マルチチャネル顧客サポート問い合わせの管理と追跡システム
中級
これはTicket Management分野の自動化ワークフローで、15個のノードを含みます。主にSet, Html, Gmail, Merge, Slackなどのノードを使用。 SlackとGoogleスプレッドシートでメールとウェブフォームからのお問い合わせを管理する
前提条件
- •Googleアカウント + Gmail API認証情報
- •Slack Bot Token または Webhook URL
- •HTTP Webhookエンドポイント（n8nが自動生成）
- •Google Sheets API認証情報
カテゴリー
ワークフロープレビュー
ノード接続関係を可視化、ズームとパンをサポート
ワークフローをエクスポート
以下のJSON設定をn8nにインポートして、このワークフローを使用できます
{
"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": "メールトリガー",
"type": "n8n-nodes-base.emailReadImap",
"position": [
400,
280
],
"parameters": {
"options": {}
},
"typeVersion": 2.1
},
{
"id": "c6be407e-9f2e-4011-9141-f80d5cbae5aa",
"name": "Webhook トリガー - 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 メール 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 メール 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 Webhook トリガー 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": "マージ 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 スプレッドシート",
"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 メール",
"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": "付箋",
"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": "付箋1",
"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": "付箋2",
"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": "付箋3",
"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": "Save to Google Sheets",
"type": "main",
"index": 0
}
],
[
{
"node": "950a8809-813f-4fe4-a261-122c122851ad",
"type": "main",
"index": 0
}
],
[
{
"node": "10357ad4-18b3-492b-a722-7a5ddc53d7bc",
"type": "main",
"index": 0
}
]
]
}
}
}よくある質問
このワークフローの使い方は？
上記のJSON設定コードをコピーし、n8nインスタンスで新しいワークフローを作成して「JSONからインポート」を選択、設定を貼り付けて認証情報を必要に応じて変更してください。
このワークフローはどんな場面に適していますか？
中級 - チケット管理
有料ですか？
このワークフローは完全無料です。ただし、ワークフローで使用するサードパーティサービス（OpenAI APIなど）は別途料金が発生する場合があります。
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