# AI Support Ticket Triage with n8n + Jodoo

## Solution handbook

Use this handbook to plan a support triage workflow where n8n receives an incoming ticket, classifies urgency, and writes the result into Jodoo for escalation tracking.

## Best fit

- Support operations teams that need visible ticket routing logic.
- IT and customer success teams that want SLA fields stored outside an automation log.
- Automation builders who prefer an explicit Webhook -> Agent Decision -> HTTP Request workflow.

## Problem

Critical tickets often need category, priority, SLA target, status, and owner fields before the support queue can act. Manual triage slows the first response and makes escalation context harder to track. n8n can coordinate the decision, while Jodoo keeps the support record.

## Verified test run

- Platform: n8n Cloud
- Workflow: Webhook -> Agent Decision -> HTTP Request
- Test requester: Emma Carter
- Jodoo data ID: 6a2006db953796b6817ab6aa
- Result: the n8n workflow wrote a Critical, Escalated support ticket into Jodoo.

The demo uses an auditable decision node so the workflow can run without external model credentials. In production, teams can replace that node with an n8n AI Agent after connecting their preferred model.

## Jodoo starter app

- App name: Support Ticket Triage
- Form name: Help Desk Ticket
- Public preview: available from the scenario page CTA
- App ID: 6a1fd1b46c9c72ae99ae5ed9
- Form ID: 6a1dbd996c9c72ae993bfb8e

## Workflow

1. A ticket arrives at an n8n Webhook node.
2. The Agent Decision node classifies category, priority, SLA target, status, and owner.
3. The HTTP Request node sends those fields to a Jodoo writeback endpoint.
4. Jodoo stores the ticket for SLA views, owner queues, escalation reports, and follow-up.
5. Support teams act from Jodoo instead of searching automation logs.

## Jodoo record fields

- 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
- Original agent output

## Rollout checklist

- Confirm which support sources can send tickets into the n8n webhook.
- Define the priority rubric with support and customer success leads.
- Decide whether the production decision node will use code logic or an n8n AI Agent.
- Keep output fields predictable before sending data to Jodoo.
- Store Jodoo credentials in n8n credentials or a secure middleware layer.
- Test with synthetic tickets before using real customer data.
- Add retry handling, error queues, and SLA review views before production use.

## Success metrics

- Faster first response for critical issues.
- More consistent priority and category assignment.
- Clearer SLA ownership.
- Better visibility from n8n automation into Jodoo support records.