Intake and Customer Context

The intake layer turns a helpdesk event, email, chat, or webhook into a clean ticket record. The customer context layer adds the facts that make triage useful: who the customer is, what they have, what they recently did, and what support obligations apply.

What It Does

The intake and context function:

Receives new ticket or message events
Normalizes source fields into a consistent ticket object
Deduplicates obvious duplicate messages or ticket updates
Looks up the requester, account, subscription, order, product usage, or workspace context
Checks current incidents, open tickets, prior escalations, and support entitlement
Produces a context bundle for the triage workflow and classifier agent
Records missing context so the system can route safely

Recommended Components

Need	Duckie component
Receive ticket, chat, email, or webhook events	Deployment
Normalize and deduplicate tickets	Workflow
Fetch customer and account context	App tool, custom tool, or MCP tool
Check known incidents and prior tickets	App tools and knowledge sources
Store context for downstream steps	Workflow state and run output
Track missing context	Categories and attributes

Flow

Context to Fetch

Context	Why it matters
Requester identity	Connects the ticket to the correct customer, account, workspace, or organization.
Customer segment	Helps route enterprise, premium, trial, or self-serve customers correctly.
Support entitlement	Determines SLA, support tier, escalation path, and allowed actions.
Product area	Helps classify the issue and route to the right support or specialist queue.
Recent activity	Shows whether the ticket relates to a recent order, payment, login, configuration change, or product event.
Open incidents	Prevents duplicate investigation when a known outage or degradation already explains the ticket.
Prior tickets	Reveals repeated issues, unresolved threads, and customers that may need careful handling.
Language and timezone	Helps route by coverage and draft customer-facing messages later.

Use the least sensitive context that can support the triage decision. Keep high-risk write actions and sensitive data behind explicit scopes and approval gates.

Suggested Context Contract

The exact field names can match your systems. The important part is that downstream agents receive a stable context bundle.

{
  "ticket": {
    "id": "ticket_123",
    "source": "helpdesk",
    "channel": "email",
    "subject": "Cannot access workspace",
    "body_summary": "Customer says login succeeds but workspace is blank",
    "requester_id": "user_123",
    "created_at": "2026-06-09T16:20:00Z"
  },
  "customer": {
    "account_id": "acct_123",
    "segment": "business",
    "support_tier": "priority",
    "language": "en",
    "timezone": "America/Los_Angeles"
  },
  "context": {
    "active_incidents": [],
    "recent_orders": [],
    "recent_product_events": ["workspace permission changed"],
    "open_ticket_count": 1,
    "prior_escalations": []
  },
  "missing_context": []
}

What to Track

Track categories and attributes from the start:

Intake source
Channel
Customer segment
Support tier
Context completeness
Missing context type
Duplicate or update status
Known incident match
Prior-ticket count band

Creating Deployments

Create the entry-point deployment.

App Tools

Use connected tools to read ticketing, CRM, and product context.

Custom Tools

Add internal lookups for account, entitlement, or product data.

Attributes

Track context completeness and customer properties.

Overview

Use Case Blueprints

What It Does

Recommended Components

Flow

Context to Fetch

Suggested Context Contract

What to Track

Creating Deployments

App Tools

Custom Tools

Attributes

​What It Does

​Recommended Components

​Flow

​Context to Fetch

​Suggested Context Contract

​What to Track

​Related Docs

Creating Deployments

App Tools

Custom Tools

Attributes

What It Does

Recommended Components

Flow

Context to Fetch

Suggested Context Contract

What to Track

Related Docs