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This blueprint shows how to design a Duckie system that converts messy customer bug reports into reproducible engineering tickets, keeps engineering and support in sync, and routes engineering questions or fixes back to the original customer conversation. The recommended design uses a deterministic workflow backbone for state, handoffs, and sync logic. Autonomous agents handle messy report interpretation, repro drafting, customer follow-up, and engineering summaries.

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Start With the MVP

You do not need to launch the full two-way system at once. Start with a narrow loop that gathers context, checks repro completeness, creates or updates an engineering issue, and stores the record map between the support ticket, Duckie run, and Linear or Jira issue. Then add Slack collaboration, customer answer sync, resolution follow-up, reporting, and feedback after the first loop is trusted.
Use the MVP as the starting point if you are building this blueprint for the first time.

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What This System Does

The system helps a support team:
  • Receive bug reports from support tickets, chat, email, or a custom webhook
  • Gather customer context, environment details, logs, screenshots, and reproduction steps
  • Ask the customer follow-up questions when the report is incomplete
  • Draft a concise engineering-ready bug report
  • Create or update a Linear or Jira issue
  • Post engineering triage summaries and questions to Slack
  • Route engineering questions back to the original support ticket
  • Send the customer’s answer back to the engineering issue or Slack thread
  • Detect when the engineering ticket is resolved
  • Draft and send a customer follow-up through the original conversation
  • Report on bug intake volume, blocked issues, and feedback loops
This blueprint is two-way by design. Duckie should not just create engineering tickets. It should preserve a bridge between the customer conversation, the engineering issue, and the internal Slack thread until the loop is closed.

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Design at a Glance

FunctionDuckie componentWhy
Bug intakeTicketing, chat, email, or webhook deploymentCustomer reports can start from multiple support channels.
Repro gatheringDeterministic repro-gathering workflowThe system needs a repeatable checklist before engineering handoff.
Report interpretationAutonomous bug intake agent called by workflowCustomer descriptions are often vague, emotional, or missing technical detail.
Customer follow-upSupport ticket agent or workflow-called communication agentMissing details should be requested in the original customer conversation.
Engineering issue creationLinear or Jira issue workflowIssue creation needs consistent fields, labels, links, and ownership.
Engineering collaborationInternal Slack engineering agentEngineers need a lightweight way to ask questions and review summaries.
Resolution follow-upIssue update deployment and customer follow-up workflowResolved engineering work should route back to the originating ticket.
Daily reportingScheduler deployment running a Duckie Assistant reporting agentStakeholders need visibility into bug intake volume and blocked issues.
Feedback loopDuckie Assistant feedback agent and analyticsCorrections should improve repro checklists, issue templates, and routing rules.

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Blueprint Pages

MVP

Start with the smallest useful bug intake loop before adding two-way sync.

System Map

See the two-way support-to-engineering architecture.

Intake and Repro Gathering

Collect context, logs, steps, screenshots, and expected behavior.

Engineering Issue Workflow

Create and update Linear or Jira issues from customer reports.

Engineering Collaboration

Route engineering questions through Slack and back to support.

Customer Follow-Up Loop

Continue the original customer conversation when engineers ask questions or complete fixes.

Reporting and Feedback

Report on bug intake health and improve the workflow over time.

Rollout Plan

Move from narrow bug intake to live two-way support and engineering sync.
  1. Start with the MVP to understand the smallest useful version.
  2. Read the system map to see how the MVP expands into the full two-way architecture.
  3. Read intake and repro gathering to understand the customer-side entry point.
  4. Read the engineering issue workflow to see how tickets are created and synced.
  5. Read engineering collaboration and customer follow-up loop together when you are ready for the two-way bridge.
  6. Add reporting and feedback before live deployment.
  7. Follow the rollout plan to expand safely.

Designing Agent Systems

Learn the general workflow-plus-agent design pattern.

Linear

Connect Duckie to Linear issues.

Jira

Connect Duckie to Jira issues.

Slack

Connect internal engineering channels.