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

1. Input Sources

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

2. Workflow Configuration

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

3. Data Cleaning & Normalization

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

4. Language Detection & Translation

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

5. 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

6. Decision Routing

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

Auto Reply Flow

1. AI Reply Generation

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

2. CRM/Helpdesk Update

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

Escalation Flow

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

Observability & Monitoring

1. Metrics Logging

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

Setup Instructions

1. Email / Webhook Setup

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

2. AI Model Setup

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

3. CRM / Helpdesk Integration

   • Set API endpoint URL
   • Configure headers and authentication

4. Escalation Setup

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

5. Observability (Optional)

   • Configure logging endpoint for metrics tracking

6. 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.