Tri automatique du support client avec GPT, Gmail, Slack et un tableau de bord
Avancé
Ceci est unTicket Management, AI Summarizationworkflow d'automatisation du domainecontenant 21 nœuds.Utilise principalement des nœuds comme Code, Slack, OpenAi, Switch, Airtable. Tri automatisé des demandes de support client via GPT, Gmail, Slack et un tableau de bord
Prérequis
- •Token Bot Slack ou URL Webhook
- •Clé API OpenAI
- •Clé API Airtable
- •Compte Google et informations d'identification Gmail API
- •Informations d'identification Google Sheets API
Nœuds utilisés (21)
Catégorie
Aperçu du workflow
Visualisation des connexions entre les nœuds, avec support du zoom et du déplacement
Exporter le workflow
Copiez la configuration JSON suivante dans n8n pour importer et utiliser ce workflow
{
"meta": {
"instanceId": "db30e8ae4100235addbd4638770997b7ef11878d049073c888ba440ca84c55fc"
},
"nodes": [
{
"id": "fd8ec780-8941-4736-88e7-cbc148f1deb7",
"name": "Surveiller les e-mails de support",
"type": "n8n-nodes-base.gmailTrigger",
"position": [
-1008,
112
],
"parameters": {
"filters": {
"sender": "",
"labelIds": [
"INBOX"
],
"readStatus": "unread"
},
"pollTimes": {
"item": [
{
"mode": "everyMinute"
}
]
}
},
"typeVersion": 1.3
},
{
"id": "ff2c6f81-1137-4ef5-b96d-69f08c538d9d",
"name": "Moteur d'analyse IA",
"type": "n8n-nodes-base.openAi",
"position": [
-752,
112
],
"parameters": {
"prompt": {
"messages": [
{
"role": "system",
"content": "You are an expert customer support analyst. Analyze the email and provide: 1) Sentiment (Positive/Neutral/Negative/Critical), 2) Urgency Level (Low/Medium/High/Critical), 3) Category (Technical/Billing/Feature Request/Bug Report/General Inquiry), 4) Key Issues (bullet points), 5) Suggested Response (professional and empathetic). Return as JSON."
},
{
"content": "Email Subject: {{ $json.subject }}\n\nEmail Body: {{ $json.body }}\n\nFrom: {{ $json.from }}"
}
]
},
"options": {
"maxTokens": 1000,
"temperature": 0.3
},
"resource": "chat",
"requestOptions": {}
},
"typeVersion": 1.1
},
{
"id": "8b706330-4e9f-40f6-b4f8-02fe2988eed4",
"name": "Analyser et enrichir les données",
"type": "n8n-nodes-base.code",
"position": [
-496,
112
],
"parameters": {
"jsCode": "const aiResponse = JSON.parse($input.first().json.choices[0].message.content);\nconst emailData = $('Monitor Support Emails').first().json;\n\nreturn {\n json: {\n timestamp: new Date().toISOString(),\n customer_email: emailData.from,\n customer_name: emailData.from.split('<')[0].trim(),\n subject: emailData.subject,\n body: emailData.body,\n email_id: emailData.id,\n thread_id: emailData.threadId,\n \n // AI Analysis Results\n sentiment: aiResponse.sentiment,\n urgency: aiResponse.urgency_level,\n category: aiResponse.category,\n key_issues: aiResponse.key_issues,\n suggested_response: aiResponse.suggested_response,\n \n // Scoring\n priority_score: calculatePriority(aiResponse.urgency_level, aiResponse.sentiment),\n requires_immediate_attention: aiResponse.urgency_level === 'Critical' || aiResponse.sentiment === 'Critical'\n }\n};\n\nfunction calculatePriority(urgency, sentiment) {\n const urgencyScores = { 'Low': 1, 'Medium': 2, 'High': 3, 'Critical': 4 };\n const sentimentScores = { 'Positive': 0, 'Neutral': 1, 'Negative': 2, 'Critical': 3 };\n return (urgencyScores[urgency] || 2) * 25 + (sentimentScores[sentiment] || 1) * 10;\n}"
},
"typeVersion": 2
},
{
"id": "52100d0c-5fb5-4e9f-a9bd-06a18a3d548f",
"name": "Router par urgence",
"type": "n8n-nodes-base.switch",
"position": [
-256,
112
],
"parameters": {
"rules": {
"values": [
{
"conditions": {
"options": {
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"operator": {
"type": "string",
"operation": "equals"
},
"leftValue": "",
"rightValue": ""
}
]
}
}
]
},
"options": {}
},
"typeVersion": 3
},
{
"id": "93c91813-4e80-4d68-9481-ae3ec127f519",
"name": "Alerter les problèmes critiques",
"type": "n8n-nodes-base.slack",
"position": [
0,
0
],
"webhookId": "0c0c977b-f166-40b6-87bd-232356728544",
"parameters": {
"text": "🚨 *CRITICAL CUSTOMER ISSUE DETECTED*\n\n*Customer:* {{ $json.customer_name }} ({{ $json.customer_email }})\n*Subject:* {{ $json.subject }}\n*Sentiment:* {{ $json.sentiment }} | *Urgency:* {{ $json.urgency }}\n*Category:* {{ $json.category }}\n*Priority Score:* {{ $json.priority_score }}/110\n\n*Key Issues:*\n{{ $json.key_issues }}\n\n*Suggested Response:*\n```\n{{ $json.suggested_response }}\n```\n\n*Action Required:* Respond within 30 minutes\n*Email ID:* {{ $json.email_id }}",
"otherOptions": {
"mrkdwn": true
},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "9e35f1a2-7e66-4798-bbe9-fd843fd4d67e",
"name": "Enregistrer les tickets courants",
"type": "n8n-nodes-base.slack",
"position": [
0,
208
],
"webhookId": "8e6c2a7d-d35a-4ba3-bf96-7b6c33a5d8a4",
"parameters": {
"text": "📧 *New Support Ticket*\n\n*Customer:* {{ $json.customer_name }}\n*Category:* {{ $json.category }} | *Priority:* {{ $json.priority_score }}\n*Sentiment:* {{ $json.sentiment }}\n\n*Subject:* {{ $json.subject }}",
"otherOptions": {},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "50556621-9a8c-4a12-8c6b-78fd614a2e37",
"name": "Journaliser dans la base de données Airtable",
"type": "n8n-nodes-base.airtable",
"position": [
256,
112
],
"parameters": {
"base": {
"__rl": true,
"mode": "id",
"value": "appXXXXXXXXXXXXXX"
},
"table": {
"__rl": true,
"mode": "id",
"value": "tblSupportTickets"
},
"columns": {
"value": {
"Status": "Open",
"Subject": "={{ $json.subject }}",
"Urgency": "={{ $json.urgency }}",
"Category": "={{ $json.category }}",
"Email_ID": "={{ $json.email_id }}",
"Sentiment": "={{ $json.sentiment }}",
"Thread_ID": "={{ $json.thread_id }}",
"Timestamp": "={{ $json.timestamp }}",
"Email_Body": "={{ $json.body }}",
"Key_Issues": "={{ $json.key_issues }}",
"Customer_Name": "={{ $json.customer_name }}",
"Customer_Email": "={{ $json.customer_email }}",
"Priority_Score": "={{ $json.priority_score }}",
"Suggested_Response": "={{ $json.suggested_response }}",
"Requires_Immediate_Attention": "={{ $json.requires_immediate_attention }}"
},
"mappingMode": "defineBelow"
},
"options": {},
"operation": "create"
},
"typeVersion": 2.1
},
{
"id": "39e8213d-f382-4778-9d13-8036b2e52696",
"name": "Mettre à jour le tableau de bord analytique",
"type": "n8n-nodes-base.googleSheets",
"position": [
512,
112
],
"parameters": {
"columns": {
"value": {
"Date": "={{ $json.timestamp.split('T')[0] }}",
"Time": "={{ $json.timestamp.split('T')[1].split('.')[0] }}",
"Email": "={{ $json.customer_email }}",
"Status": "Open",
"Subject": "={{ $json.subject }}",
"Urgency": "={{ $json.urgency }}",
"Category": "={{ $json.category }}",
"Critical": "={{ $json.requires_immediate_attention }}",
"Customer": "={{ $json.customer_name }}",
"Priority": "={{ $json.priority_score }}",
"Sentiment": "={{ $json.sentiment }}"
},
"mappingMode": "defineBelow"
},
"options": {},
"operation": "append",
"sheetName": {
"__rl": true,
"mode": "id",
"value": "gid=0"
},
"documentId": {
"__rl": true,
"mode": "id",
"value": "1XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
}
},
"typeVersion": 4.7
},
{
"id": "970abf02-9fac-4109-8fc2-909f333d3224",
"name": "Générer des insights",
"type": "n8n-nodes-base.openAi",
"position": [
752,
112
],
"parameters": {
"prompt": {
"messages": [
{
"role": "system",
"content": "Based on the analysis, generate 3 data insights: 1) Trend identification, 2) Risk assessment, 3) Actionable recommendation for the support team."
},
{
"content": "Ticket Data:\nSentiment: {{ $json.sentiment }}\nCategory: {{ $json.category }}\nUrgency: {{ $json.urgency }}\nIssues: {{ $json.key_issues }}\n\nProvide insights in JSON format with keys: trend, risk, recommendation"
}
]
},
"options": {
"maxTokens": 500,
"temperature": 0.5
},
"resource": "chat",
"requestOptions": {}
},
"typeVersion": 1.1
},
{
"id": "ab329b35-05bb-42ec-bfe1-9f8ba4ec6772",
"name": "Stocker les insights IA",
"type": "n8n-nodes-base.airtable",
"position": [
1008,
112
],
"parameters": {
"base": {
"__rl": true,
"mode": "id",
"value": "appXXXXXXXXXXXXXX"
},
"table": {
"__rl": true,
"mode": "id",
"value": "tblInsights"
},
"columns": {
"value": {
"Record_ID": "={{ $('Log to Airtable Database').item.json.id }}",
"AI_Insights": "={{ JSON.parse($json.choices[0].message.content) }}",
"Generated_At": "={{ new Date().toISOString() }}"
},
"mappingMode": "defineBelow"
},
"options": {},
"operation": "update"
},
"typeVersion": 2.1
},
{
"id": "02b48c6d-c266-4f92-913d-c76367bb5d96",
"name": "Note adhésive",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1040,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Watches Gmail inbox for new unread emails\n"
},
"typeVersion": 1
},
{
"id": "98d2e12e-be2a-440b-baf5-8cd6120e4271",
"name": "Note adhésive1",
"type": "n8n-nodes-base.stickyNote",
"position": [
-784,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Analyzes sentiment, urgency, and categorizes support requests\n"
},
"typeVersion": 1
},
{
"id": "4310037a-a46e-43f0-bd9d-d32af017d9b8",
"name": "Note adhésive2",
"type": "n8n-nodes-base.stickyNote",
"position": [
-528,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Structures AI output and calculates priority scores\n"
},
"typeVersion": 1
},
{
"id": "81b8f33b-303c-4cf1-905d-6065d3a5b026",
"name": "Note adhésive3",
"type": "n8n-nodes-base.stickyNote",
"position": [
-288,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Routes tickets based on urgency classification level\n"
},
"typeVersion": 1
},
{
"id": "b7f1ae71-fe6d-4f64-8193-e36ae264af13",
"name": "Note adhésive4",
"type": "n8n-nodes-base.stickyNote",
"position": [
-32,
-112
],
"parameters": {
"width": 176,
"height": 96,
"content": "Sends immediate Slack alerts for critical tickets\n"
},
"typeVersion": 1
},
{
"id": "d30db0f5-e392-4114-93b8-674bee6121ec",
"name": "Note adhésive5",
"type": "n8n-nodes-base.stickyNote",
"position": [
-48,
368
],
"parameters": {
"width": 176,
"height": 96,
"content": "Posts standard priority tickets to Slack channel\n"
},
"typeVersion": 1
},
{
"id": "393db2f6-ee8c-4f45-96c0-645c5c530619",
"name": "Note adhésive6",
"type": "n8n-nodes-base.stickyNote",
"position": [
224,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Stores complete ticket data in Airtable base\n"
},
"typeVersion": 1
},
{
"id": "279d3e6a-e014-4c23-8ccb-d635b25c0fb3",
"name": "Note adhésive7",
"type": "n8n-nodes-base.stickyNote",
"position": [
480,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Logs ticket metrics to Google Sheets dashboard\n"
},
"typeVersion": 1
},
{
"id": "08bb68e3-a7ad-42fa-aea7-5abc319e2b27",
"name": "Note adhésive8",
"type": "n8n-nodes-base.stickyNote",
"position": [
720,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Creates AI-powered trends and risk assessments daily\n"
},
"typeVersion": 1
},
{
"id": "acc25615-d10a-4d12-b1cb-4ecb28c972da",
"name": "Note adhésive9",
"type": "n8n-nodes-base.stickyNote",
"position": [
976,
0
],
"parameters": {
"width": 176,
"height": 96,
"content": "Saves generated insights back to Airtable records\n"
},
"typeVersion": 1
},
{
"id": "9ca1492d-826d-45ca-880d-35210ed527c9",
"name": "Note adhésive10",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1568,
-112
],
"parameters": {
"width": 464,
"height": 528,
"content": "# Workflow Description\n\nAI-powered customer support automation that monitors Gmail, analyzes email sentiment and urgency, routes critical issues to Slack, logs all tickets to Airtable and Google Sheets, then generates actionable insights. \n\nPrioritizes responses, tracks metrics, and improves support team efficiency through intelligent triage.\n\n---\n\n**Created by Daniel Shashko** \nhttps://www.linkedin.com/in/daniel-shashko/"
},
"typeVersion": 1
}
],
"pinData": {},
"connections": {
"52100d0c-5fb5-4e9f-a9bd-06a18a3d548f": {
"main": [
[
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},
"970abf02-9fac-4109-8fc2-909f333d3224": {
"main": [
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"ff2c6f81-1137-4ef5-b96d-69f08c538d9d": {
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"type": "main",
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},
"9e35f1a2-7e66-4798-bbe9-fd843fd4d67e": {
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"8b706330-4e9f-40f6-b4f8-02fe2988eed4": {
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"type": "main",
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},
"93c91813-4e80-4d68-9481-ae3ec127f519": {
"main": [
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},
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},
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"type": "main",
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"39e8213d-f382-4778-9d13-8036b2e52696": {
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}
}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 ?
Avancé - Gestion des tickets, Résumé IA
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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Niveau de difficulté
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Nombre de nœuds21
Catégorie2
Types de nœuds8
Description de la difficulté
Auteur
Daniel Shashko
@tomaxAI automation specialist and a marketing enthusiast. More than 6 years of experience in SEO/GEO. Senior SEO at Bright Data.
Liens externes
Voir sur n8n.io →
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