Route and triage support tickets with Claude Sonnet and your CRM

Description

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.