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Customer Support Ticket Router

3 intermediate
Email AI Classification Conditional Routing

Automatically classify incoming support requests and route them to the appropriate team based on content analysis. Practice advanced routing, AI integration, and multi-branch workflow logic.

Your Challenge

Core Functionality

Your workflow must:

  • Set up Email Trigger or Webhook Trigger to receive support requests
  • Extract key information: subject, body, sender email, priority indicators
  • Use AI node (OpenAI, local model, or keyword analysis) to classify request type (billing, technical, sales, general)
  • Implement multi-branch routing logic to direct requests to appropriate channels
  • Send notifications to correct team (different Slack channels, email addresses, or ticket systems)
  • Include original message content, classification result, and confidence score
  • Auto-assign priority level based on keywords (urgent, critical, help, broken)

Error Handling

Your workflow should:

  • If AI classification fails, use Switch node to route to default "General Support" channel (fallback routing)
  • Enable "Continue on Fail" on notification nodes to attempt all delivery channels even if one fails
  • Use IF node to validate email/webhook payload has required fields (subject, body, sender) before processing
  • Send a daily summary of failed deliveries and classification errors to a monitoring channel

Edge Cases

Your workflow should handle:

  • Handle ambiguous requests that match multiple categories (route to multiple teams)
  • Deal with requests in different languages (detect and route accordingly)
  • Process emails with attachments (extract and include in notifications)
  • Handle very long request bodies (summarize or truncate appropriately)
  • Manage requests outside business hours (queue or route to on-call)
  • Deal with spam or automated messages (filter before routing)

Bonus Challenges (Optional)

Take it further by:

  • Add sentiment analysis to detect frustrated customers (escalate priority)
  • Create SLA tracking (timestamp requests, monitor response times)
  • Implement smart escalation (if no response in X hours, notify manager)
  • Build analytics dashboard showing request volume by category and team
  • Add customer history lookup (check if repeat requester, previous issues)
  • Create auto-responder with estimated response time based on category
  • Integrate with ticketing systems (Zendesk, Freshdesk, Jira Service Desk)

Tips & Hints

  • Start with keyword-based classification before adding AI complexity
  • The Switch node is ideal for multi-branch routing logic
  • Use the OpenAI node or similar for intelligent content classification
  • The Set node can help structure data before sending to multiple destinations
  • Test with sample emails covering all categories before going live
  • Consider using the HTTP Request node to integrate with ticketing APIs
  • The Code node can implement complex priority scoring algorithms