Sort support email into Notion tickets automatically
After a launch, support mail repeats itself. This workflow reads new Gmail messages, sorts them by keyword into download, how-to, refund or other, and files each one as a ticket in Notion so nothing sits unread.
Inside the n8n workflow in the download
Gmail trigger Switch: categorize Notion: create page (x4) Sticky note
Every node is explained below, with the matching Notion database schema, property by property.
Free. One email with the files, then occasional updates. Unsubscribe any time.
- Setup: 60 to 90 minutes
- n8n + Notion
- Uses standard n8n nodes that work on n8n Cloud and self-hosted.
How it works under the hood, node by node
- Gmail trigger: Fires on each new unread message in your support inbox.
- Switch: categorize: Routes by keyword: 'download', 'access link' to Download; 'how do i' to How-to; refund and chargeback language to Refund; everything else to Other.
- Notion: create page (x4): Files a ticket in the Tickets database with category, sender and a snippet.
- Sticky note: The keywords are starters. Tune them after your first 20 real emails.
| Property | Type | Notes |
|---|---|---|
| Subject | Title | |
| From | ||
| Category | Select | Download, How-to, Refund, Billing, Other |
| Priority | Select | Low, Normal, Urgent |
| Status | Select | New, Replied, Waiting, Escalated, Closed |
| Thread snippet | Text | |
| Received | Date |
Also in the download
- A taxonomy SOP with a first-response target for each category
- Escalation rules: anything mentioning a lawyer, chargeback or 'scam' goes straight to Escalated
- Three canned replies: where's my download, how do I, and refund
- A Claude prompt for replying in a consistent tone
Set it up
- Create the Tickets database with the properties above.
- Import the workflow and connect your Gmail account (use a dedicated support address if you can).
- Map each of the four Notion nodes to the Tickets database.
- Send yourself five test emails, one per category, and check where each one lands.
- Adjust the Switch keywords to match how your buyers actually write.
Stuck on the import? Importing an n8n workflow and setting up the Notion database cover the common snags.
Questions
Does it reply automatically?
No. It sorts and files, and you send the canned reply after a glance, so an angry customer never gets an automated answer.
Can I use IMAP instead of Gmail?
Yes. Replace the Gmail trigger with n8n's Email Trigger (IMAP) node. The rest of the workflow stays the same.
Why keywords instead of AI classification?
Keywords cost nothing to run, and when one misfires you can see exactly which word caused it. If they miss too often, add an AI step before the Switch. The Stack's prompts folder has a classification prompt.
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