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