Workflow: Zapier + Claude for triaging support tickets
Enterprise support team needs a Zapier flow that sends new tickets to Claude for classification and priority scoring before assigning to agents.
Best tools for this use case
Based on the workflow in this discussion, these tools are useful starting points to review.
Zapier
Best general-purpose automation layer for connecting tools and processes quickly.
Make
Powerful automation builder for advanced visual flow design and multi-step operations.
n8n
Technical automation platform with strong flexibility, control and AI workflow potential.
Answers
Approved replies, operator insight, and tactical follow-up from the community.
Zapier flow suggestion:
- Trigger: new ticket from your helpdesk.
- Action: Webhooks by Zapier POST ticket text to Claude with a prompt that returns JSON {category, priority_score, confidence}.
- Parse JSON with Formatter, then Filter: if priority_score ≥ 0.8 and confidence ≥ 0.7 → Update ticket and assign to on-call; else tag “triage” and assign to human queue.
- Add retry/error handling and monitor API rate limits.
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