Build a Gmail Ticketing System in Make.com

Using make.com, you can turn a standard Gmail inbox into a simple yet powerful ticketing system. By combining Gmail filters, labels, and automated scenarios, you will be able to capture support requests, assign them to team members, and track their status without manual sorting.

This guide walks you through planning the process, preparing Gmail, and configuring your first automation scenario so every support email becomes a manageable ticket.

Plan Your Make.com Gmail Ticketing Workflow

Before configuring any modules in make.com, define how you want tickets to move through your system. Clear planning prevents confusion later and keeps scenarios easy to maintain.

Decide What Counts as a Ticket

Start by deciding which incoming messages qualify as tickets. Common examples include:

• Customer support requests
• Bug reports or incident alerts
• Sales or demo inquiries
• Account or billing questions

Next, determine whether all tickets arrive in the same inbox or if you have multiple support addresses that must feed into a single workflow in make.com.

Define Ticket Stages and Labels

Every ticketing system needs clear stages so you can track work. In Gmail, stages are represented by labels that make.com can read and update. Typical stages include:

• New – just received and not yet reviewed
• In Progress – being handled by a team member
• Waiting on Customer – requires customer action
• Resolved – completed and archived

Write down which Gmail label will represent each stage so you can reference them when building your scenario.

Prepare Gmail for Your Make.com Ticketing System

The next step is to prepare the Gmail account that make.com will use. Proper labels and filters keep your scenario logic straightforward and reduce errors.

Create Ticket Labels in Gmail

In your Gmail account:

1. Open Settings and go to the Labels tab.
2. Create labels for each ticket stage, such as Support/New, Support/In Progress, and Support/Resolved.
3. Optionally, create sublabels for priorities or teams, for example Support/Priority High or Support/Team A.

These labels will be applied both manually and automatically via make.com scenarios.

Set Up Gmail Filters for Ticket Intake

Filters help you capture tickets that meet specific conditions before they reach your make.com flow. To configure filters:

1. In Gmail, click the search options icon in the search bar.
2. Define conditions such as recipient address, subject keywords, or sender domain.
3. Click Create filter and choose actions like Apply the label and Skip the Inbox if desired.
4. Apply these filters to existing messages to convert earlier conversations into tickets.

Once filters are in place, new support emails will be consistently labeled and ready for automation in make.com.

Connect Gmail to Make.com

With Gmail prepared, connect your account to make.com so scenarios can read and update emails.

1. Sign in to your make.com account.
2. Create a new scenario from the dashboard.
3. Search for the Gmail app and choose it as your first module.
4. Click Add to create a new Gmail connection, then authorize access to your Google account.

After authorization, the Gmail connection becomes available in all your future scenarios within make.com.

Build the Core Gmail Ticket Scenario in Make.com

Now you can design the first automation that turns labeled emails into trackable tickets. This scenario will watch for new messages and manage their lifecycle using Gmail labels.

Step 1: Watch for New Ticket Emails

In your scenario canvas in make.com:

1. Select the Gmail > Watch Emails module.
2. Choose the Gmail connection you created.
3. Set the Folder or Label field to your ticket intake label, such as Support/New.
4. Configure how often the module should check for new messages (for example, every 5 or 15 minutes).

This module becomes the trigger that starts the workflow whenever a new ticket appears.

Step 2: Extract Ticket Data

Each email contains information you need to manage the ticket. Add tools in make.com to extract and normalize this data:

• Use built-in Gmail fields like From, Subject, and Body.
• Add text-parsing modules if specific patterns must be captured, such as order IDs.
• Store parsed values in variables or map them to fields in another app like a spreadsheet or database.

Clean, structured ticket data makes reporting and assignment much easier.

Step 3: Create or Update Ticket Records

Decide where you want to store ticket records. Common destinations include:

• Google Sheets
• Notion or Airtable
• Project tools like Trello or Asana

In make.com, add the appropriate app module, then map fields from the Gmail trigger to your ticket record, such as:

• Ticket ID
• Customer email
• Subject line
• Status label
• Date created

This central record allows you to track tickets even if the original email thread grows long.

Step 4: Manage Ticket Status with Labels

Use additional Gmail modules in make.com to keep email labels and ticket status in sync:

• Add label when a ticket is assigned or moved to In Progress.
• Remove label when a ticket is resolved or transferred to another stage.
• Search messages to find all emails tied to a specific ticket ID if you store that ID in the subject.

This ensures the visual state in Gmail reflects the true status of each ticket.

Enhance Your Make.com Ticketing System

Once the basic workflow is stable, you can enhance your make.com scenario with additional logic and integrations.

Send Automatic Acknowledgements

To confirm receipt of each support email, add a Gmail > Send an Email module:

1. Use the customer email from the original message as the recipient.
2. Insert a standard reply template indicating the ticket has been created.
3. Optionally include a ticket ID and expected response time.

This simple step improves customer experience without adding manual work.

Assign Tickets to Team Members

With make.com, you can automatically assign tickets using routing rules:

• Route by keyword in the subject or body.
• Route by sender domain for key clients.
• Use round-robin logic across your team.

Add steps that notify the assignee through Slack, email, or another tool and update your ticket record to reflect the owner.

Build Dashboards and Reports

To monitor performance, connect your make.com scenario to reporting tools:

• Send ticket data into a Google Sheet for pivot tables and charts.
• Feed structured data into a BI platform for advanced dashboards.
• Track metrics such as response time, number of open tickets, and resolution time.

These insights help you refine your support process over time.

Maintain and Scale Your Make.com Workflow

As ticket volume grows, regularly review and optimize your make.com scenarios.

• Monitor scenario execution logs for errors or bottlenecks.
• Adjust scheduling frequency to balance speed and quota limits.
• Refine Gmail filters and labels as new types of tickets appear.

Document your workflow so new team members can understand how Gmail and make.com work together in your environment. For additional automation strategy and implementation support, you can explore resources at Consultevo.

By combining Gmail structure with flexible automation in make.com, you create a lightweight ticketing system that centralizes support requests, clarifies ownership, and keeps your team focused on resolving customer issues rather than sorting through an inbox.

Need Help With Make.com?

If you want expert help building, automating, or scaling your Make scenarios, work with ConsultEvo — certified workflow and automation specialists.

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