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
- 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
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 |
Related Docs
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.