# AI Support Ticket Triage with Zapier Agents + Jodoo

## Solution handbook

Use this handbook to plan a support triage workflow where Zapier Agents classifies an incoming ticket and Jodoo keeps the support record, owner, priority, SLA target, and follow-up notes.

## Best fit

- Support operations teams receiving tickets from forms, inboxes, chat tools, or customer portals.
- Customer success teams that need faster escalation for high-impact customer issues.
- Small teams that want AI-assisted routing while keeping support work visible in Jodoo.

## Problem

Support requests often arrive with uneven detail. Someone has to read the issue, identify the category, decide priority, choose an owner, set an SLA target, and write the first follow-up note. When that step is manual, urgent tickets can wait behind routine requests.

## Jodoo starter app

- 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

Use the blueprint below to recreate or adapt the Jodoo side of the workflow. The starter app is not packaged as a one-click clone template.

## Workflow

1. A support request enters from a form, inbox, chat transcript, customer portal, or Jodoo form.
2. Zapier passes the ticket details into a focused support triage agent.
3. The agent classifies the issue category, priority, SLA target, escalation status, owner, and next action.
4. The agent returns structured fields instead of a loose chat answer.
5. Jodoo creates or updates the support ticket record with the triage result.
6. Critical tickets move into an escalation view while routine tickets remain trackable.

## 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
- Attachments
- Date submitted
- Original agent output

## Agent output schema

```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"
}
```

## Rollout checklist

- Define category, priority, SLA, and escalation rules with the support team.
- Decide which ticket sources can safely enter the agent workflow.
- Preview the Jodoo starter app and adapt the fields to your support process.
- Test with synthetic tickets before sending real customer data.
- Add review queues for low-confidence classifications and sensitive requests.
- Configure production owner routing, SLA alerts, and escalation dashboards.
- Track time to first response, critical ticket handling, and stale escalations.

## Success metrics

- Faster first response for critical support tickets.
- More consistent priority and category assignment.
- Fewer tickets waiting without an owner.
- Clearer escalation history in one Jodoo record.
- Better visibility into SLA risk and follow-up work.