n8n Support Ticket Triage & Reply Drafting w/ Anthropic

Automatically triage support tickets and draft compliant replies with n8n + Anthropic

This n8n workflow receives incoming support tickets, uses Anthropic to classify and research against your documentation, then drafts a customer-ready reply—with optional auto-sending or a human approval pause. It also logs every decision to Google Sheets for clear auditability.

What this workflow does

• Ingests a ticket via a POST webhook (or runs a manual test that builds a sample ticket) and normalizes the ticket fields.
• Classifies the issue using Anthropic: determines category, severity, sentiment, whether it’s a question vs. a bug, and whether it contains credentials.
• Security hold for credential-containing tickets: if credentials are detected, the workflow skips AI drafting and returns a fixed security-hold reply with an internal note.
• Researches your docs over HTTP when no credentials are found: the workflow fetches relevant pages from your docs site, extracts key facts, suggested resolution, and identifies any docs gaps.
• Drafts a constrained reply based strictly on the research findings, then checks whether it’s safe to auto-send using severity, research coverage, and draft confidence.
• Human approval when needed: if auto-send criteria aren’t met, it posts a review message (including Send/Rewrite/Escalate links) to your configured webhook endpoint and pauses until a decision resumes the run.
• Logs outcomes to Google Sheets: appends a ledger row with classification, research, draft, and routing details, and can optionally send a separate docs-gap notification when no answer is found.

Use cases

• SaaS teams that want faster triage and consistent, docs-based responses
• n8n support automation for distinguishing questions vs bugs and setting correct severity
• Teams that must detect credential exposure and route to a security hold automatically
• Operators who want traceable routing decisions stored in Google Sheets

Technical details

• Anthropic chat models for classification, docs review, and reply drafting
• HTTP-based docs research to fetch and extract relevant documentation pages
• Core n8n nodes: webhook, if, set, code, wait, and sticky note
• Google Sheets ledger logging for classification, research, draft, and routing

Setup note: add an Anthropic chat model credential and select it for the workflow’s Anthropic steps.