# Pipedream + Jodoo Support Ticket Triage Handbook

## Use Case

Use Pipedream to receive support tickets, classify urgency, and write support triage fields into Jodoo so the team can track priority, SLA, status, owner, and follow-up.

## Workflow

1. A ticket enters Pipedream through an HTTP webhook.
2. A code step classifies the ticket and returns structured triage fields.
3. The workflow sends those fields to a Jodoo writeback endpoint.
4. Jodoo stores the support ticket record with category, priority, SLA target, status, owner, and follow-up notes.
5. Support teams review critical tickets in Jodoo queues and dashboards.

## 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 agent output

## Rollout Checklist

- Define issue categories, priority rules, SLA targets, and escalation owners.
- Decide which ticket sources can trigger the Pipedream webhook.
- Map every output field to a Jodoo support ticket field.
- Test with synthetic tickets before sending customer data.
- Create review queues for sensitive or low-confidence tickets.
- Add owner notifications and SLA alerts after the workflow is stable.