2Api": {
          "id": "M63jLDIkcZG3nnmS",
          "name": "Slack account 2"
        }
      },
      "typeVersion": 2.3
    },
    {
      "id": "950d0a86-1ea9-4a6a-a95f-3ed28a2947b6",
      "name": "Send Auto-Reply E-mail",
      "type": "n8n-nodes-base.gmail",
      "position": [
        1296,
        472
      ],
      "webhookId": "2ce90d1d-e498-4003-b93c-32a225d1a1de",
      "parameters": {
        "sendTo": "={{ $json.customerEmail }}",
        "message": "=こんにちは {{ $json.customerName }} 様、\n\nお問い合わせいただきありがとうございます。\n\nご連絡を受け付けました。担当者が確認次第、できるだけ早くご返信させていただきます。\n\n何かご不明な点がございましたら、お気軽にお問い合わせください。\n\nよろしくお願いいたします。\nカスタマーサポートチーム",
        "options": {},
        "subject": "=Re: {{ $json.subject }}"
      },
      "credentials": {
        "gmailOAuth2": {
          "id": "jVcyBJ7jBcuc69EM",
          "name": "Gmail account 3"
        }
      },
      "typeVersion": 2.1
    },
    {
      "id": "6a40ae19-43f5-4659-96c0-eedcd799da14",
      "name": "Note adhésive",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -448,
        48
      ],
      "parameters": {
        "width": 688,
        "height": 960,
        "content": "## Multi-Channel Customer Support Inquiry Management and Tracking System\n\n\n**Who's it for?**\nCustomer support teams, marketing & sales teams, SMBs, individuals needing efficient inquiry management.\n\n**How it works / What it does**\nThis workflow automates the collection, processing, routing, and tracking of customer inquiries from multiple sources.\n\n1.  **Multi-Channel Input**: Listens for inquiries from incoming emails (IMAP) and web form submissions (Webhook).\n2.  **Data Extraction & Parsing**: Extracts details like customer name, email, subject, message, source, received timestamp, and intelligently determines `inquiryType` (urgent, billing, general) from both email content and web form data.\n3.  **Merge Inquiries**: Combines parsed data from both channels into a single stream for unified processing.\n4.  **Route by Inquiry Type**: Directs inquiries based on their type (`urgent`, `general`, `billing`):\n    *   **Urgent Inquiries**: Notified to a specific Slack channel.\n    *   **General Inquiries**: Notified to another designated Slack channel.\n    *   **Billing Inquiries**: Also routed for notification (e.g., to general channel or a custom one).\n5.  **Save to Google Sheets**: Logs all inquiry details into a central Google Sheet for record-keeping.\n6.  **Send Auto-Reply Email**: Automatically sends a confirmation email to the customer.\n\n**Setup Requirements**\n\n*   **n8n Instance**\n*   **Google Sheets Account**: Create a spreadsheet with `customerName, customerEmail, subject, message, source, receivedAt, inquiryType` headers. Configure Spreadsheet ID and Sheet Name in the 'Save to Google Sheets' node.\n*   **IMAP Email Account**: Set up the 'Email Trigger' node to connect to your IMAP server.\n*   **Webhook-enabled Web Form**: Configure your web form to send JSON data (with `name, email, subject, message, type` fields) to the 'Webhook - Web Form' URL.\n*   **Slack Workspace**: Set up Slack credentials and specify Channel IDs for urgent and general notifications.\n*   **Gmail Account**: Set up Gmail credentials for sending auto-reply emails.\n\n**How to customize the workflow**\n\n*   **Expand Inquiry Types**: Add more specific rules in the 'Route by Inquiry Type' node.\n*   **Integrate Other Notifications**: Connect to MS Teams, Discord, SMS, etc.\n*   **CRM Integration**: Add nodes to push data to Salesforce, HubSpot, or other CRMs.\n*   **Advanced Prioritization**: Implement AI for sentiment analysis or complex escalation logic.\n\n---"
      },
      "typeVersion": 1
    },
    {
      "id": "c856e1b3-46be-4d2e-aec5-97489e752a18",
      "name": "Note adhésive1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        336,
        128
      ],
      "parameters": {
        "color": 3,
        "height": 480,
        "content": "## Multi-Channel Input \n**Listens for inquiries from incoming emails (IMAP) and web form submissions (Webhook)."
      },
      "typeVersion": 1
    },
    {
      "id": "bd8ae3aa-7797-4b04-bda6-dd5e4ed6c859",
      "name": "Note adhésive2",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        1040,
        0
      ],
      "parameters": {
        "color": 4,
        "width": 704,
        "height": 672,
        "content": "## Send Auto-Reply\n"
      },
      "typeVersion": 1
    },
    {
      "id": "db09a2a4-fbd9-4c1e-be9e-63787ceb324b",
      "name": "Note adhésive3",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        608,
        80
      ],
      "parameters": {
        "color": 6,
        "width": 368,
        "height": 560,
        "content": "## Data Extraction & Parsing \n**Extracts details like customer name, email, subject, message, source, received timestamp, and intelligently determines inquiryType (urgent, billing, general) from both email content and web form data."
      },
      "typeVersion": 1
    }
  ],
  "active": false,
  "pinData": {},
  "settings": {
    "executionOrder": "v1"
  },
  "versionId": "d94a9640-9ad6-424f-a790-18dc46bd1ec7",
  "connections": {
    "Email Trigger": {
      "main": [
        [
          {
            "node": "Extract Email Content",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Merge Inquiries": {
      "main": [
        [
          {
            "node": "f7c07e85-6661-4519-b93a-d030c63bc237",
            "type": "main",
            "index": 0
          },
          {
            "node": "Send Auto-Reply Email",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Parse Email Data": {
      "main": [
        [
          {
            "node": "Merge Inquiries",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Parse Webhook Data": {
      "main": [
        [
          {
            "node": "Merge Inquiries",
            "type": "main",
            "index": 1
          }
        ]
      ]
    },
    "Webhook - Web Form": {
      "main": [
        [
          {
            "node": "Parse Webhook Data",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Extract Email Content": {
      "main": [
        [
          {
            "node": "Parse Email Data",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "f7c07e85-6661-4519-b93a-d030c63bc237": {
      "main": [
        [
          {
            "node": "7e41903e-b0be-4ef1-ae94-505a0a9e9c36",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "950a8809-813f-4fe4-a261-122c122851ad",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "10357ad4-18b3-492b-a722-7a5ddc53d7bc",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  }
}
Foire aux questions

Comment utiliser ce workflow ?

Copiez le code de configuration JSON ci-dessus, créez un nouveau workflow dans votre instance n8n et sélectionnez "Importer depuis le JSON", collez la configuration et modifiez les paramètres d'authentification selon vos besoins.

Dans quelles scénarios ce workflow est-il adapté ?

Intermédiaire - Gestion des tickets

Est-ce payant ?

Ce workflow est entièrement gratuit et peut être utilisé directement. Veuillez noter que les services tiers utilisés dans le workflow (comme l'API OpenAI) peuvent nécessiter un paiement de votre part.

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Catégorie1
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Description de la difficulté

Adapté aux utilisateurs expérimentés, avec des workflows de complexité moyenne contenant 6-15 nœuds

Auteur
tsushima ryuto

tsushima ryuto

@tsushimaryuto2
Liens externes
Voir sur n8n.io →

Partager ce workflow

Catégories

IA Multimodale
1540
Intelligence Artificielle
1108
Création de contenu
695
Résumé IA
516
Marketing
419
Chatbot IA
251
Ingénierie
241
Étude de marché
203
Divers
193
Autres
176
Ventes
162
Opérations IT
156
Extraction de documents
147
RAG IA
146
Blocs de construction
144
Réseaux sociaux
137
Génération de leads
125
Productivité personnelle
117
DevOps
111
Ressources Humaines
101
Support
97
Nurturing de leads
87
CRM
82
Finance
81
Produit
77
Chatbot de support
76
Design
70
Gestion des tickets
67
Opérations de sécurité
57
Traitement des factures
53
Trading crypto
49
Gestion de fichiers
39
Gestion de projet
35
Wiki interne
32

Catégories: 34