ingestlayer/recipes

Route support escalations in Slack

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

  • toslackSlack
    channel#alerts

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 Slack

Post to any channel in your workspace. Connect once with OAuth, pick the channel per pipeline.

  1. 01

    connect your workspace

    Authorize the ingestlayer Slack app over OAuth from the destinations page. We hold only a channel-scoped bot token, in-region, in the same KMS as your other credentials.

  2. 02

    pick a channel

    Choose any public channel, or invite the bot to a private one. The channel is set per pipeline, so different events can land in different places.

  3. 03

    map the message

    Reference event fields with $event.* in the message template. The default renders a titled block with the event name and its key fields.

in slackdelivered
┌─ #alerts ──────────────────────────────┐
│  ingestlayer  APP                       │
│  user.signed_up                         │
│  email   ada@acme.com                   │
│  plan    pro                            │
│  source  marketing-site                 │
└─────────────────────────────────────────┘

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 Slack