ingestlayer/recipes

Route support escalations in Discord

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.

01source

sourcesdk.eventTypeScript SDK
matchsupport.ticket.created

02pipeline · 3 steps

  • 01ENRclassifyurgency: low | high | critical
  • 02CTLfilter.matchurgency = critical only
  • 03MUTredact.piistrip PII from body before posting

03destinations · 1

  • todiscordDiscord
    channel#ops

the event

You emit support.ticket.created with this shape. The TypeScript SDK keeps the call type-safe, and the event is stored whole — so every field below is available to the pipeline by name.

  • ticket_idstring
  • subjectstring
  • bodystringfree text
  • customer_tierstringfree | pro | enterprise
  • channelstringemail | chat | form

emit it

From your code with the TypeScript SDK — or any language over the REST endpoint and signed webhook ingress.

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,
});

route it to Discord

Send rich embeds to a channel via a connected bot or a channel webhook.

  1. 01

    connect the bot

    Add the ingestlayer bot to your server, or paste a channel webhook URL. Either credential is held in-region.

  2. 02

    choose the channel

    Select the target channel from the picker. Each connected channel is one reusable destination row.

  3. 03

    shape the embed

    The default embed carries the event name as its title and the payload as name/value fields; override with $event.* references.

in discorddelivered
┌─ #ops ─────────────────────────────────┐
│ ▎ payment.failed                        │
│ ▎ customer   acme-inc                   │
│ ▎ amount     €240.00                    │
│ ▎ reason     insufficient_funds         │
│ ▎ attempt    2                          │
└─────────────────────────────────────────┘

notes

questions

What model does the classify step use?
Yours. You bring the model, prompt, and label schema; ingestlayer runs it in flight and returns a typed label the pipeline branches on.
Does every ticket hit the model?
Only if you want it to. classify is per-event and cached by payload hash, so identical tickets reuse one call.
Can the same ticket go to two places?
Yes — fan out to several destinations with different when conditions, e.g. critical to chat and everything to Postgres.
build this pipelineor read the quickstart →

support escalations, routed elsewhere

more, into Discord