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

Customer Support Triage Automation with AI, ClickUp and Google Sheets

📘 Description

This workflow automates the complete customer support email triage process by intelligently classifying incoming support emails, validating AI outputs, assigning tickets to appropriate teams, and orchestrating all downstream actions in a consistent, trackable manner. It is designed for support teams that need to instantly categorise and route high volumes of customer inquiries while maintaining quality, accountability, and fast response times.

The workflow is triggered automatically when new emails arrive in your support inbox. Incoming emails are analysed by Grok AI to determine ticket category (Bug Report, Feature Request, Billing Question, Technical Support, General Inquiry, or Marketing Email) and urgency level (Low, Medium, High, Critical). A validation layer ensures AI outputs meet quality standards with automatic corrections for invalid responses.

Based on the categorisation, the workflow applies intelligent routing rules to assign tickets to the right team (Engineering, Billing, Product, or Support), calculates SLA deadlines based on urgency, and detects escalation triggers like negative sentiment or churn risk keywords. For every ticket, the workflow runs parallel actions: it creates a detailed ClickUp task for team tracking, logs complete ticket information to Google Sheets for analytics, sends real-time Slack notifications to appropriate channels, and delivers a professional acknowledgement email to the customer with ticket details and tracking links.

⚙️ What This Workflow Does (Step-by-Step)

📧 Email Intake - Fetches new support emails from the Outlook inbox automatically.

📝 Assign Email Values - Normalises email data into a consistent structure for processing.