AI-Powered Support Ticket Classifier

Learn ActionFlows through real-world examples. Each tutorial takes 15-20 minutes and builds a production-ready workflow.

What you'll build: A system that automatically categorizes incoming support emails and routes them to the right team.

Time: 15 minutes

Skills you'll learn: Start node, AI classification, conditional routing, Slack notifications

The Problem

Your support team receives 100+ emails daily. Manually sorting them into categories (Bug, Feature Request, Billing, General) wastes 2 hours per day.

The Solution

A workflow that reads each email, uses AI to determine the category, and sends it to the appropriate Slack channel.

Step 1: Create the flow (2 minutes)

Create a new flow called Support Email Classifier.

Add a Start node (manual). There is no Email start-node type.

For this tutorial, run the flow with sample email text in the run form. In production, attach a flow webhook from your helpdesk or mailbox so each new ticket POSTs into the same graph.

Leave the Generate Text Prompt empty (or add a mapped field) so Run flow asks for the email body as {nodeId}_prompt. Studio autosaves. Open Settings and click Set to active.

Step 2: Add AI Classification (3 minutes)

Add a Generate Text node. Connect it to your Start node.

Configure the prompt:

You are a support email classifier. Read this email and determine which category it belongs to.

Email Subject: Use the email subject line
Email Body: Use the email body content

Categories:
- BUG: Technical issues or errors
- FEATURE: Feature requests or suggestions
- BILLING: Payment or subscription questions
- GENERAL: Other inquiries

Respond ONLY with the category name (BUG, FEATURE, BILLING, or GENERAL).
Do not include explanation. Just the category.

This node will output just the category name.

Step 3: Create Conditional Routing (5 minutes)

Add a Switch node (also called Conditional). Connect the AI output to it.

In the Switch configuration:

Create four cases:

Case 1: If output equals BUG Case 2: If output equals FEATURE Case 3: If output equals BILLING Case 4: Default (anything else)

Step 4: Add Team Notifications (5 minutes)

For each case, add a Slack node.

For BUG case:

• Channel: #bugs
• Message:

Bug Report from Support

From: Use sender email
Subject: Use email subject
Category: BUG

Message: Use email body preview

For FEATURE case:

• Channel: #feature-requests
• Message:

Feature Request

From: Use sender email
Subject: Use email subject
Category: FEATURE

Details: Use email body preview

For BILLING case:

• Channel: #billing
• Message:

Billing Inquiry

From: Use sender email
Subject: Use email subject
Category: BILLING

Details: Use email body preview

For GENERAL case:

• Channel: #general-support
• Message:

General Support Email

From: Use sender email
Subject: Use email subject

Message: Use email body preview

// IMG: Complete flow with all four Slack branches

Step 5: Add Email Reply (Optional but Recommended) (3 minutes)

Add an Email node to each branch. Configure it to send an automatic acknowledgment:

Thank you for contacting support!

We have received your message and routed it to the appropriate team.
You will hear back within 24 hours.

Best regards,
Support Team

Step 6: Test the Workflow (2 minutes)

Click Test.

Provide sample email data:

• Subject: "Login button not working on mobile"
• Body: "I cannot log in using the mobile app. Error says 'Invalid credentials.'"

Run the test. The workflow should:

1. Read the email
2. Classify it as BUG
3. Send to #bugs channel
4. Send acknowledgment email

Check your Slack and email to confirm.

Step 7: Activate and attach inbound HTTP

Studio already autosaves. Open Settings and click Set to active.

This graph still starts from Start. It does not watch a mailbox. For production tickets, create a flow webhook and POST each email payload from your helpdesk, or keep using Run flow with sample text.

What's Happening

Start (or flow webhook POST)
    ↓
Generate Text classifies
    ↓
Switch routes
    ↓
Slack (named connection)

↓ Auto-reply email sent

Your support team now sees tickets in organized channels, not a chaotic inbox.

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### Next Level: Add More Features

**Count tickets by category:** Use a Database node to log each classification for analytics.

**Escalate urgent issues:** Add an If node to check for keywords like "urgent" or "critical" and notify a manager.

**Learn and improve:** Export classification logs and refine your prompt based on misclassifications.