Support ticket dispatch workflow that receives and triages inbound tickets by SLA tier, issue category, and priority score, routes critical tickets through dynamic email building, Slack on-call alerts, and Morning Dispatch sheet logging, routes standard tickets through email and sheet logging, handles email delivery failures by logging to a failed tasks sheet and notifying the Project Manager, and catches global workflow crashes with a Gmail alert to the Ops Manager.
n8n · workflow canvasproduction build
Context
An operations team needed a reliable way to triage support tickets at intake, dispatch critical cases to the on-call team immediately, ensure all tickets generate appropriate client responses, and maintain a full audit trail of both successful dispatches and delivery failures.
Approach
Built a two-part n8n workflow system with a webhook support ticket intake trigger and a global workflow error catch. The main flow enriches and triages the ticket, routes critical and standard tickets through separate dynamic email builders, merges the branches, sends client auto-responses, posts Slack @channel alerts for critical tickets, logs all outcomes to the Morning Dispatch sheet, handles delivery failures by writing to a failed tasks sheet and alerting the Project Manager via Gmail, and sends a Gmail crash alert to the Ops Manager on unhandled failures.
Architecture
Workflow 1
Receive Support Ticket (Webhook)
Enrich & Triage Ticket
High Priority or Standard?
Critical: Build Critical Response Email
Merge Email Paths
Send Auto-Response Email
Route Post-Email: Slack or Log?
Critical Ticket Alert (Slack)
Log to Morning Dispatch (Google Sheets)
Standard
Build Standard Response Email
Merge Email Paths
Send Auto-Response Email
Route Post-Email: Slack or Log?
Log to Morning Dispatch (Google Sheets)
Delivery Failure
Log Failed Task to Sheet + Gmail: Notify PM - Workflow Crash. Workflow 2: Global Workflow Error Catch
