# Pipedream Support Ticket Triage Workflow Recipe

## Trigger

Create a Pipedream workflow with an HTTP / Webhook trigger. Send support data such as requester, department, affected asset, and issue description.

## Decision Step

Use a Node.js code step to normalize the payload and return structured triage fields. The proof workflow used a synthetic SSO issue and returned:

```json
{
  "priority": "Critical",
  "ticket_status": "Escalated",
  "assigned_owner": "Support Escalation / Identity team",
  "issue_category": "Access & Permissions"
}
```

## 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 returned a Jodoo data ID, confirming that the Pipedream workflow created a support ticket record in Jodoo.

## Production Notes

- Keep ticket categories and SLA rules explicit.
- Add retries and alerting for failed writebacks.
- Route sensitive tickets into a human review queue.
- Use secrets or a secure middleware layer for Jodoo credentials.