Sales, Marketing & SupportDone with n8n 2026-10-12
Route customer reply emails to Freshdesk
An n8n workflow catches customer replies to order confirmations and forwards support requests into Freshdesk.
- What They Did
- They built an n8n workflow around a dedicated catch-all Gmail inbox for replies to order-confirmation emails. An AI classifier checked each incoming message to decide whether it was a real support request, and if so the workflow forwarded it into Freshdesk instead of sending every reply to support; the post does not describe any manual review step.
- How It Went
- It solved the problem of support replies landing in a generic info@ inbox without dumping unrelated mail into the support queue. The author says the first version took about 30 minutes to build, but gives no accuracy or volume numbers.
- Worth Knowing
- The main practical catch is that the source stays high level: it names Gmail, an AI classifier, and Freshdesk, but does not share the workflow, prompt, or classification criteria.
Try it yourself with n8n
Build an n8n workflow that watches [inbox] for customer replies to our order confirmation emails. Classify whether each reply is a support request, and if so create a Freshdesk ticket with the customer's email, order number, and message text. Ignore auto-replies and thank-yous, and finish by testing with two sample replies and showing me the resulting tickets.