Route and triage support tickets with Claude Sonnet and your CRM
Ready for 3.0Ready for 3.0. This template uses no nodes that n8n 3.0 removes. No removed nodes, versions or helpers found. Static check, last run 2026-10-19.
What this workflow does
This AI workflow has 17 nodes and runs when a new email arrives over IMAP (plus 1 other trigger). Along the way it connects Anthropic Chat Model.
How it runs
Trigger: When a new email arrives over IMAP (plus 1 other trigger).
- Workflow Configuration (Edit Fields (Set)): sets 3 fields: crmApiUrl, escalationWebhookUrl, observabilityEndpoint
- Clean HTML (HTML): parses or builds HTML
- Normalize Ticket Data (Edit Fields (Set)): sets 5 fields: ticket_id, user_email, original_message…
- Language Detection & Translation Agent (AI Agent): runs an AI agent, with model: Anthropic Model - Translation; output parser: Translation Output Parser
- Support Intelligence Agent (AI Agent): runs an AI agent, with model: Anthropic Model - Intelligence; output parser: Intelligence Output Parser
- Decision Router (Switch): routes items into 2 branches
- Draft Reply Generator (AI Agent): runs an AI agent, with model: Anthropic Model - Reply
- Escalate to Team (HTTP Request): calls an HTTP API (POST)
- Update CRM/Helpdesk (HTTP Request): calls an HTTP API (POST)
- Log Observability Metrics (Code): runs custom JavaScript code
Services it uses
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Before you upgrade to n8n 3.0
Nothing in this workflow is removed in n8n 3.0, so it should import and run after the upgrade.
Nodes used (10)
- Email Trigger (IMAP)
n8n-nodes-base.emailReadImap - Webhook
n8n-nodes-base.webhook - Edit Fields (Set)
n8n-nodes-base.set - HTML
n8n-nodes-base.html - AI Agent
@n8n/n8n-nodes-langchain.agent - Anthropic Chat Model
@n8n/n8n-nodes-langchain.lmChatAnthropic - Structured Output Parser
@n8n/n8n-nodes-langchain.outputParserStructured - Switch
n8n-nodes-base.switch - HTTP Request
n8n-nodes-base.httpRequest - Code
n8n-nodes-base.code
From the author
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…