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Ticket triage should improve as the support team corrects tags, reroutes tickets, and changes the taxonomy. Use Duckie Assistant agents for the reporting and feedback loops because they can inspect Duckie runs, summarize behavior, and propose improvements to Duckie configuration.

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What It Does

The reporting and feedback function:
  • Posts a daily triage summary to a stakeholder channel
  • Tracks ticket volume, intent mix, route distribution, SLA risk, and automation health
  • Surfaces low-confidence classifications, reroutes, and tool failures
  • Reviews human tag and routing corrections
  • Proposes improvements to categories, attributes, workflows, guidelines, tools, and classifier instructions
  • Measures whether updates improve future runs
NeedDuckie component
Recurring reportScheduler deployment
Reporting logicDuckie Assistant reporting agent
Inspect Duckie runsDuckie Assistant MCP or Runs API
DestinationSlack app tools
Feedback reviewDuckie Assistant feedback agent
Track changesIssue tracker or support operations queue

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Reporting Flow

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Feedback Flow

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Report Contents

Include:
  • New ticket volume by channel
  • Intent and product-area breakdown
  • Route and queue distribution
  • Tickets at SLA risk
  • Priority customer or high-risk tickets
  • Classification confidence distribution
  • Low-confidence escalations sent and resolved
  • Missing context patterns
  • Helpdesk writeback failures
  • Reroutes after Duckie assignment
  • Top recommended improvements

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Example Digest Shape

Daily ticket triage summary

Window: Previous business day

Volume:
- New tickets triaged: 412
- Routed automatically: 318
- Sent to triage review: 41
- Missing context: 28

Intent mix:
- Access issues: 24%
- Billing questions: 18%
- How-to questions: 17%
- Bug reports: 11%

Risk:
- 9 priority customers with high urgency
- 6 tickets at SLA risk
- 3 known-incident matches need customer updates

Automation health:
- 92% high-confidence classification
- 14 tickets rerouted by humans after assignment
- 5 helpdesk writeback retries

Follow-ups:
- Split "account issue" into access, permission, and profile-update tags
- Add product event lookup for integration setup tickets

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Improvement Actions

Common improvements include:
  • Rename or merge confusing tags
  • Add a new category for a repeated customer intent
  • Change the classifier confidence threshold
  • Add a routing rule for a customer segment or product area
  • Add a missing context lookup tool
  • Update the handoff note format
  • Add a guardrail for sensitive tickets
  • Update the daily report to show a metric the team actually uses
Use reporting to decide what to improve, then use replay testing to verify that the improvement helps before switching live routing behavior.

Scheduled Deployments

Run the daily report on a schedule.

Duckie Assistant Agents

Build reporting and feedback agents for Duckie system improvement.

Analytics

Monitor performance and trends.

Replay Testing

Test triage changes against historical tickets.