# Route and triage support tickets with Claude and CRM: n8n workflow

> Started by another system calling it, and works across Email. It hands the judgement calls to Claude.

Source: https://millionrounds.com/workflow/route-and-triage-support-tickets-with-claude-and-crm (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [Customer support](https://millionrounds.com/workflows?category=Customer+support#library)

# Route and triage support tickets with Claude and CRM

Started by another system calling it, and works across Email. It hands the judgement calls to Claude. 17 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: Claude

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-and-triage-support-tickets-with-claude-and-crm)

**17 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**1** Service it connects to

## The flow

Starts it 1 Model 8 Logic 5 Service 3

The steps in the order they run, from what starts it.

- 1 **Email Trigger (IMAP)** Email Read Imap *Service*
- 2 **Webhook Trigger** Webhook *Starts it*
- 3 **Anthropic Model - Translation** Lm Chat Anthropic *Model*
- 4 **Translation Output Parser** Output Parser Structured *Model*
- 5 **Anthropic Model - Intelligence** Lm Chat Anthropic *Model*
- 6 **Intelligence Output Parser** Output Parser Structured *Model*
- 7 **Anthropic Model - Reply** Lm Chat Anthropic *Model*
- 8 **Workflow Configuration** Set *Logic*
- 9 **Language Detection & Translation Agent** Agent *Model*
- 10 **Support Intelligence Agent** Agent *Model*
- 11 **Draft Reply Generator** Agent *Model*
- 12 **Clean HTML** Html *Logic*
- 13 **Decision Router** Switch *Logic*
- 14 **Update CRM/Helpdesk** Http Request *Service*
- 15 **Normalize Ticket Data** Set *Logic*
- 16 **Escalate to Team** Http Request *Service*
- 17 **Log Observability Metrics** Code *Logic*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 17, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Email
- **Model:** Claude

## Questions

What does it need to run?

An n8n account, plus your own Email account, and a key for Claude. You connect your own accounts after importing it; none are included.

What starts it?

It starts on another system calling it.

Does it use AI?

Yes. It calls Claude. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Plan an afternoon. 17 steps is enough that you should read each one before running it.

How do I import it?

Copy the workflow, open a new workflow in n8n and paste. The steps appear on the canvas, ready for your own accounts.

**Before you run it**

Nothing here has been tested by us. It is somebody's working automation, read and described from its own steps. Treat the connections it wants as a list of accounts it will touch, and read the 17 steps before you point it at anything that matters.

## Run it in n8n

- **Create your n8n account** Free to start. n8n is where the workflow runs. [Create an n8n account ↗](https://millionrounds.com/n8n)
- **Download the workflow** Free with a Millionrounds account. [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-and-triage-support-tickets-with-claude-and-crm)
- **Paste it into n8n** Open a new workflow in n8n and paste. Then connect your own accounts.

Stored with the author's traces removed: canvas notes, instance identifiers, saved credential names and any live document they had left behind.

## Connects to

Each opens the other workflows that use it.

[Email](https://millionrounds.com/workflows?service=Email#library)

## Workflows like it

Also customer support, with the same services where possible, closest in size first.

- [**Triage and reply to multilingual support tickets with Claude** 17 steps · calls a model · Email](https://millionrounds.com/workflow/triage-and-reply-to-multilingual-support-tickets-with-claude)
- [**Turn support tickets into developer insights with OpenAI** 16 steps · calls a model · Email, Jira](https://millionrounds.com/workflow/turn-support-tickets-into-developer-insights-with-openai)
- [**AI-powered support ticket classifier with Google Sheets** 16 steps · Email, Google Sheets](https://millionrounds.com/workflow/ai-powered-support-ticket-classifier-with-google-sheets)
- [**Route AI-powered customer support with Slack and PostgreSQL** 18 steps · Email, Google Sheets](https://millionrounds.com/workflow/route-ai-powered-customer-support-with-slack-and-postgresql)
- [**Send Patient Appointment Reminders with Email and SMS** 18 steps · Airtable, Email](https://millionrounds.com/workflow/send-patient-appointment-reminders-with-email-and-sms)
- [**Triage tenant complaints with Slack and Google Sheets** 15 steps · calls a model · Email, Google Sheets](https://millionrounds.com/workflow/triage-tenant-complaints-with-slack-and-google-sheets)