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Classify & process IT requests with Jotform, Gemini AI and Google Workspace

Rully SaputraRully Saputra
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2/3/2026
Lead GenerationWebhookSalesforceAPICRM
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Who’s it for

This workflow is perfect for IT departments, helpdesk teams, or internal service units that manage incoming support requests through Jotform. It automates ticket handling, classification, and response—saving time and ensuring consistent communication.

How it works

When a new IT service request is submitted through Jotform, this workflow automatically triggers in n8n. The submitted details (name, department, category, comments, etc.) are structured and analyzed using Google Gemini AI to summarize and classify the issue’s priority level (P0–P2).

P0 (High): Urgent issues that send an immediate Telegram alert.

P1 (Medium) / P2 (Low): Logged in Google Sheets for tracking and reporting.

After classification, the workflow sends a confirmation email to the requester via Gmail, providing a summary of their submission and current status.

How to set up

  • Connect your Jotform account to the Jotform Trigger node.
  • Add your Google Sheets, Gmail, and (optionally) Telegram credentials.
  • Map your Jotform fields in the “Set” node (Full Name, Department, Category, etc.).
  • Test by submitting a form response.

Requirements

  • Jotform account and published IT request form
  • Google Sheets account
  • Gmail account (for replies)
  • Optional: Telegram bot for real-time alerts
  • n8n account (cloud or self-hosted)

How to customize the workflow

  • Adjust AI classification logic in the Priority Classifier node.
  • Modify email templates for tone or format.
  • Add filters or additional routing for different departments.
  • Extend to integrate with your internal ticketing or Slack systems.

Classify & Process IT Requests with Jotform, Gemini AI, and Google Workspace

This n8n workflow automates the processing of IT support requests submitted via Jotform. It leverages Google Gemini AI for intelligent classification and summarization, then routes the requests to the appropriate Google Workspace tools (Google Sheets for logging, Gmail for notifications) and Telegram for real-time alerts.

What it does

This workflow streamlines IT request management by:

  1. Listening for New Jotform Submissions: Automatically triggers when a new IT support request form is submitted.
  2. Classifying Requests with AI: Uses a Google Gemini AI-powered Text Classifier to categorize the incoming request (e.g., "Software Issue", "Hardware Request", "Account Problem").
  3. Summarizing Request Details: Employs a Google Gemini AI-powered Summarization Chain to create a concise summary of the request for quick review.
  4. Logging to Google Sheets: Records the full request details, AI-generated classification, and summary into a designated Google Sheet for tracking and reporting.
  5. Notifying IT Team via Telegram: Sends an immediate alert to a Telegram chat with the request summary and classification, ensuring prompt attention.
  6. Sending Email Confirmation/Notification: Uses Gmail to send a confirmation or detailed notification, potentially to the requester or another internal team, based on the request type.
  7. Editing Fields (Internal): Includes a "Set" node, likely for internal data manipulation or standardization before further processing.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running n8n instance.
  • Jotform Account: A Jotform account with a form configured for IT support requests.
  • Google Account: A Google account with access to:
    • Google Sheets: A spreadsheet to log the requests.
    • Gmail: For sending email notifications.
  • Google Gemini AI Access: Access to Google Gemini through n8n's Langchain integration. This typically requires a Google Cloud project and API key.
  • Telegram Account: A Telegram account and a configured Telegram bot to send notifications.
  • Credentials: Appropriate n8n credentials configured for Jotform, Google (Sheets, Gmail, Gemini), and Telegram.

Setup/Usage

  1. Import the Workflow: Download the provided JSON and import it into your n8n instance.
  2. Configure Jotform Trigger:
    • Select your Jotform credential.
    • Choose the specific Jotform form that will trigger this workflow.
  3. Configure Google Gemini AI Nodes:
    • For "Google Gemini Chat Model", "Text Classifier", and "Summarization Chain", ensure your Google Gemini credentials are set up correctly.
    • Review and adjust the prompts or classification options in the "Text Classifier" and "Summarization Chain" nodes as needed to fit your specific IT request categories and summarization requirements.
  4. Configure Google Sheets Node:
    • Select your Google Sheets credential.
    • Specify the Spreadsheet ID and Sheet Name where the request data will be logged.
    • Map the incoming data fields from Jotform, AI classification, and summary to the correct columns in your Google Sheet.
  5. Configure Telegram Node:
    • Select your Telegram credential.
    • Specify the Chat ID where notifications should be sent.
    • Customize the message content to include relevant request details, classification, and summary.
  6. Configure Gmail Node:
    • Select your Gmail credential.
    • Define the recipient(s), subject, and body of the email notification. You can use expressions to dynamically include details from the Jotform submission and AI processing.
  7. Edit Fields (Set) Node: Review this node and modify its settings if you need to transform or add specific fields to the data before it's sent to subsequent nodes.
  8. Activate the Workflow: Once all nodes are configured and credentials are set, activate the workflow.

Now, any new submission to your specified Jotform will automatically be processed, classified, summarized, logged, and trigger notifications!

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