A webhook-triggered automation that receives data from any source (website, app, or form):

→ Custom webhook URL receives ticket data in real-time → Parses: Name, Email, Priority (urgent/high/medium/low), Issue, Timestamp → Router analyzes priority level and routes accordingly

PRIORITY ROUTING PATHS:

URGENT Priority:

Sends RED ALERT email to manager (🚨 URGENT TICKET)

Sends Slack notification to emergency channel

Creates Airtable record tagged "Urgent"

Sends instant auto-reply to customer: "We'll respond within 1 hour"

HIGH Priority:

Sends ORANGE ALERT email to team lead

Creates Airtable record tagged "High"

Auto-reply: "We'll respond within 4 hours"

MEDIUM/LOW Priority:

Sends standard email to support queue

Creates Airtable record

Auto-reply: "We'll respond within 24 hours"

Every ticket logged to Airtable with full details, timestamps, and status tracking.