# Make + Jodoo Support Ticket Triage Handbook

## Use Case

Use Make to receive support ticket payloads through a Custom webhook, send structured triage fields through an HTTP module, and write the result into Jodoo so support teams can review priority, SLA target, owner, and follow-up from one record.

## Workflow

1. A support request enters Make through a Custom webhook.
2. Make sends the ticket payload and triage fields through an HTTP request.
3. The workflow returns category, affected asset, priority, SLA target, owner, status, response draft, and follow-up note.
4. Jodoo stores the support ticket record with escalation context and original workflow output.
5. Support teams filter critical tickets, review SLA risk, and route ownership from Jodoo.

## Jodoo Record Model

- Ticket number
- Requester name
- Requester email
- Requester department
- Issue category
- Affected asset
- Priority
- SLA target date
- Ticket status
- Assigned owner
- Issue description
- Resolution notes
- Follow-up notes
- Attachments
- Date submitted
- Original workflow output

## Make Setup Notes

- Use a Custom webhook as the trigger.
- Use an HTTP module for the Jodoo writeback call.
- Keep the request body as JSON.
- Keep priority, SLA, status, and owner values predictable.
- Test with synthetic tickets before using production traffic.

## Rollout Checklist

- Define support categories, SLA targets, and escalation owners.
- Decide which ticket sources should trigger the Make webhook.
- Map every Make output field to a Jodoo ticket field.
- Test the Run once path and confirm a Jodoo data ID or visible record.
- Add review queues for missing details or high-risk tickets.
- Add retry alerts before sending production support volume.