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.

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How It Works

1. Input Sources

• Receives tickets via:
• IMAP Email Trigger
• Webhook endpoint

1. Workflow Configuration

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

1. Data Cleaning & Normalization

• Extracts and cleans HTML content
• Normalizes ticket data:
• Ticket ID
• User email
• Message content
• Timestamp
• Source channel

1. Language Detection & Translation

• Detects the original language
• Translates message into English if needed
• Returns confidence score

1. 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

1. Decision Routing

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

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Auto Reply Flow

1. AI Reply Generation

• Drafts professional response using ticket context
• Keeps tone empathetic and actionable

1. CRM/Helpdesk Update

• Sends structured ticket data to CRM:
• Priority
• Category
• Sentiment
• Churn risk
• Draft reply

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Escalation Flow

1. Escalation Handling

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

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Observability & Monitoring

1. Metrics Logging

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

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Setup Instructions

1. Email / Webhook Setup

• Configure IMAP credentials OR webhook endpoint (support-ticket)

1. AI Model Setup

• Add Anthropic or OpenAI credentials
• Connect models to:
• Translation agent
• Intelligence agent
• Reply generator

1. CRM / Helpdesk Integration

• Set API endpoint URL
• Configure headers and authentication

1. Escalation Setup

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

1. Observability (Optional)

• Configure logging endpoint for metrics tracking

1. Customize Prompts

• Adjust system messages for:
• Translation
• Classification
• Reply generation

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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

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Requirements

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

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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

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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.