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\"fixed\" : \"passed\";\ndata.validation_issues = validationIssues.length > 0 ? validationIssues.join(\"; \") : \"none\";\n\nreturn { json: data };" }, "position": [ 832, 0 ] }, { "id": "2c004822-6367-4ac2-b46d-df62e732d061", "name": "Smart Assignment & SLA", "type": "code", "params": { "mode": "runOnceForEachItem", "jsCode": "const ticket = $input.item.json;\n\n// ========================================\n// ASSIGNMENT RULES\n// ========================================\n\nlet assignTo = \"\";\nlet assignToEmail = \"\";\nlet priority = \"\";\nlet tags = [];\n\n// Category-based assignment\nif (ticket.category === \"Bug Report\") {\n assignTo = \"Engineering Team\";\n assignToEmail = \"user@example.com\";\n priority = ticket.urgency === \"Critical\" ? \"urgent\" : \"high\";\n tags = [\"bug\", \"technical\"];\n \n} else if (ticket.category === \"Billing Question\") {\n assignTo = \"Billing Team\";\n assignToEmail = \"user@example.com\";\n priority = \"normal\";\n tags = [\"billing\", \"finance\"];\n \n} else if (ticket.category === \"Feature Request\") {\n assignTo = \"Product Team\";\n assignToEmail = \"user@example.com\";\n priority = \"low\";\n tags = [\"feature-request\", \"product\"];\n \n} else if (ticket.category === \"Technical Support\") {\n assignTo = \"Support Team\";\n assignToEmail = \"user@example.com\";\n priority = ticket.urgency === \"Critical\" ? \"urgent\" : \"normal\";\n tags = [\"support\", \"technical\"];\n \n} else {\n assignTo = \"General Support\";\n assignToEmail = \"user@example.com\";\n priority = \"normal\";\n tags = [\"general\"];\n}\n\n// ========================================\n// SLA CALCULATION\n// ========================================\n\nconst slaHours = {\n \"Critical\": 1,\n \"High\": 4,\n \"Medium\": 24,\n \"Low\": 48\n};\n\nconst now = new Date();\nconst deadline = new Date(now);\ndeadline.setHours(deadline.getHours() + slaHours[ticket.urgency]);\n\n// ========================================\n// ESCALATION FLAGS\n// ========================================\n\nlet requiresEscalation = false;\nlet escalationReason = \"\";\n\n// Check for angry keywords\nconst text = (ticket.subject + \" \" + ticket.summary).toLowerCase();\nif (text.includes(\"angry\") || text.includes(\"frustrated\") || \n text.includes(\"terrible\") || text.includes(\"worst\")) {\n requiresEscalation = true;\n escalationReason = \"Negative sentiment detected\";\n}\n\n// Check for churn risk\nif (text.includes(\"cancel\") || text.includes(\"refund\") || \n text.includes(\"competitor\") || text.includes(\"switching\")) {\n requiresEscalation = true;\n escalationReason = escalationReason ? escalationReason + \"; Churn risk\" : \"Churn risk\";\n tags.push(\"churn-risk\");\n}\n\n// Critical urgency always escalates\nif (ticket.urgency === \"Critical\") {\n requiresEscalation = true;\n escalationReason = escalationReason ? escalationReason + \"; Critical urgency\" : \"Critical urgency\";\n}\n\n// ========================================\n// RETURN ENRICHED DATA\n// ========================================\n\nreturn {\n json: {\n ...ticket,\n assigned_to: assignTo,\n assigned_to_email: assignToEmail,\n clickup_priority: priority,\n clickup_tags: tags,\n sla_deadline: deadline.toISOString(),\n sla_deadline_readable: deadline.toLocaleString('en-US', { \n dateStyle: 'medium', \n timeStyle: 'short' \n }),\n sla_hours: slaHours[ticket.urgency],\n requires_escalation: requiresEscalation,\n escalation_reason: escalationReason || \"None\"\n }\n};" }, "position": [ 1040, 0 ] }, { "id": "7208dd18-645f-4edf-bf11-c914315c15ac", "name": "Parse AI Response", "type": "code", "params": { "jsCode": "// Get AI response\nconst aiResponse = $input.first().json.choices[0].message.content;\n\n// Parse JSON\nconst parsed = JSON.parse(aiResponse);\n\n// Get email data from Edit Fields node\nconst emailData = $('Assign Email Values').first().json;\n\n// Return combined data\nreturn {\n json: {\n timestamp: new Date().toISOString(),\n from: emailData.from,\n subject: emailData.subject,\n emailId: emailData.emailId,\n category: parsed.category,\n urgency: parsed.urgency,\n summary: parsed.summary,\n suggested_action: parsed.suggested_action\n }\n};" }, "position": [ 608, 0 ] }, { "id": "a6ea2d0c-473f-46ef-9e34-b0ef2f838266", "name": "Analysis with Grok", "type": "http", "params": { "url": "https://api.groq.com/openai/v1/chat/completions", "method": "POST", "options": {}, "jsonBody": "={\n \"model\": \"llama-3.1-8b-instant\",\n \"messages\": [{\n \"role\": \"user\",\n \"content\": \"Analyze this email and respond with ONLY valid JSON:\\n\\nFrom: {{ $json.from }}\\nSubject: {{ $json.subject }}\\nBody: {{ $json.body }}\\n\\nRespond with:\\n{\\n \\\"category\\\": \\\"Bug Report, Feature Request, Billing Question, General Inquiry, Technical Support, or Marketing Email\\\",\\n \\\"urgency\\\": \\\"Low, Medium, High, or Critical\\\",\\n \\\"summary\\\": \\\"brief summary\\\",\\n \\\"suggested_action\\\": \\\"what to do next\\\"\\n}\"\n }],\n \"temperature\": 0.3\n}", "sendBody": true, "specifyBody": "json", "authentication": "predefinedCredentialType", "nodeCredentialType": "groqApi" }, "position": [ 400, 0 ] }, { "id": "4eeb255c-ffee-4cbb-ab2d-34b91bd5b1f6", "name": "Assign Email Values", "type": "set", "params": { "options": {}, "assignments": { "assignments": [ { "id": "c783f414-0169-4cbc-a428-d20c50492a89", "name": "from", "type": "string", "value": "={{ $json.From }}" }, { "id": "70353e0b-68b1-4797-8469-c6aefe43506f", "name": "subject", "type": "string", "value": "={{ $json.Subject }}" }, { "id": "0f2ae1ff-aa19-46f1-9fcd-09fc5b5d6c68", "name": "body", "type": "string", "value": "={{ $json.snippet }}" }, { "id": "89a92bfb-cbfe-4cb2-a4b4-a5ed05409693", "name": "emailid", "type": "string", "value": "={{ $json.id }}" } ] } }, "position": [ 192, 0 ] }, { "id": "d54bd655-8630-4e75-b810-7341efb802e0", "name": "Get Clickup Task URL", "type": "code", "params": { "jsCode": "const previousData = $('Smart Assignment & SLA').first().json;\nconst clickupResponse = $input.first().json;\n\nreturn {\n json: {\n ...previousData,\n clickup_task_id: clickupResponse.id,\n clickup_task_url: clickupResponse.url,\n clickup_task_created: true\n }\n};" }, "position": [ 1472, 0 ] }, { "id": "fa0fa3c2-05e0-4009-938a-333022e7aabe", "name": "Fetch Support Email list", "type": "trigger", "params": { "kind": "n8n-nodes-base.gmailTrigger", "filters": { "labelIds": [ "Label_7038236549786244180" ], "readStatus": "read" }, "pollTimes": { "item": [ { "mode": "everyMinute" } ] } }, "position": [ -48, 0 ] }, { "id": "60192d85-11aa-427e-8af8-c017f289b5e5", "name": "Create a Clickup task", "type": "integration", "params": { "list": "901613190616", "name": "={{ $json.subject }}", "team": "90161453486", "space": "90166145857", "service": "clickup", "operation": "read", "folderless": true, "additionalFields": { "tags": "={{ $json.clickup_tags }}", "status": "new ticket", "content": "=**📧 Email Details**\nFrom: {{ $json.from }}\n\n**🎫 Ticket Information**\nCategory: {{ $json.category }}\nUrgency: {{ $json.urgency }}\nPriority: {{ $json.clickup_priority }}\n\n**👤 Assignment**\nAssigned To: {{ $json.assigned_to }}\nTeam Email: {{ $json.assigned_to_email }}\n\n**📊 Analysis**\nSummary: {{ $json.summary }}\n\nSuggested Action: {{ $json.suggested_action }}\n\n**⏰ SLA Information**\nDeadline: {{ $json.sla_deadline_readable }}\nResponse Time Required: {{ $json.sla_hours }} hours\n\n{{ $json.requires_escalation ? '🚨 **ESCALATION REQUIRED** - Reason: ' + $json.escalation_reason : '' }}\n\n**✅ Validation**\nStatus: {{ $json.validation_status }}\n{{ $json.validation_issues !== 'none' ? 'Issues: ' + $json.validation_issues : '' }}\n\n---\nAuto-created by n8n Email Triage System\nTimestamp: {{ $json.timestamp }}", "dueDate": "={{ $json.sla_deadline_readable }}" } }, "position": [ 1280, 0 ] }, { "id": "52273516-f8d3-4df8-95fc-64c59521a538", "name": "Escalation Notification", "type": "integration", "params": { "text": "=🚨🚨🚨 *URGENT ESCALATION NEEDED* 🚨🚨🚨 \n*Ticket:* {{ $json.Subject }} \n*From:* {{ $json.From }} \n*Urgency:* {{ $json.Urgency }} \n\n*Escalation Reason:* {{ $json['Escalation Reason'] }} \n*Category:* {{ $json.Category }}\n\n*Summary:* {{ $json.Summary }} \n\n*Suggested Action:* {{ $json.Action }} *⏰ SLA Deadline:* {{ $json[\"SLA Deadline\"] }}\n\n*🔗 ClickUp Task:* {{ $json[\"ClickUp Task URL\"] }}\n\n@channel - Immediate attention required!\n\n\n--- _Auto-escalated at {{ $json.Timestamp }}_", "select": "channel", "service": "slack", "channelId": { "__rl": true, "mode": "list", "value": "C0AAKJ02EMR", "cachedResultName": "escalations" }, "operation": "read", "otherOptions": {} }, "position": [ 1104, 304 ] }, { "id": "a3cb1e23-85f1-4ccb-a33a-9d5b32302e7c", "name": "Support Team Notification", "type": "integration", "params": { "text": "=🎫 *New Support Ticket Created*\n\n*From:* {{ $json[\"from\"] }}\n*Subject:* {{ $json[\"subject\"] }}\n\n*📁 Category:* {{ $json[\"category\"] }}\n*⚡ Urgency:* {{ $json[\"urgency\"] }}\n*🎯 Priority:* {{ $json[\"clickup_priority\"] || \"normal\" }}\n*👤 Assigned To:* {{ $json[\"assigned_to\"] || \"Support Team\" }}\n*⏰ SLA Deadline:* {{ $json[\"sla_deadline\"] }}\n\n{{ $json[\"Requires Escalation\"] === true ? '🚨 *ESCALATION REQUIRED*: ' + $json[\"Escalation Reason\"] + '\\n' : '' }}\n*📝 Summary:*\n{{ $json[\"summary\"] }}\n\n*💡 Suggested Action:*\n{{ $json[\"suggested_action\"] }}\n\n*🔗 ClickUp Task:* {{ $json[\"clickup_task_url\"] }}\n\n---\n*Validation:* {{ $json.validation_status }}\n_Auto-triaged at {{ $json[\"timestamp\"] }}_", "user": { "__rl": true, "mode": "list", "value": "U0ABJEE9E0G", "cachedResultName": "vivek120891" }, "select": "user", "service": "slack", "operation": "read", "otherOptions": {} }, "position": [ 1664, 0 ] }, { "id": "50dd5c57-05e2-4d38-9ebb-8d8209c39996", "name": "If Urgent?", "type": "if", "params": { "options": {}, "conditions": { "options": { "version": 3, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "59f1c01c-a431-4fb1-974e-82627e3c8d04", "operator": { "type": "boolean", "operation": "equals" }, "leftValue": "={{ $json[\"Requires Escalation\"] }}", "rightValue": true } ] } }, "position": [ 832, 432 ] }, { "id": "c8cd6c40-e088-413c-aafa-468f370c3cb9", "name": "Email Acknowledgement", "type": "integration", "params": { "sendTo": "={{ $json.From }}", "message": "=\n\n

\n \n

\n 🎫 New Support Ticket Assigned\n

\n \n {{ $json.requires_escalation ? '

🚨 ESCALATION REQUIRED
Reason: ' + $json.escalation_reason + '

' : '' }}\n \n

From: {{ $json.From }}

Subject: {{ $json.Subject }}

Category: {{ $json.Category }}

Urgency: {{ $json.Urgency }}

\n\n

SLA Deadline:{{ $json[\"SLA Deadline\"] }}

\n \n

📝 Summary

\n \n

💡 Suggested Action

\n \n

🔗 ClickUp Task: View in ClickUp

\n \n

\n Auto-generated by n8n Email Triage System
\n {{ $json.Timestamp }}\n

\n \n

\n\n", "options": {}, "service": "gmail", "subject": "=[Case#{{ Math.floor(Math.random() * 9000) + 1000 }}] New Support Ticket Assigned: {{ $json.Subject }}", "operation": "read" }, "position": [ 1104, 528 ] }, { "id": "db741fe0-447b-4a02-a78b-c38bb64fce0c", "name": "Log in Google Sheet", "type": "integration", "params": { "columns": { "value": { "From": "={{ $json.from }}", "Action": "={{ $json.suggested_action }}", "Subject": "={{ $json.subject }}", "Summary": "={{ $json.summary }}", "Urgency": "={{ $json.urgency }}", "Category": "={{ $json.category }}", "Timestamp": "={{ $json.timestamp }}", "SLA Deadline": "={{ $json.sla_deadline_readable }}", "ClickUp Task ID": "={{ $json.clickup_task_id }}", "ClickUp Task URL": "={{ $json.clickup_task_url }}", "Escalation Reason": "={{ $json.escalation_reason }}", "Validation Issues": "={{ $json.validation_issues }}", "Validation Status": "={{ $json.validation_status }}", "Requires Escalation": "={{ $json.requires_escalation }}" }, "schema": [ { "id": "Timestamp", "type": "string", "display": true, "required": false, "displayName": "Timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "From", "type": "string", "display": true, "required": false, "displayName": "From", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Subject", "type": "string", "display": true, "required": false, "displayName": "Subject", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Category", "type": "string", "display": true, "required": false, "displayName": "Category", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Urgency", "type": "string", "display": true, "required": false, "displayName": "Urgency", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Summary", "type": "string", "display": true, "required": false, "displayName": "Summary", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Action", "type": "string", "display": true, "required": false, "displayName": "Action", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Validation Status", "type": "string", "display": true, "removed": false, "required": false, "displayName": "Validation Status", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Validation Issues", "type": "string", "display": true, "removed": false, "required": false, "displayName": "Validation Issues", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "ClickUp Task ID", "type": "string", "display": true, "removed": false, "required": false, "displayName": "ClickUp Task ID", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "ClickUp Task URL", "type": "string", "display": true, "removed": false, "required": false, "displayName": "ClickUp Task URL", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "SLA Deadline", "type": "string", "display": true, "removed": false, "required": false, "displayName": "SLA Deadline", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Requires Escalation", "type": "string", "display": true, "removed": false, "required": false, "displayName": "Requires Escalation", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "Escalation Reason", "type": "string", "display": true, "removed": false, "required": false, "displayName": "Escalation Reason", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "service": "googleSheets", "operation": "append", "sheetName": { "__rl": true, "mode": "list", "value": "gid=0", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1-c-1AXq0e3YoLxpKt7d0PxBY1dOUPc3ECfkf3lb9Wkw/edit#gid=0", "cachedResultName": "Sheet1" }, "documentId": { "__rl": true, "mode": "list", "value": "1-c-1AXq0e3YoLxpKt7d0PxBY1dOUPc3ECfkf3lb9Wkw", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1-c-1AXq0e3YoLxpKt7d0PxBY1dOUPc3ECfkf3lb9Wkw/edit?usp=drivesdk", "cachedResultName": "Support Tickets Tracker" } }, "position": [ 592, 432 ] } ] }

Triage customer support emails with Groq AI, ClickUp and Google Sheets