Customer support can feel like a high-stakes game of hot potato. A ticket comes in, gets tossed to a manager, who then tosses it to an engineer, who might need to toss it to another team. With each manual handoff, you introduce delay, the risk of miscommunication, and the chance that a critical customer issue falls through the cracks. What if you could build a system that never drops the ball?
By treating your operational processes as code, you can. Using an API-first approach, you can transform your chaotic manual support flow into a lean, automated, and reliable workflow. Let's walk through how you can use Tasks.do to automate the entire lifecycle of a customer support ticket, from creation to resolution.
Before we build a better system, let's look at the process most teams are stuck with. It probably looks something like this:
This process is slow, inefficient, and prone to human error. It doesn't scale, and it creates a frustrating experience for both your customers and your team.
Now, let's rebuild this process with Tasks.do. Our goal is to make task management a programmable service that integrates directly into our support tooling. Instead of a person acting as the glue, an API call will connect the systems.
Automation begins with a trigger. Nearly every modern support platform (Zendesk, Intercom, Jira) can send a webhook when a new ticket is created. This webhook is a simple HTTP request containing a payload with all the ticket's details. We'll set up a small service to "catch" this webhook.
Once our service receives the webhook, it can instantly use the Tasks.do API to create a new, perfectly formatted task. The manual copy-pasting step is completely eliminated.
Here’s how you could translate a new support ticket into a Tasks.do task using our SDK:
import { tasks } from '@do-sdk/server';
// This function is triggered by a webhook from your support tool
async function handleNewSupportTicket(ticketPayload) {
// Map ticket data to the task fields
const newTask = await tasks.create({
title: `SUPPORT: ${ticketPayload.subject}`,
description: `Original ticket: ${ticketPayload.url}\n\n${ticketPayload.description}`,
priority: 'high', // All new tickets start as high priority
assignee: 'eng-oncall@example.com', // Automatically route to the on-call team
tags: ['support-ticket', 'bug-report', 'triage-needed'],
metadata: {
sourceTicketId: ticketPayload.id, // Store original ID for reference
customerEmail: ticketPayload.customer.email,
}
});
console.log(`Task ${newTask.id} created for ticket ${ticketPayload.id}`);
// Next step: post the new task ID as an internal note on the original ticket
// ...
}
In this single step, we've achieved several things:
What happens if a task sits for too long? Instead of relying on a manager to chase people down, we can build automated follow-ups.
By combining Tasks.do with a scheduling service, you can create a rule: "If this task is not in status 'resolved' within 48 hours, create a new high-priority task assigned to the engineering manager." This is the power of programmable tasks—you can build complex, stateful workflows that enforce your service-level agreements (SLAs) automatically.
Finally, when an engineer marks the Tasks.do task as done, it can trigger another webhook. This final event can be used to:
The entire workflow, from initiation to resolution, happens automatically. The engineer only has to focus on one thing: fixing the problem and closing their assigned task.
By abandoning the manual approach and embracing workflow automation, you gain incredible leverage.
This customer support example is just the beginning. This "business as code" philosophy can be applied to user onboarding, CI/CD pipelines, sales lead follow-ups, and any other process that is critical to your business.
Ready to stop managing tasks and start programming them? Explore the Tasks.do API and turn your most critical workflows into automated, reliable code.