# Make Support Ticket Triage Workflow Recipe

## Trigger

Create a Make scenario with a Webhooks > Custom webhook module. Send support data such as requester, department, issue category, affected asset, and issue description.

## HTTP Writeback Step

Add an HTTP module that sends a JSON request to the approved Jodoo writeback endpoint. The test run used synthetic support data and wrote an escalated SSO login ticket for Maya Thompson.

```json
{
  "issue_category": "Access & Permissions",
  "priority": "Critical",
  "sla_target": "2026-06-04 09:00",
  "assigned_owner": "Support Escalation / Identity team",
  "ticket_status": "Escalated"
}
```

## Required Output Fields

- `ticket_summary`
- `issue_category`
- `priority`
- `sla_target`
- `assigned_owner`
- `ticket_status`
- `response_draft`
- `follow_up_note`
- `routing_reason`

## Jodoo Writeback

Send the structured output to an approved Jodoo writeback endpoint or middleware layer. The test run completed in Make History and created a visible support ticket record in Jodoo.

## Production Notes

- Keep category, priority, SLA, owner, and status values predictable.
- Verify the HTTP module URL before each live test when using a temporary tunnel.
- Use a persistent endpoint before production traffic.
- Add retries and escalation alerts for failed HTTP responses.
- Store the original workflow output for auditability.
- Use secrets or a secure middleware layer for Jodoo credentials.