A support ticket router that knows when it is not sure.

SourcePOST /tickets

Expanso nodeone pipeline, 5 steps, deterministic

1. Receive
2. Shape
3. Ask Jev
4. Gate
5. Route

Jev judgment

• department
• intent
• frustration
• urgent

• page
• priority
• triage
• route

1. Expanso, deterministic

   Same fixed rules every time, no model involved.

2. Jev, judgment

   The one step a rule cannot write.

3. Receivelines 11 to 16

   An HTTP server input accepts tickets on POST /tickets.

4. Shapelines 17 to 26

   Parses the POST body if it arrived as a string, then stamps received_at. It applies the same fixed rules every time, with no model involved; the timestamp is the one value that differs.

5. record + questionsanswers + confidence
6. Ask Jevlines 27 to 94

   Expanso packs the whole record and the typed questions into one request. Jev answers. If the call fails, a catch substitutes empty answers marked jev-unavailable, and the pipeline keeps going.

   • departmentchoice
   • intentchoice
   • frustrationscore
   • urgentnoul
7. Gatelines 95 to 113

   Fixed thresholds over Jev’s answers choose page, priority, triage, or a department queue.

8. Routelines 114 to 142

   A switch output writes to a file per decision, and per department for routed tickets.

name: jev-ticket-router
type: pipeline
description: Support ticket router with Jev — every ticket gets department, intent, frustration score and urgency judged inline. Confidently urgent tickets page on-call; uncertain ones queue for humans.
namespace: production
labels:
  category: integrations
  pattern: ai-decision
  model: jev

config:
  input:
    http_server:
      address: "0.0.0.0:8080"
      path: /tickets
      allowed_verbs: ["POST"]

  pipeline:
    processors:
      - mapping: |
          # http_server already parses JSON bodies; only parse raw strings
          root = if this.type() == "string" { this.parse_json() } else { this }

      - mapping: |
          root = this
          root.received_at = now()

      # ── Ask Jev ──
      - mutation: |
          meta jev_start = timestamp_unix_milli()

      - branch:
          request_map: |
            root = {
              "state": this.string(),
              "model": "jev-latest",
              "questions": {
                "department": {
                  "type": "choice",
                  "instructions": "Which department should handle this ticket?",
                  "criteria": {
                    "billing": "Charges, invoices, refunds, subscription changes",
                    "technical": "Bugs, errors, how-to questions, integrations",
                    "sales": "Pricing questions, upgrades, new business",
                    "other": "Does not fit any department above"
                  }
                },
                "intent": {
                  "type": "choice",
                  "instructions": "What is the customer trying to do?",
                  "criteria": {
                    "bug": "Reporting something broken",
                    "how_to": "Asking how to accomplish something",
                    "billing_dispute": "Disputing a charge or invoice",
                    "feature_request": "Asking for new functionality",
                    "account_deletion": "Wants their account or data deleted",
                    "other": "None of the above"
                  }
                },
                "frustration": {
                  "type": "score",
                  "instructions": "How frustrated does the customer sound?",
                  "criteria": [
                    "Calm, just stating facts",
                    "Mildly annoyed",
                    "Frustrated but civil",
                    "Very angry, strong language",
                    "Furious, threatening to leave"
                  ]
                },
                "urgent": {
                  "type": "noul",
                  "instructions": "Does this message convey urgency or time-sensitivity?"
                }
              }
            }
          processors:
            - http:
                url: "${JEV_API_URL:https://api.typesafe.ai/v1/systemone}"
                verb: POST
                headers:
                  Content-Type: application/json
                  Authorization: "Bearer ${TYPESAFE_API_KEY}"
                timeout: 2s
                retries: 1
            - catch:
              - mapping: |
                  root = {"answers": {}, "model": "jev-unavailable"}
          result_map: |
            root.jev = {
              "answers": this.answers,
              "model": this.model.or("jev-latest"),
              "ms": timestamp_unix_milli() - metadata("jev_start")
            }

      # ── Confidence-gated cascade ──
      - mapping: |
          root = this
          let dept = this.jev.answers.department.choice.or("other")
          let dept_conf = this.jev.answers.department.confidence.or(0)
          let frustration = this.jev.answers.frustration.score.or(0)
          let urgent = this.jev.answers.urgent.noul.or(0)

          root.jev_decision = if $urgent >= 0.9 {
            "page"
          } else if $frustration >= 2.5 {
            "priority"
          } else if $dept_conf < 0.5 {
            "triage"
          } else {
            "route"
          }
          root.assigned_department = $dept

  output:
    broker:
      pattern: fan_out
      outputs:
        - stdout:
            codec: lines
        - switch:
            cases:
              # Production: swap for http_client -> on-call paging webhook
              - check: this.jev_decision == "page"
                output:
                  file:
                    path: ./data/jev-ticket-router/page-${! now().ts_format("2006-01-02") }.jsonl
                    codec: lines
              - check: this.jev_decision == "priority"
                output:
                  file:
                    path: ./data/jev-ticket-router/priority-${! now().ts_format("2006-01-02") }.jsonl
                    codec: lines
              - check: this.jev_decision == "triage"
                output:
                  file:
                    path: ./data/jev-ticket-router/triage-${! now().ts_format("2006-01-02") }.jsonl
                    codec: lines
              - check: "true"
                output:
                  file:
                    path: ./data/jev-ticket-router/routed-${! this.assigned_department }-${! now().ts_format("2006-01-02") }.jsonl
                    codec: lines

142 lines. Copy and Download both give you the file byte for byte.