{"product_id":"n8n-support-ticket-triage-reply-drafting-w-anthropic","title":"n8n Support Ticket Triage \u0026 Reply Drafting w\/ Anthropic","description":"\u003ch3\u003eAutomatically triage support tickets and draft compliant replies with n8n + Anthropic\u003c\/h3\u003e\n\u003cp\u003eThis n8n workflow receives incoming support tickets, uses \u003cstrong\u003eAnthropic\u003c\/strong\u003e to classify and research against your documentation, then \u003cstrong\u003edrafts a customer-ready reply\u003c\/strong\u003e—with optional auto-sending or a human approval pause. It also logs every decision to \u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e for clear auditability.\u003c\/p\u003e\n\n\u003ch3\u003eWhat this workflow does\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eIngests a ticket\u003c\/strong\u003e via a POST \u003cstrong\u003ewebhook\u003c\/strong\u003e (or runs a manual test that builds a sample ticket) and normalizes the ticket fields.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eClassifies the issue using Anthropic\u003c\/strong\u003e: determines category, severity, sentiment, whether it’s a question vs. a bug, and whether it contains credentials.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eSecurity hold for credential-containing tickets\u003c\/strong\u003e: if credentials are detected, the workflow skips AI drafting and returns a fixed security-hold reply with an internal note.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eResearches your docs over HTTP\u003c\/strong\u003e when no credentials are found: the workflow fetches relevant pages from your docs site, extracts key facts, suggested resolution, and identifies any docs gaps.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eDrafts a constrained reply\u003c\/strong\u003e based strictly on the research findings, then checks whether it’s safe to auto-send using severity, research coverage, and draft confidence.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eHuman approval when needed\u003c\/strong\u003e: 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.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eLogs outcomes to Google Sheets\u003c\/strong\u003e: 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.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eSaaS teams that want faster triage and consistent, docs-based responses\u003c\/li\u003e\n  \u003cli\u003en8n support automation for distinguishing \u003cem\u003equestions vs bugs\u003c\/em\u003e and setting correct severity\u003c\/li\u003e\n  \u003cli\u003eTeams that must detect credential exposure and route to a security hold automatically\u003c\/li\u003e\n  \u003cli\u003eOperators who want traceable routing decisions stored in Google Sheets\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eTechnical details\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eAnthropic chat models\u003c\/strong\u003e for classification, docs review, and reply drafting\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eHTTP-based docs research\u003c\/strong\u003e to fetch and extract relevant documentation pages\u003c\/li\u003e\n  \u003cli\u003eCore n8n nodes: \u003cstrong\u003ewebhook\u003c\/strong\u003e, \u003cstrong\u003eif\u003c\/strong\u003e, \u003cstrong\u003eset\u003c\/strong\u003e, \u003cstrong\u003ecode\u003c\/strong\u003e, \u003cstrong\u003ewait\u003c\/strong\u003e, and \u003cstrong\u003esticky note\u003c\/strong\u003e\n\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eGoogle Sheets\u003c\/strong\u003e ledger logging for classification, research, draft, and routing\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003e\u003cstrong\u003eSetup note:\u003c\/strong\u003e add an \u003cstrong\u003eAnthropic\u003c\/strong\u003e chat model credential and select it for the workflow’s Anthropic steps.\u003c\/p\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45872821502131,"sku":"N8N-18472","price":9.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/F3p7IaEYaY9CCgidQN7h1_50nN6ug2.png?v=1787217102","url":"https:\/\/buyflowscripts.com\/products\/n8n-support-ticket-triage-reply-drafting-w-anthropic","provider":"N8N Commerce","version":"1.0","type":"link"}