Support Triage Automation — Make.com

Overview

ClarityHub is the fictional SaaS company I use as an anchor for customer support work. This scenario handles its support triage end to end in Make.com: watching the inbox, logging every inquiry, judging urgency, and routing accordingly — without a human touching the first step.

Approach

1. 01

   Set the scenario to watch the support inbox continuously for new incoming emails.

2. 02

   Logged every inquiry as a new row in a tracking spreadsheet, so nothing gets missed or double-handled.

3. 03

   Built a router to check urgency and split the workflow depending on what came in.

4. 04

   Automated contact creation and updates in HubSpot for every inquiry, keeping records current without manual entry.

5. 05

   Created a HubSpot support ticket automatically for the inquiry.

6. 06

   For urgent issues specifically, created an escalation task directly in Asana so it landed in front of the right person immediately.

7. 07

   Sent a priority alert email as a final safety net, so nothing urgent slipped through.

Outcome