> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> A blueprint for support ticket triage with Duckie

This blueprint shows how to design a Duckie system for customer support ticket triage. It receives new tickets, adds customer context, classifies intent, applies tags and attributes, routes the work, and reports on triage health.

The recommended design uses deterministic workflows for the repeatable parts of triage and autonomous agents for the messy interpretation work.

## Start With the MVP

You do not need to launch the full triage system at once. Start with an autonomous loop that gathers context, classifies intent, applies allowed tags or attributes, routes high-confidence tickets, and sends only required exceptions to an internal handoff channel.

Then add broader escalation, reporting, feedback, and specialist handoff automation after the first loop is trusted.

<Tip>
  Use the [MVP](/examples/ticket-triage/mvp) as the starting point if you are building this blueprint for the first time.
</Tip>

## What This System Does

The system helps a support team:

* Receive new tickets from a helpdesk, inbox, chat tool, or custom webhook
* Normalize the ticket into a consistent record
* Add customer context from CRM, subscription, order, product, or internal systems
* Detect customer intent, product area, urgency, sentiment, and missing information
* Apply tags, categories, and attributes for reporting and routing
* Route tickets to the right queue, owner, workflow, or specialist team
* Escalate low-confidence or high-risk tickets to an internal channel
* Post daily triage reporting to support stakeholders
* Use corrections and run data to improve tags, routing rules, and agent behavior

<Info>
  Ticket triage is a good first Duckie blueprint because it can start in shadow mode. Duckie can classify and recommend routing before it writes tags or changes ownership in the helpdesk.
</Info>

## Design at a Glance

| Function               | Duckie component                                                | Why                                                                                                      |
| ---------------------- | --------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- |
| Ticket intake          | Helpdesk, inbox, chat, or webhook deployment                    | The system needs a clear entry point for new and updated tickets.                                        |
| Customer context       | Context enrichment workflow                                     | Customer lookups should run in a repeatable order with clear fallbacks.                                  |
| Intent and tagging     | Autonomous triage classifier agent called by workflow           | Customer language is messy and needs interpretation.                                                     |
| Priority and routing   | Deterministic routing workflow                                  | SLA, queue, owner, and priority rules should be auditable and consistent.                                |
| Escalation and handoff | Internal Slack escalation agent                                 | Low-confidence or high-risk tickets need a required exception path without leaving the operational loop. |
| Daily reporting        | Scheduler deployment running a Duckie Assistant reporting agent | Support leaders need recurring visibility into volume, risk, and automation health.                      |
| Feedback loop          | Duckie Assistant feedback agent and analytics                   | Corrections should improve tags, workflows, guidelines, and tools.                                       |

## Blueprint Pages

<CardGroup cols={2}>
  <Card title="MVP" icon="list-check" href="/examples/ticket-triage/mvp">
    Start with autonomous routing for known ticket paths before adding broader loops.
  </Card>

  <Card title="System Map" icon="diagram-project" href="/examples/ticket-triage/system-map">
    See the full ticket triage architecture across channels, workflows, agents, and reports.
  </Card>

  <Card title="Intake and Customer Context" icon="inbox" href="/examples/ticket-triage/intake-and-customer-context">
    Normalize tickets and attach the context agents need to classify accurately.
  </Card>

  <Card title="Intent, Tagging, and Routing" icon="tags" href="/examples/ticket-triage/intent-tagging-and-routing">
    Classify intent, apply tags, calculate priority, and route tickets.
  </Card>

  <Card title="Escalation and Handoff" icon="slack" href="/examples/ticket-triage/escalation-and-handoff">
    Route unclear or risky tickets to an internal support channel.
  </Card>

  <Card title="Reporting and Feedback" icon="chart-line" href="/examples/ticket-triage/reporting-and-feedback">
    Post daily triage reports and improve the system from corrections.
  </Card>

  <Card title="Rollout Plan" icon="rocket" href="/examples/ticket-triage/rollout-plan">
    Move from shadow classification to live tagging and routing.
  </Card>
</CardGroup>

## Recommended Reading Order

1. Start with the [MVP](/examples/ticket-triage/mvp) to understand the smallest useful autonomous loop.
2. Read the [system map](/examples/ticket-triage/system-map) to see how the MVP expands into the full architecture.
3. Read [intake and customer context](/examples/ticket-triage/intake-and-customer-context) to understand what data the system needs.
4. Read [intent, tagging, and routing](/examples/ticket-triage/intent-tagging-and-routing) to see how classification turns into action.
5. Use [escalation and handoff](/examples/ticket-triage/escalation-and-handoff) only for required exception paths.
6. Add [reporting and feedback](/examples/ticket-triage/reporting-and-feedback) before live deployment.
7. Follow the [rollout plan](/examples/ticket-triage/rollout-plan) to expand safely.

## Related Docs

<CardGroup cols={2}>
  <Card title="Designing Agent Systems" icon="diagram-project" href="/examples/designing-agent-systems">
    Learn the general workflow-plus-agent design pattern.
  </Card>

  <Card title="Tagging and Classification" icon="tags" href="/tagging/overview">
    Configure categories, attributes, and resolution rules.
  </Card>

  <Card title="Deployments" icon="rocket" href="/deployments/overview">
    Connect Duckie to ticketing, messaging, webhook, and scheduled triggers.
  </Card>

  <Card title="Replay Testing" icon="clock-rotate-left" href="/testing/replay-testing">
    Test historical tickets before live routing.
  </Card>
</CardGroup>