Automate Support Ticket Categorization with Google Gemini
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Effortlessly categorize incoming support tickets using the power of Google Gemini. This workflow automatically analyzes ticket submissions, assigns them to predefined categories, and logs the data for insightful reporting.
About This Workflow
This n8n workflow revolutionizes support ticket management by leveraging AI for intelligent categorization. It begins with a Typeform trigger, capturing new support requests. Each submission is then processed by Google Gemini's advanced language model, which analyzes the message content to determine its category (e.g., Billing, Bug Report, Feature Request) and sentiment (Positive, Neutral, Negative). A custom code node efficiently extracts the AI's structured JSON output. Finally, all ticket details, including the AI-assigned category and sentiment, are seamlessly appended to a Google Sheet for comprehensive analysis and tracking. This automation significantly reduces manual effort and provides valuable insights into support trends.
Key Features
- AI-Powered Categorization: Utilizes Google Gemini to automatically classify support tickets.
- Sentiment Analysis: Identifies the sentiment of each support request.
- Seamless Data Integration: Integrates with Typeform for input and Google Sheets for output.
- Configurable Prompts: Easily customize the AI's instructions for specific categorization needs.
- Efficient Data Extraction: Extracts key information from AI responses with a code node.
How To Use
- Connect Your Services: Ensure your Google Gemini API, Typeform account, and Google Sheets credentials are set up in n8n.
- Configure the Typeform Trigger: Set up the Typeform node with your specific form ID to listen for new submissions.
- Define AI Prompt: In the 'AI Categorization' node, craft your prompt for Google Gemini. Specify the input fields (e.g.,
{{ $json['Your message'] }}) and the desired JSON output format, including the categories and sentiment options. - Implement Data Extraction: Utilize the 'Extract Category' code node to parse the JSON response from Gemini and extract the 'category' and 'sentiment' values.
- Store Data in Google Sheets: Configure the 'Store Data' node with your Google Sheet's document ID and sheet name. Map the fields from the trigger and the extracted AI data to the appropriate columns in your sheet.
- Test and Deploy: Run the workflow to test its functionality with sample submissions and deploy it for continuous automation.
Apps Used
Workflow JSON
{
"id": "630ff9c3-fe2c-4127-bd87-35215c2972da",
"name": "Automate Support Ticket Categorization with Google Gemini",
"nodes": 5,
"category": "DevOps",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: 630ff9c3-fe2c...
About the Author
DevOps_Master_X
Infrastructure Expert
Specializing in CI/CD pipelines, Docker, and Kubernetes automations.
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