AI-Powered Support Ticket Classifier
An n8n workflow that reads incoming support emails, classifies them with AI, drafts a reply, and routes every ticket to the right team, automatically.
Tools & Integrations
Workflow in n8n
The Business Problem
Every support email needs to be read, assigned to the right person, replied to, and tracked so nothing is forgotten. One person handles all of it between everything else — leading to slow response times, missed tickets, and frustrated customers.
Why this matters: Slow support frustrates customers and costs business. A missed ticket can mean a lost customer.
Solution Overview
Connects to the inbox via an IMAP email trigger. Long emails are trimmed. AI classifies each ticket into Billing/Tech/Sales/Spam, and the workflow routes it to the right team on Slack with full context. A Gmail draft reply is created for human review. Every ticket is logged to Airtable, with a Google Sheets backup if that write fails.
Key Automation Steps
- 1Read via IMAP: Connects to the inbox over IMAP and picks up new support emails.
- 2Sanitize & Classify: Long emails are trimmed. AI classifies into Billing/Tech/Sales/Spam and suggests a reply.
- 3Manual Fallback: A Fallback branch exists for anything the classifier can't confidently sort, instead of guessing.
- 4Route & Draft: The right team (Billing/Tech/Sales/Manual) is notified on Slack. A Gmail draft is created for human review — never sent automatically.
- 5Double Logging: Saved to Airtable. If that write fails, it's automatically saved to a Google Sheets backup and flagged.
Reliability & Error Handling
Business Impact
Every ticket is classified and routed automatically — no queue, no manual sorting. Support teams can focus on solving problems instead of triaging emails.