n8n Workflow: Customer Support Ticket System for SMEs with Google Sheets and Auto-Emails

This n8n workflow provides a basic framework for a customer support ticket system, leveraging a webhook to receive new ticket data, storing it in Google Sheets, and conditionally sending email notifications. It's designed for Small and Medium-sized Enterprises (SMEs) looking for a simple, automated way to manage support requests and communicate with customers.

What it does

This workflow automates the following steps:

1. Receives New Tickets: It listens for incoming support ticket data via a webhook. This webhook can be triggered by a form submission, an internal system, or another service.
2. Records Ticket in Google Sheets: The received ticket information is then appended as a new row in a specified Google Sheet, acting as the central database for support tickets.
3. Conditionally Sends Email Notification: It evaluates the incoming ticket data (though the specific condition is not defined in the provided JSON, it's implied by the "If" node). Based on this condition, it can send an automated email. This could be used for:
   • Sending a confirmation email to the customer.
   • Notifying a support agent about a new high-priority ticket.
   • Sending an internal alert for specific ticket types.
4. Data Transformation (Optional): An "Edit Fields (Set)" node is included, suggesting the possibility of transforming or adding data fields before storing or sending notifications.

Prerequisites/Requirements

To use this workflow, you will need:

• n8n Instance: A running n8n instance.
• Google Account: A Google account with access to Google Sheets to store your support tickets.
• SMTP Server Credentials: Access to an SMTP server (e.g., Gmail, Outlook 365, a custom SMTP server) to send automated emails.
• Webhook Source: A system or application that can send data to the n8n webhook URL when a new support ticket is created (e.g., a contact form, a CRM, another automation tool).

Setup/Usage

1. Import the Workflow:
   • Download the provided JSON file.
   • In your n8n instance, click "New" in the workflows section.
   • Go to "File" > "Import from JSON" and upload the downloaded JSON.
2. Configure Credentials:
   • Google Sheets: Click on the "Google Sheets" node, then click "Create New Credential". Follow the instructions to authenticate your Google account and grant n8n access to Google Sheets.
   • Send Email: Click on the "Send Email" node, then click "Create New Credential". Provide your SMTP server details (host, port, user, password, etc.).
3. Configure Nodes:
   • Webhook: Activate the "Webhook" node. Copy the generated webhook URL. This is the URL you will use to send new ticket data to your n8n workflow.
   • Google Sheets:
     • Specify the "Spreadsheet ID" of your Google Sheet.
     • Specify the "Sheet Name" where the ticket data should be added.
     • Map the incoming data fields from the webhook to the columns in your Google Sheet.
   • If: Configure the conditions in the "If" node based on your business logic. For example, you might check if ($json.priority === 'High') to route high-priority tickets differently.
   • Edit Fields (Set): Adjust this node if you need to rename, add, or transform any data fields before they are used by subsequent nodes.
   • Send Email:
     • Configure the "To" email address (e.g., customer email from webhook data, support team email).
     • Set the "Subject" and "Body" of the email, using expressions to dynamically include ticket details (e.g., Ticket #{{ $json.ticketId }} received).
4. Activate the Workflow: Once all nodes are configured and credentials are set, activate the workflow.

Your automated customer support ticket system is now ready to process incoming requests, record them in Google Sheets, and send out automated emails based on your defined conditions.