Customer support ticket system for SMEs with Google Sheets and auto-emails

How it Works

This workflow automates customer support for SMEs in five simple steps:

1. Capture requests via a Webhook connected to a contact form.
2. Extract the message to make processing easier.
3. Check categories (e.g., refund-related requests) using an IF node.
4. Save all tickets to a Google Sheet for tracking.
5. Send an acknowledgment email back to the customer automatically.

This setup ensures all customer inquiries are logged, categorized, and acknowledged without manual effort.

Setup Steps

1. Webhook

   • Add a Webhook node with the path customer-support.
   • Configure your contact form or system to send name, email, and message to this webhook.

2. Extract Message (Set Node)

   • Add a Set node.
   • Map the incoming message field to make it available for other nodes.

3. Check Category (IF Node)

   • Insert an IF node.
   • Example: check if the message contains the word “refund”.
   • This allows you to route refund-related requests differently if needed.

4. Save Ticket (Google Sheets)

   • Connect to Google Sheets with OAuth2 credentials.
   • Operation: Append.
   • Range: Tickets!A:C.
   • Map the fields Name, Email, and Message.

5. Send Acknowledgement (Email Send)

   • Configure the Email Send node with your SMTP credentials.
   • To: ={{$json.email}}.
   • Subject: Support Ticket Received.
   • Body: personalize with {{$json.name}} and include the {{$json.message}}.

👉 With this workflow, SMEs can handle incoming support tickets more efficiently, maintain a simple ticket log, and improve customer satisfaction through instant acknowledgment.