Automatically Classify Zoho Desk Support Tickets using Gemini AI

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Important notice

This workflow is provided as-is. Please review and test before using in production.

1. Workflow Overview

Automatically Classify Support Tickets in Zoho Desk with AI with Gemini Transform your customer support workflow with intelligent ticket classification. This automation leverages AI to automaticall...

Best for

Ticket Management automation workflows
AI Summarization automation workflows
intermediate n8n builders looking for reusable templates

Tools used

n8n-nodes-base.manualtrigger, @n8n/n8n-nodes-langchain.lmchatopenrouter, n8n-nodes-base.code, n8n-nodes-base.httprequest, @n8n/n8n-nodes-langchain.chainllm, n8n-nodes-base.splitout, n8n-nodes-base.stickynote

Source and attribution

This workflow is cataloged by N8N Workflows and links back to its original n8n.io source page by Julian Kaiser.

Original n8n.io source

1.1 Workflow description

Title: Automatically Classify Zoho Desk Support Tickets using Gemini AI
Workflow name: Automatically Classify Zoho Desk Support Tickets using Gemini AI

Automatically Classify Support Tickets in Zoho Desk with AI with Gemini

Transform your customer support workflow with intelligent ticket classification. This automation leverages AI to automatically categorize incoming support tickets in Zoho Desk, reducing manual work and ensuring faster ticket routing to the right teams.

How It Works

Fetches all tickets from Zoho Desk with pagination support
Filters unclassified tickets (where classification field is null)
Retrieves complete ticket threads for full conversation context
Uses OpenRouter AI (GPT-4, Claude, or other models) to classify tickets into predefined categories
Updates tickets in Zoho Desk with accurate classifications automatically

Use Cases

Customer Support Teams: Automatically route tickets to specialized departments (billing, technical, sales)
Help Desks: Prioritize urgent issues and categorize feature requests

Prerequisites

Active Zoho Desk account with API access
OpenRouter API account (supports multiple AI models)
Basic understanding of OAuth2 authentication
Predefined ticket categories in your Zoho Desk setup

Setup Steps

Time: ~15 minutes

Configure Zoho Desk OAuth2 - Follow our step-by-step GitHub guide for OAuth2 credential setup
Set up OpenRouter API - Create an account and generate API keys at openrouter.ai
Customize classifications - Define your ticket categories (e.g., Technical, Billing, Feature Request, Bug Report)
Adapt the workflow - Modify for any field: status, priority, tags, assignment, or custom fields
Review API documentation - Check Zoho Desk Search API docs for advanced filtering options
Test thoroughly - Run manual triggers before automation

Note: This workflow demonstrates proper Zoho Desk API integration, including OAuth2 authentication and pagination handling—two common integration challenges.

1.2 Logical Blocks

This catalog entry is organized from the workflow JSON. The node-level section below shows the executable blocks available for review before importing the template.

2. Block-by-Block Analysis

Block 1 - When clicking ‘Execute workflow’

Type / Role: n8n-nodes-base.manualTrigger - manualTrigger
Config choices: Version 1

Block 2 - OpenRouter Chat Model

Type / Role: @n8n/n8n-nodes-langchain.lmChatOpenRouter - lmChatOpenRouter
Config choices: Version 1

Block 3 - Filter classification = null

Type / Role: n8n-nodes-base.code - code
Config choices: Version 2

Block 4 - Get threads

Type / Role: n8n-nodes-base.httpRequest - httpRequest
Config choices: Version 4.2

Block 5 - Get first thread

Type / Role: n8n-nodes-base.httpRequest - httpRequest
Config choices: Version 4.2

Block 6 - Classify

Type / Role: @n8n/n8n-nodes-langchain.chainLlm - chainLlm
Config choices: Version 1.7

Block 7 - Update Ticket

Type / Role: n8n-nodes-base.httpRequest - httpRequest
Config choices: Version 4.2

Block 8 - Fetch All Tickets

Type / Role: n8n-nodes-base.httpRequest - httpRequest
Config choices: Version 4.2

Block 9 - Split Tickets

Type / Role: n8n-nodes-base.splitOut - splitOut
Config choices: Version 1

Block 10 - Sticky Note1

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 11 - Sticky Note2

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 12 - Sticky Note3

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 13 - Sticky Note4

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

Block 14 - Sticky Note5

Type / Role: n8n-nodes-base.stickyNote - stickyNote
Config choices: Version 1

3. Summary Table

Workflow	Automatically Classify Zoho Desk Support Tickets using Gemini AI
Complexity	intermediate
Nodes	14
Categories	Ticket Management, AI Summarization
Author	Julian Kaiser
Published	06 Oct 2025

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

Use the JSON export at /data/workflows/9307/9307.json as the source template for this automation.
2. Import the template into n8n

Open n8n, import the downloaded JSON, and review each node before activating the workflow.
3. Configure credentials and variables

Replace placeholder credentials, API keys, webhook URLs, account IDs, and environment-specific values with your own settings.
4. Test with sample data

Run the workflow manually or in a staging workspace, inspect node output, and confirm downstream systems receive the expected data.
5. Activate and monitor

Enable the workflow only after testing, then monitor executions, errors, and rate limits during the first production runs.

5. General Notes & Resources

Review imported nodes carefully before activation. This catalog entry is intended to help you inspect the workflow structure, understand required services, and find related templates faster.

Node names, credentials, schedules, webhook paths, and external service limits may need adjustment for your workspace.

Download workflow JSON Original n8n.io source Ticket Management workflows AI Summarization workflows

Frequently asked questions

What does Automatically Classify Zoho Desk Support Tickets using Gemini AI do?

What do I need before importing this workflow?

Review the workflow JSON, configure any required credentials in n8n, and test the automation in a safe workspace before using it in production.

Can I customize this workflow?

Yes. Use the block-by-block analysis and the downloadable JSON to inspect each node, then adjust credentials, prompts, schedules, filters, or destinations for your Ticket Management, AI Summarization use case.

Julian Kaiser

11 workflows

Nodes

n8n-nodes-base.manualtrigger @n8n/n8n-nodes-langchain.lmchatopenrouter n8n-nodes-base.code n8n-nodes-base.httprequest @n8n/n8n-nodes-langchain.chainllm n8n-nodes-base.splitout n8n-nodes-base.stickynote

Complexity

intermediate

Published 06 Oct 2025

Likes 0

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Install path: /data/workflows/9307/9307.json

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Automatically Classify Zoho Desk Support Tickets using Gemini AI

Workflow preview

Important notice

1. Workflow Overview

Best for

Tools used

Source and attribution

1.1 Workflow description

Automatically Classify Support Tickets in Zoho Desk with AI with Gemini

How It Works

Use Cases

Prerequisites

Setup Steps

1.2 Logical Blocks

2. Block-by-Block Analysis

Block 1 - When clicking ‘Execute workflow’

Block 2 - OpenRouter Chat Model

Block 3 - Filter classification = null

Block 4 - Get threads

Block 5 - Get first thread

Block 6 - Classify

Block 7 - Update Ticket

Block 8 - Fetch All Tickets

Block 9 - Split Tickets

Block 10 - Sticky Note1

Block 11 - Sticky Note2

Block 12 - Sticky Note3

Block 13 - Sticky Note4

Block 14 - Sticky Note5

3. Summary Table

4. Reproducing the Workflow from Scratch

1. Download the workflow JSON

2. Import the template into n8n

3. Configure credentials and variables

4. Test with sample data

5. Activate and monitor

5. General Notes & Resources

Frequently asked questions