ingestlayer/recipes

Route support escalations

Classify inbound tickets by urgency in flight and route only the ones that need a human now — so the on-call channel sees escalations, not every ticket.

the event

Emit support.ticket.created once; route it anywhere below.

  • ticket_idstring
  • subjectstring
  • bodystringfree text
  • customer_tierstringfree | pro | enterprise
  • channelstringemail | chat | form
emit support.ticket.created
import { ingest } from "@ingestlayer/sdk";

await ingest("support.ticket.created", {
  ticket_id:     ticket.id,
  subject:       ticket.subject,
  body:          ticket.body,
  customer_tier: ticket.account.tier,
  channel:       ticket.channel,
}, {
  idempotencyKey: ticket.id,
});

send it to