Route and triage support tickets with Claude Sonnet and your CRM

Overview This workflow automates customer support ticket processing using AI-powered analysis, classification, and intelligent routing.

It processes incoming tickets from email or webhook, translates messages when needed, analyzes sentiment and urgency, and routes tickets to auto-reply or escalation flows. The system also updates CRM platforms and logs observability metrics for monitoring.

This enables faster response times, improved customer experience, and scalable support operations.

How It Works

Input Sources Receives tickets via: IMAP Email Trigger Webhook endpoint

Workflow Configuration Defines: CRM/Helpdesk API endpoint Escalation webhook URL Observability logging endpoint

Data Cleaning & Normalization Extracts and cleans HTML content Normalizes ticket data: Ticket ID User email Message content Timestamp Source channel

Language Detection & Translation Detects the original language Translates message into English if needed Returns confidence score

AI Support Intelligence Classifies ticket into: Sentiment (positive/neutral/negative) Urgency (low → critical) Category (billing, bug, technical, etc.) Generates: Short summary Churn risk score (0–1) Recommended action path

Decision Routing Routes tickets based on AI output: Auto Reply → Generate response Escalate / Critical → Send to team

Auto Reply Flow

AI Reply Generation Drafts professional response using ticket context Keeps tone empathetic and actionable

CRM/Helpdesk Update Sends structured ticket data to CRM: Priority Category Sentiment Churn risk Draft reply

Escalation Flow

Escalation Handling Sends high-priority tickets to support team Includes full ticket context and analysis

Observability & Monitoring

Metrics Logging Tracks: Response time Escalation status Category & urgency Sentiment & churn risk Sends data to observability endpoint (optional)

Setup Instructions

Email / Webhook Setup Configure IMAP credentials OR webhook endpoint (support-ticket)

AI Model Setup Add Anthropic or OpenAI credentials Connect models to: Translation agent Intelligence agent Reply generator

CRM / Helpdesk Integration Set API endpoint URL Configure headers and authentication

Escalation Setup Add webhook URL for team notifications (Slack, internal API, etc.)

Observability (Optional) Configure logging endpoint for metrics tracking

Customize Prompts Adjust system messages for: Translation Classification Reply generation

Use Cases

AI-powered customer support automation
SaaS support ticket triaging
Multi-language support systems
Helpdesk automation with CRM integration
Customer churn risk detection workflows

Requirements

Anthropic or OpenAI API key
Email (IMAP) or webhook source
CRM/helpdesk system API
Optional observability/logging service
n8n instance

Key Features

Multi-channel ticket ingestion (email + webhook)
Automatic language detection and translation
AI-based sentiment, urgency, and category classification
Intelligent routing (auto-reply vs escalation)
AI-generated support replies
CRM integration for structured ticket updates
Observability and performance tracking

Summary

A powerful AI-driven support automation workflow that processes, analyzes, and routes customer tickets intelligently. It reduces manual workload, improves response speed, and enables scalable, data-driven support operations.