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Automated Support Email Ticket Generation and Classification

This workflow periodically fetches incoming emails from the Gmail support inbox, utilizes AI to intelligently analyze the email content, and automatically generates classification tags, priority assessments, and ticket summaries. It directly creates tickets in Linear.App. This effectively addresses the issues of time-consuming manual ticket processing and the potential for errors, enhancing customer service response efficiency and ensuring standardized management of ticket information. It is suitable for teams that need to quickly handle user support requests, helping businesses improve service quality and work efficiency.

Workflow Diagram
Automated Support Email Ticket Generation and Classification Workflow diagram

Workflow Name

Automated Support Email Ticket Generation and Classification

Key Features and Highlights

This workflow automates the periodic retrieval of incoming emails from a Gmail support mailbox and leverages AI to intelligently understand the email content. It automatically generates classification tags, priority assessments, and concise ticket summaries and descriptions for support requests. Finally, the tickets are created automatically in Linear.App for subsequent processing. The core highlight lies in using the OpenAI large language model to automate ticket routing and priority determination, significantly enhancing customer service response efficiency and reducing the manual burden of classification.

Core Problems Addressed

  • High volume of support emails makes manual classification and ticket handling time-consuming and error-prone
  • Inconsistent ticket information complicates unified management and rapid response
  • Need for a centralized ticket management portal to facilitate tracking and collaboration

Use Cases

  • Customer support teams requiring automated processing of large volumes of user support requests
  • IT operations or product teams needing to quickly convert user feedback into actionable tickets
  • Any organization relying on email to receive support requests and using Linear for task management

Main Workflow Steps

  1. Scheduled Trigger: Periodically trigger the workflow (hourly)
  2. Fetch Support Emails: Retrieve new, unprocessed emails from the designated Gmail support mailbox
  3. Deduplication: Ensure each email is processed only once to avoid duplicate tickets
  4. Email Content Conversion: Convert email HTML content to Markdown format for easier parsing
  5. AI Ticket Generation: Use OpenAI GPT-4 to automatically generate ticket tags, priority, summary, and detailed description based on email content
  6. Create Ticket: Synchronize and create the AI-generated ticket information in the specified team’s ticket system within Linear.App

Systems and Services Involved

  • Gmail: Email reception and support request retrieval
  • OpenAI GPT-4: Natural language understanding and intelligent ticket content generation
  • Linear.App: Ticket management and tracking

Target Users and Value

  • Customer Support Teams: Reduce manual effort in email ticket classification and achieve faster response times
  • Product Managers and Development Teams: Automatically obtain high-quality ticket information to facilitate priority planning and task allocation
  • SMBs and Growing Teams: Rapidly build a low-cost intelligent ticket processing workflow to improve customer satisfaction and team efficiency

This workflow provides teams that require efficient customer support request management with an intelligent, automated solution. It helps organizations better organize ticket workflows, respond quickly to user needs, and enhance overall operational efficiency and service quality.