Triage and reply to multilingual support tickets with Anthropic Claude

Overview

This workflow automates customer support ticket processing using AI-powered analysis.

Incoming tickets from email (IMAP) or a webhook endpoint are automatically cleaned, translated to English if necessary, analyzed with AI, and routed based on urgency and category.

The workflow can automatically generate draft replies for simple tickets or escalate critical issues to your support team. It also updates your CRM or helpdesk system with structured ticket insights and logs observability metrics for monitoring support performance.

This automation helps support teams reduce manual triage work, respond faster to customers, and ensure urgent issues receive immediate attention.

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How It Works

1. Ticket Intake The workflow begins when a support request is received from one of two sources: