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Classify & Process IT Requests with Jotform, Gemini AI and Google Workspace
https://n8nworkflows.xyz/workflows/classify---process-it-requests-with-jotform--gemini-ai-and-google-workspace-10127
# Classify & Process IT Requests with Jotform, Gemini AI and Google Workspace
### 1. Workflow Overview
This workflow automates the intake, classification, and processing of IT service requests submitted via a JotForm form. It targets IT support teams needing efficient handling of incoming tickets by leveraging AI-powered summarization and priority classification, centralized data storage in Google Sheets, automated notifications, and user acknowledgments.
The workflow is logically organized into the following blocks:
- **1.1 Input Reception & Data Structuring:** Captures new IT service requests from JotForm, structures key fields for downstream processing.
- **1.2 AI Summarization & Priority Classification:** Uses Google Gemini AI and LangChain nodes to summarize the problem description and classify request priority levels (P0, P1, P2).
- **1.3 Data Storage & Routing:** Stores the processed request into a specific Google Sheets tab based on priority and sends urgent notifications.
- **1.4 User Acknowledgment:** Sends an email reply to the requester summarizing the ticket and confirming receipt.
---
### 2. Block-by-Block Analysis
#### 2.1 Input Reception & Data Structuring
- **Overview:**
This block starts the workflow upon submission of a new IT service request via JotForm. It captures form data fields and standardizes them into structured variables for AI processing and storage.
- **Nodes Involved:**
- JotForm Trigger
- Downstream Fields
- Sticky Note (Form description)
- **Node Details:**
- **JotForm Trigger**
- Type: Trigger node (JotForm Trigger)
- Role: Listens for new form submissions on a configured JotForm form.
- Configuration: Connected to a specific JotForm form via API credentials; triggers workflow on submission.
- Key Expressions: Captures all form fields including Full Name, Department, Email, Building Number, Problem Category, Comments.
- Inputs: None (trigger node)
- Outputs: JSON payload of submitted form data.
- Possible Failures: API authentication errors, JotForm downtime, webhook misconfiguration.
- **Downstream Fields**
- Type: Set node
- Role: Maps and renames incoming JSON fields to standardized variables for consistent downstream use.
- Configuration: Assigns fields such as Full Name, Department, E-mail, Building Number, Problem Category (first entry), Please Specify, and Comment and Questions.
- Key Expressions: Uses expressions like `{{$json['Full Name']}}`, `{{$json.Department}}`, etc.
- Inputs: Output from JotForm Trigger
- Outputs: Structured JSON object with renamed and grouped fields.
- Edge Cases: Missing fields or unexpected data formats could cause null values or errors.
- **Sticky Note (Form)**
- Purpose: Documents the form input block, listing captured fields and workflow start.
- No functional role.
#### 2.2 AI Summarization & Priority Classification
- **Overview:**
This block uses AI to generate a concise summary of the IT request and classifies its priority based on problem description and comments, enabling automated routing.
- **Nodes Involved:**
- Summarization Chain (LangChain)
- Google Gemini Chat Model (PaLM)
- Priority Classifier (LangChain Text Classifier)
- Sticky Note (Summarization & Classifier)
- **Node Details:**
- **Summarization Chain**
- Type: LangChain Summarization Chain
- Role: Generates a short summary text of the problem description for reporting and notification.
- Configuration: Default summarization options with AI backend integration.
- Inputs: Structured data from Downstream Fields node.
- Outputs: JSON with summarized text in `output.text`.
- Edge Cases: AI response timeout, incomplete or ambiguous input data.
- **Google Gemini Chat Model**
- Type: Language Model node (Google Gemini via PaLM API)
- Role: Provides AI language model capabilities to Summarization Chain and Priority Classifier.
- Configuration: Uses authenticated Google PaLM API account.
- Inputs/Outputs: Connected as AI language model backend to Summarization Chain and Priority Classifier nodes.
- Edge Cases: API rate limits, authentication failure, model unavailability.
- **Priority Classifier**
- Type: LangChain Text Classifier
- Role: Classifies the ticket priority into three categories: Low (P2), Medium (P1), High (P0).
- Configuration:
- Input text composed from "Please Specify" and "Comment and Questions" fields.
- Categories defined with descriptions to guide classification:
- Low: Non-critical, routine tasks
- Medium: Affects individual productivity
- High: Major impact, requires immediate attention
- Inputs: Summarized output text and structured fields.
- Outputs: Classification result controlling downstream routing.
- Edge Cases: Misclassification due to ambiguous text, classification failures or AI errors.
- **Sticky Note (Summarization & Classifier)**
- Purpose: Explains AI summarization and classification logic, priority definitions, and routing targets.
#### 2.3 Data Storage & Routing
- **Overview:**
Stores the summarized and classified ticket data into the appropriate Google Sheets tab based on priority, and for P0 (High priority) requests, sends urgent notifications via Telegram.
- **Nodes Involved:**
- Store to Sheets P0 (Google Sheets Append)
- Store to Sheets P1 (Google Sheets Append)
- Store to Sheets P2 (Google Sheets Append)
- Send to Group (Telegram)
- Sticky Note (Automation overview)
- **Node Details:**
- **Store to Sheets P0**
- Type: Google Sheets node (Append operation)
- Role: Appends P0 (High priority) tickets into the corresponding Google Sheets tab.
- Configuration:
- Maps fields such as Date (formatted current date/time), Name, Email, Status ("TODO"), Problem, Summary, Category, Priority ("P0"), Department, Building Number.
- Uses credentials for authorized access.
- Inputs: From Priority Classifier node upon P0 classification.
- Outputs: Passes data downstream to Reply User node.
- Edge Cases: Sheet access permissions, network errors, schema mismatch.
- **Store to Sheets P1**
- Same as above but for P1 (Medium priority) tickets, priority field set to "P1".
- **Store to Sheets P2**
- Same as above but for P2 (Low priority) tickets, priority field set to "P2".
- **Send to Group**
- Type: Telegram node
- Role: Sends urgent Telegram notification messages for P0 tickets to a configured group/channel.
- Configuration:
- Message text includes alert, summary, request details, comments, requester name, department, category, building number.
- Uses Telegram API credentials.
- Inputs: Connected only to P0 path from Priority Classifier.
- Outputs: Feeds into Store to Sheets P0 node (ensuring notification before storage).
- Edge Cases: Telegram API limits, connectivity, malformed message.
- **Sticky Note (Automation overview)**
- Explains overall automation goals: faster response, centralized tracking, AI-driven summarization and routing.
#### 2.4 User Acknowledgment
- **Overview:**
Sends an email confirming receipt of the IT service request, including a summary and request details, to the requester.
- **Nodes Involved:**
- Reply User (Gmail)
- **Node Details:**
- **Reply User**
- Type: Gmail node (send email)
- Role: Sends acknowledgment emails to users who submitted IT requests.
- Configuration:
- Email recipient: dynamically set from requester's Email field.
- Subject: includes requester’s name, department, category, and date.
- Message body: polite confirmation including summary and full problem description.
- Uses OAuth2 Gmail credentials for authorized sending.
- Inputs: Connected from all three Google Sheets storage nodes (P0, P1, P2), ensuring acknowledgment regardless of priority.
- Outputs: None (end node).
- Edge Cases: Email sending failures, invalid email addresses, OAuth token expiry.
---
### 3. Summary Table
| Node Name | Node Type | Functional Role | Input Node(s) | Output Node(s) | Sticky Note |
|---------------------|----------------------------------|---------------------------------------|------------------------|-----------------------------------|-------------------------------------------------------------------------------------------------------|
| JotForm Trigger | JotForm Trigger | Workflow start, captures form input | None | Downstream Fields | ## Form\n\nStarts workflow when a new IT Service Request is submitted on Jotform.\n\nCaptures: Full Name, Department, Email, Building Number, Problem Category, and Comments.\n\nConnects to “Set Fields” node for structured data mapping. |
| Downstream Fields | Set | Structures incoming data fields | JotForm Trigger | Summarization Chain | |
| Summarization Chain | LangChain Summarization Chain | Summarizes problem description | Downstream Fields | Priority Classifier | ## Summarizaion & Classifer\n\n- Uses AI to summarize problem details for reports and alerts.\n- Works with Google Gemini model for summarization and classification.\n- Produces a short “Summary” used in Sheets, emails, and Telegram messages.\n- Analyzes request details (problem + comments).\n\n### Classifies into:\nP0 (High) – Immediate action\nP1 (Medium) – Affects single user\nP2 (Low) – Non-critical maintenance\n\nRoutes to correct Google Sheet tab and notification channel. |
| Google Gemini Chat Model | Google Gemini AI Model | AI backend for summarization/classification | Connected as AI backend to Summarization Chain and Priority Classifier | Priority Classifier, Summarization Chain | |
| Priority Classifier | LangChain Text Classifier | Classifies priority (P0, P1, P2) | Summarization Chain | Store to Sheets P2, Store to Sheets P1, Send to Group | |
| Store to Sheets P2 | Google Sheets Append | Stores low priority requests (P2) | Priority Classifier | Reply User | |
| Store to Sheets P1 | Google Sheets Append | Stores medium priority requests (P1) | Priority Classifier | Reply User | |
| Store to Sheets P0 | Google Sheets Append | Stores high priority requests (P0) | Send to Group | Reply User | |
| Send to Group | Telegram | Sends urgent notification for P0 | Priority Classifier | Store to Sheets P0 | |
| Reply User | Gmail (OAuth2) | Sends acknowledgement email to user | Store to Sheets P0, Store to Sheets P1, Store to Sheets P2 | None | |
| Sticky Note | Sticky Note | Documentation: Form input block | None | None | ## Form\n\nStarts workflow when a new IT Service Request is submitted on Jotform.\n\nCaptures: Full Name, Department, Email, Building Number, Problem Category, and Comments.\n\nConnects to “Set Fields” node for structured data mapping. |
| Sticky Note1 | Sticky Note | Documentation: AI summarization/classifier | None | None | ## Summarizaion & Classifer\n\n- Uses AI to summarize problem details for reports and alerts.\n- Works with Google Gemini model for summarization and classification.\n- Produces a short “Summary” used in Sheets, emails, and Telegram messages.\n- Analyzes request details (problem + comments).\n\n### Classifies into:\nP0 (High) – Immediate action\nP1 (Medium) – Affects single user\nP2 (Low) – Non-critical maintenance\n\nRoutes to correct Google Sheet tab and notification channel. |
| Sticky Note2 | Sticky Note | Documentation: Overall automation goals | None | None | ## Automate IT Service Request intake → classification → storage → notification → acknowledgment.\n\n- Faster IT response time\n- Centralized data in Google Sheets\n- AI-driven ticket summarization\n- Automatic priority routing and communication |
---
### 4. Reproducing the Workflow from Scratch
1. **Create a new workflow named** "JOTFORM IT Service Request".
2. **Add JotForm Trigger node:**
- Type: JotForm Trigger
- Configure with your JotForm API credentials.
- Select the specific IT service request form to listen for submissions.
- Position: Left side, as start node.
3. **Add Set node (Downstream Fields):**
- Connect input from JotForm Trigger.
- Add assignments for the following variables with expressions referencing incoming JSON:
- Full Name (object) = `{{$json['Full Name']}}`
- Department (string) = `{{$json.Department}}`
- E-mail (string) = `{{$json['E-mail']}}`
- Building Number (string) = `{{$json['Building Number']}}`
- Problem Category (string) = `{{$json['Problem Category'][0]}}`
- Please Specify (string) = `{{$json['Please Specify']}}`
- Comment and Questions (string) = `{{$json['Comment and Questions']}}`
4. **Add LangChain Summarization Chain node:**
- Connect input from Downstream Fields node.
- Use default summarization settings to produce a short summary of the problem description.
5. **Add Google Gemini Chat Model node:**
- Configure with Google PaLM API credentials.
- Set as AI backend for both Summarization Chain and Priority Classifier nodes.
6. **Add LangChain Text Classifier node (Priority Classifier):**
- Connect input from Summarization Chain output.
- Configure input text with:
```
Description:
{{$json['Please Specify']}}
Comments:
{{$json['Comment and Questions']}}
```
- Define three categories with descriptions:
- Low: Non-critical, routine maintenance (P2)
- Medium: Affects individual user, moderate priority (P1)
- High: Major impact, immediate attention (P0)
7. **Add three Google Sheets Append nodes:**
- **Store to Sheets P0:** For P0 priority tickets
- Connect input from Send to Group node (see step 8).
- Map columns: Date (current date/time), Name, Email, Status ("TODO"), Problem, Summary, Category, Priority ("P0"), Department, Building Number.
- Configure Google Sheets credentials and target spreadsheet and sheet tab for P0 tickets.
- **Store to Sheets P1:** For P1 priority tickets
- Connect input from Priority Classifier node's medium priority output.
- Same column mappings, set Priority to "P1".
- Configure accordingly.
- **Store to Sheets P2:** For P2 priority tickets
- Connect input from Priority Classifier node's low priority output.
- Same column mappings, set Priority to "P2".
- Configure accordingly.
8. **Add Telegram node (Send to Group):**
- Connect input from Priority Classifier node's high priority output (P0).
- Configure Telegram API credentials.
- Compose message text including alert prefix, summary, problem, comments, requester name, department, category, building number.
- Connect output to Store to Sheets P0 node to ensure storage after notification.
9. **Add Gmail node (Reply User):**
- Connect inputs from all three Store to Sheets nodes outputs (P0, P1, P2).
- Configure Gmail OAuth2 credentials for sending email.
- Set recipient to requester's email (`{{$json.Email}}`).
- Subject: `"IT Service Request: {{$json.Name}} - {{$json.Department}} - {{$json.Category}} - {{$json.Date}}"`
- Message body: Include greeting, acknowledgment, summary, full problem description, closing signature.
10. **Add Sticky Notes as needed:**
- To document form input fields, AI summarization/classification logic, and overall workflow goals for maintainability.
11. **Test the workflow:**
- Submit sample form entries to verify correct AI summarization, priority classification, data storage, notification, and email acknowledgment.
---
### 5. General Notes & Resources
| Note Content | Context or Link |
|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------|
| This workflow improves IT support efficiency by integrating JotForm submissions with AI-powered summarization and priority classification using Google Gemini (PaLM) and LangChain. | Project description |
| Google Gemini model requires valid PaLM API credentials with access to the chat model. Ensure API quotas and billing are set up. | Google Cloud Platform documentation |
| Gmail node uses OAuth2 credentials; token refresh must be configured to avoid email sending interruptions. | Gmail OAuth2 n8n documentation |
| Telegram notifications are sent only for P0 (high priority) requests to alert the IT support group immediately. | Telegram Bot API docs |
| The workflow uses dynamic expressions extensively; malformed or missing data in form submissions can cause failures or incorrect processing. Input validation on JotForm is recommended. | JotForm field validation |
| Google Sheets append operations require correct sheet and tab IDs; ensure the document schema matches the mapped fields to avoid data corruption. | Google Sheets API docs |
| The workflow is designed for n8n version supporting LangChain nodes and Google Gemini model integrations (v2.1+ for Summarization Chain, v1.1+ for Priority Classifier). | n8n node version compatibility |
| For improved reliability, add error handling nodes or workflow-level retry mechanisms for API calls to JotForm, Google APIs, and Telegram. | n8n error handling best practices |
| Project credits: Inspired by integration use cases combining JotForm, AI language models, Google Workspace, and messaging platforms for IT ticket automation. | n8n community forums and official blog |
| Video tutorials on integrating LangChain with n8n and Google Gemini can be found at https://n8n.io/blog and https://developers.google.com/palm for advanced customization and troubleshooting. | Official n8n and Google developers resources |
---
This structured documentation enables comprehensive understanding, modification, and reproduction of the "JOTFORM IT Service Request" workflow, supporting both advanced users and automation agents.