Built an AI support ticket triage system that reads, classifies, and routes every customer email automatically — zero manual sorting
The problem: A SaaS company gets dozens of support emails every day. Billing questions, technical issues, account problems, urgent complaints — all landing in the same inbox. Someone reads each one manually, decides who handles it, and writes a reply. That's hours of work that adds zero value to the business. What I built: The moment a support email arrives, an AI agent reads it and classifies it into one of five categories — Billing, Technical, Account, Inquiry, or Urgent. Each category routes automatically to a dedicated Slack channel so the right team sees it instantly. At the same time the customer receives a personalized acknowledgment email written by AI, with the tone adjusted based on priority level. High priority tickets get an urgent empathetic response. Low priority gets a friendly brief reply. Everything gets logged to Google Sheets automatically. The result: Every customer gets an instant response that feels relevant to their specific issue. The support team only sees pre-sorted tickets ready to action. Nothing gets lost, nothing gets delayed. The classification logic was the most interesting part — instead of keyword matching or dropdowns, the AI reads the full email context and decides the category. It handles edge cases a simple filter never could. Tools: n8n, Google Gemini, Gmail, Slack, Google Sheets Happy to answer questions about the classification logic or how the Slack routing works.