# Zapier Agents + Jodoo Support Ticket Triage Recipe

## Agent prompt

You are a support ticket triage agent for a customer operations team. Review each incoming ticket and return structured fields that Jodoo can store, route, and report on.

Classify the ticket using these signals:

- Impact: How many users, customers, or workflows are affected?
- Urgency: Is there a launch, outage, deadline, or blocked customer action?
- Category: Which support queue should own the issue?
- SLA risk: How quickly does the team need to respond?
- Missing information: What details should support collect before remediation?

Return only structured output using the schema below. Do not return a loose paragraph without these fields.

```json
{
  "ticket_summary": "Short description of the customer issue",
  "issue_category": "Access & Permissions | Billing | Product Bug | Network | Other",
  "priority": "Critical | High | Medium | Low",
  "sla_target": "YYYY-MM-DD HH:mm",
  "assigned_owner": "Support queue or team owner",
  "ticket_status": "New | In Progress | Escalated | Resolved",
  "response_draft": "Short customer-facing reply",
  "follow_up_note": "Internal next step",
  "routing_reason": "Why the ticket was routed this way"
}
```

## Jodoo starter app

Use the starter app created for this workflow as the Jodoo writeback target:

- App name: AI Support Ticket Triage
- Form name: Support Ticket Record
- Public template URL: not packaged as a one-click clone template
- App ID: 6a1fd1b46c9c72ae99ae5ed9
- Form ID: 6a1dbd996c9c72ae993bfb8e

The starter app field model includes requester details, issue category, affected asset, priority, SLA target, status, owner, description, resolution notes, follow-up notes, attachments, and original agent output. Use the blueprint to recreate or adapt the app; it is not a one-click clone template.

## Priority rules

- Critical: customer launch, outage, security risk, blocked enterprise workflow, or broad user impact.
- High: important customer issue with clear business impact but no immediate deadline.
- Medium: routine support issue that needs ownership but can follow normal SLA.
- Low: informational request, minor issue, or incomplete request with limited impact.

## Zapier workflow

1. Trigger: receive a new ticket from a form, inbox, chat tool, portal, or Jodoo form.
2. Formatter step: normalize requester, issue description, affected asset, category hints, and deadline.
3. Zapier Agents step: run the support triage prompt.
4. Parser or mapping step: map each structured agent field to a Jodoo field.
5. Jodoo action or secure webhook: create or update the support ticket record.
6. Filter: if priority is Critical or status is Escalated, continue to escalation routing.
7. Notification: alert the assigned support owner with category, reason, SLA target, and response draft.
8. Review queue: place incomplete or sensitive tickets into a Jodoo review view.

## Jodoo mapping

| Agent output | Jodoo field |
| --- | --- |
| source ticket id | Ticket number |
| requester_name | Requester name |
| requester_email | Requester email |
| requester_department | Requester department |
| issue_category | Issue category |
| affected_asset | Affected asset |
| priority | Priority |
| sla_target | SLA target date |
| ticket_status | Ticket status |
| assigned_owner | Assigned owner |
| ticket_summary and issue detail | Issue description |
| routing_reason and response draft | Resolution notes |
| follow_up_note | Follow-up notes |
| full JSON response | Original agent output |

## Test ticket

Enterprise customer cannot access the portal before tomorrow's launch. Multiple users see an SSO error after login.

Expected result: Access & Permissions category, Critical priority, Escalated status, identity support owner, urgent SLA target, and a clear follow-up note.

## Zapier plan note

The test run used the free Zapier plan with synthetic support data. Production use may require a paid Zapier plan depending on task volume, premium apps, polling speed, and routing complexity.