Process support tickets from email and webforms: catego

This template automates the initial handling of customer support requests from email (via IMAP) and web forms (via HTTP webhook). The system normalizes messages, classifies them by category and priority, sends auto-replies when appropriate, stores tickets in CRM, and notifies the team via Slack. Ideal for SaaS companies and support teams aiming to reduce response time and offload agent workload.

## Who it´s for
- Customer support teams with high request volume
- SaaS companies using Slack for internal communications
- Teams looking to automate primary ticket triage
- Businesses receiving inquiries via email and web forms
- Support operations requiring ticket categorization and prioritization

## What the automation does
- Receives tickets from email (IMAP) and web forms (webhook)
- Normalizes and analyzes message content to determine category (e.g., billing, feature, urgent)
- Assesses priority based on keywords, labels, and domain (e.g., VIP clients)
- Sends auto-replies for eligible cases (e.g., thank-you for feature suggestions)
- Stores all tickets in CRM and notifies team in Slack
- Logs errors and sends alerts to Slack

## What´s included
- Ready-to-use n8n workflow
- Trigger and handler logic using JavaScript and HTTP API
- Integrations with Email (IMAP/SMTP), Webhook, Slack, and CRM (placeholder)
- Basic text guide for setup and adaptation

## Requirements for setup
- Email account with IMAP/SMTP access enabled
- Webhook endpoint (e.g., website form)
- Slack workspace with bot permissions for messaging
- CRM system with API data ingestion capability
- Accessible n8n instance (self-hosted or cloud)

## Benefits and outcomes
- Reduced first response time
- Agents freed from repetitive initial processing
- Consistent ticket categorization and prioritization
- Real-time team notifications for new tickets
- Centralized ticket storage in CRM for analysis
- Minimized risk of lost requests through error logging and alerts

## Important: template only
Important: you are purchasing a ready-made automation workflow template only. Rollout into your infrastructure, connecting specific accounts and services, 1:1 setup help, custom adjustments for non-standard stacks and any consulting support are provided as a separate paid service at an individual rate. To discuss custom work or 1:1 help, contact via в чате.