AI-Driven IT Ticket Triage and Routing using Gemini - n8n Workflow

• IT Managers seeking to streamline help desk operations.


• Automation Specialists looking for advanced n8n templates utilizing AI and conditional logic.


• Support Teams needing automated, AI-driven ticket prioritization and immediate alerts for critical issues.


• Businesses using Jotform for intake and Google Workspace for operations.

This comprehensive n8n workflow template solves the challenge of manually sorting and prioritizing incoming IT service requests. By leveraging a JotForm n8n trigger, we instantly capture user submissions. The core value lies in the seamless integration of Google Gemini (via specialized n8n node functionality) to analyze and summarize the technical details, and automatically classify the request urgency into predefined levels (P0, P1, P2). This intelligent n8n automation ensures that critical issues (P0) instantly generate a high-priority Telegram alert for the IT team, while all requests are meticulously logged into a central Google Sheets document and acknowledged via a professional, customized Gmail n8n node response. Deploying this advanced n8n workflow dramatically reduces manual triage time and guarantees prompt attention to all incidents based on their actual business impact.

This powerful n8n workflow operates entirely event-driven, ensuring maximum efficiency from submission to resolution:

1. Trigger Event: The n8n workflow starts immediately upon receiving a submission via the JotForm n8n trigger, capturing all user-provided data.


2. Data Structuring: The Downstream Fields n8n node maps the raw Jotform data into standardized fields, preparing it for AI processing and logging.


3. AI Summarization: The Summarization Chain n8n node uses the connected Google Gemini model to create a concise summary based on the problem description and comments. This short summary is crucial for quick reporting and alerts.


4. AI Classification: The Priority Classifier n8n node analyzes the summarized input and assigns a priority—P0 (High/Critical), P1 (Medium), or P2 (Low)—using criteria defined within the n8n node settings.


5. Conditional Routing & Storage: Based on the AI-assigned priority, the flow splits:

1. Acknowledgment: All branches converge into the Reply User Gmail n8n node, which automatically sends a professional acknowledgment email to the submitter, including the AI-generated summary and the original details, completing the initial cycle of this effective n8n workflow.

To deploy this expert n8n workflow template:

1. Import: Copy the provided JSON data and paste it directly into your n8n instance using the 'Import Workflow' option.


2. JotForm Setup: Configure the JotForm Trigger n8n node by selecting your existing JotForm credential and linking it to the specific IT Request form you wish to monitor. You must activate the webhook and perform a test submission.


3. AI Credentials: Ensure the Google Gemini Chat Model n8n node is connected to a valid API key credential (Google Gemini/PaLM API).


4. Google Sheets Setup: Update the Document ID fields in the three Google Sheets n8n node instances (Store to Sheets P0, P1, P2). Ensure your Google Sheets credential has read/write access to the target spreadsheet.


5. Gmail and Telegram: Update the credentials and recipient email/chat IDs in the Reply User (Gmail n8n node) and Send to Group (Telegram n8n node) respectively.


6. Activate: Save the n8n workflow and set the toggle to 'Active' to start listening for new submissions.

This n8n workflow utilizes several key nodes to achieve end-to-end automation:

JotForm Trigger: The essential n8n trigger that starts the automation upon new form submissions, providing the initial data payload.
Downstream Fields (Set): An n8n node used for data transformation, ensuring key fields like 'Full Name', 'E-mail', 'Department', and problem details are properly structured for downstream operations.
Google Gemini Chat Model (LLM): Serves as the foundational AI engine. It is linked to both the Summarization Chain and the Priority Classifier n8n node.
Summarization Chain (Langchain): This n8n node processes the long-form problem description using the Gemini model to generate a brief, actionable 'Summary'.
Priority Classifier (Langchain Text Classifier): A crucial n8n node that uses advanced classification logic to categorize the request into P0, P1, or P2 based on the input text. Key configuration includes defining specific descriptions for each priority level (High, Medium, Low).
Google Sheets (Store to Sheets Px): Three distinct Google Sheets n8n node instances are used. Each instance appends data specific to its assigned priority level (P0, P1, P2) to a central tracking sheet.
Telegram (Send to Group): An immediate notification n8n node reserved exclusively for P0 (Critical) requests, sending a detailed, urgent alert message to the IT support team.
Gmail (Reply User): The final n8n node in the flow, responsible for sending a comprehensive, automated acknowledgment email to the user, ensuring fast communication.