System Map

This system keeps three records connected: the original customer ticket, the engineering issue, and the internal engineering discussion. Workflows own state and synchronization. Agents handle interpretation, communication, and summaries.

Two-Way Operational Flow

Reporting and Improvement Loop

Component Responsibilities

Component	Responsibility
Support ticket deployment	Starts the system from a customer support ticket, chat, email, or webhook.
Bug intake workflow	Normalizes the report, links records, and owns intake state.
Customer and product context workflow	Fetches account, environment, plan, product usage, incident, and version context.
Repro gathering workflow	Checks for steps, expected behavior, actual behavior, logs, screenshots, environment, and impact.
Bug intake agent	Interprets the messy customer report and drafts an engineering-ready summary.
Engineering issue workflow	Creates or updates Linear or Jira issues with consistent fields and links.
Engineering Slack agent	Posts summaries and questions to an internal engineering channel and returns structured decisions.
Question routing workflow	Sends engineering questions back to the original customer conversation.
Answer sync workflow	Sends customer answers back to the Linear or Jira issue and Slack thread.
Resolution workflow	Detects issue completion and routes the final customer update through support.
Duckie Assistant reporting agent	Posts scheduled summaries about bug intake volume, blockers, and resolutions.
Duckie Assistant feedback agent	Reviews runs and corrections to improve Duckie configuration.

Deterministic vs Autonomous

Use deterministic workflows for:

Record linking between support ticket, issue, and Slack thread
Required repro checklist checks
Duplicate detection rules
Allowed issue field values
Linear or Jira issue creation and update
Customer question routing
Customer answer sync
Issue status handling
Final customer follow-up gating

Use autonomous agents for:

Interpreting unclear customer reports
Summarizing technical context
Drafting reproduction steps
Drafting engineering issue descriptions
Translating engineering questions into customer-friendly language
Drafting resolution messages
Summarizing blocked issues and trends

The critical design choice is the record map. Store the support ticket ID, engineering issue ID, Slack thread link, customer follow-up status, and current owner in workflow state so every update can route back to the right place.

Deployment Inventory

Deployment	Trigger	Target	Mode to start
Bug intake	Ticket created, message received, email received, or custom webhook	Bug intake workflow	Testing
Engineering issue sync	Linear or Jira issue created, updated, completed, or commented	Resolution or answer sync workflow	Testing
Engineering Slack collaboration	Internal Slack channel or workflow escalation request	Engineering Slack agent	Testing
Daily bug intake report	Scheduler, such as weekdays at 9 AM	Duckie Assistant reporting agent	Testing
Bug intake feedback review	Scheduler or manual internal request	Duckie Assistant feedback agent	Testing

Custom Webhooks

Trigger Duckie from issue tracker or internal events.

Linear

Connect Duckie to Linear.

Jira

Connect Duckie to Jira.

Runs

Inspect linked support, engineering, and Slack activity.

Overview

Use Case Blueprints

Two-Way Operational Flow

Reporting and Improvement Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Custom Webhooks

Linear

Jira

Runs

​Two-Way Operational Flow

​Reporting and Improvement Loop

​Component Responsibilities

​Deterministic vs Autonomous

​Deployment Inventory

​Related Docs

Custom Webhooks

Linear

Jira

Runs

Two-Way Operational Flow

Reporting and Improvement Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Related Docs