AI-Enriched Zendesk Ticket Creation from Gmail with Google Sheets Logging

This n8n workflow automates the process of transforming incoming Gmail emails into intelligently enriched Zendesk tickets, while also maintaining a detailed log of these interactions in Google Sheets. It leverages the power of AI to extract key information and categorize emails, streamlining customer support operations.

What it does

This workflow performs the following steps:

1. Monitors Gmail: Continuously listens for new emails in a specified Gmail account.
2. Extracts Email Content: Retrieves the subject and body of the incoming email.
3. Analyzes with AI Agent: Passes the email content to an AI Agent (powered by a Langchain Azure OpenAI Chat Model) to perform several tasks:
   • Summarize: Creates a concise summary of the email.
   • Categorize: Assigns a category to the email (e.g., "Feature Request", "Bug Report", "General Inquiry", "Customer Support").
   • Extract Key Information: Identifies and extracts relevant data points from the email (e.g., customer name, product mentioned, issue details).
4. Parses AI Output: Uses a Structured Output Parser to extract the summary, category, and key information from the AI Agent's response.
5. Logs to Google Sheets: Records the original email subject, body, the AI-generated summary, category, and extracted key information into a specified Google Sheet.
6. Creates Zendesk Ticket: Generates a new Zendesk ticket using the AI-enriched data. The ticket subject will be the AI-generated summary, and the description will include the original email body, category, and extracted key information.

Prerequisites/Requirements

To use this workflow, you will need:

• n8n Instance: A running instance of n8n.
• Gmail Account: Configured as a credential in n8n for the Gmail Trigger node.
• Google Sheets Account: Configured as a credential in n8n for the Google Sheets node. You will need a specific spreadsheet and sheet name for logging.
• Zendesk Account: Configured as a credential in n8n for the Zendesk node.
• Azure OpenAI Service: An Azure OpenAI deployment with a chat model (e.g., gpt-4o) configured as a credential in n8n for the Azure OpenAI Chat Model node. This is used by the AI Agent.

Setup/Usage

1. Import the workflow: Download the JSON provided and import it into your n8n instance.
2. Configure Credentials:
   • For the Gmail Trigger node, select or create your Gmail OAuth2 credential.
   • For the Google Sheets node, select or create your Google Sheets OAuth2 credential. Specify the Spreadsheet ID and Sheet Name where you want to log the data.
   • For the Zendesk node, select or create your Zendesk API Token credential.
   • For the Azure OpenAI Chat Model node, select or create your Azure OpenAI credential. Ensure your deployment name and API version are correctly configured.
3. Review AI Agent Prompt: The AI Agent node contains a prompt that instructs the AI on how to summarize, categorize, and extract information. You may want to review and adjust this prompt to better suit your specific needs and the types of emails you expect.
4. Activate the Workflow: Once all credentials and configurations are set, activate the workflow. It will start listening for new emails in your Gmail account.

This workflow provides a robust solution for automating and enhancing your customer support ticket creation process by integrating email, AI, and your helpdesk system.