System Map

Component Responsibilities

Component	Responsibility
Ticket intake deployment	Starts the system from a helpdesk ticket, chat message, email, or webhook.
Normalize ticket workflow	Creates a clean ticket record with requester, channel, subject, body, attachments, and source links.
Customer context enrichment workflow	Fetches account, entitlement, product, order, incident, and prior-ticket context.
Triage workflow	Owns triage state, allowed branches, retries, and handoffs.
Intent and tag classifier agent	Interprets the ticket and returns intent, topic, urgency, sentiment, and confidence.
Routing workflow	Applies deterministic queue, owner, priority, and SLA rules from the classification result.
Slack escalation agent	Sends low-confidence or high-risk tickets to human reviewers and returns structured decisions.
Duckie Assistant reporting agent	Reads runs and operational data to post scheduled triage summaries.
Duckie Assistant feedback agent	Reviews corrections, reroutes, and failures to recommend system improvements.

Deterministic vs Autonomous

Use deterministic workflows for:

Ticket normalization

Required field checks

Customer and account lookups

Allowed tag value enforcement

SLA and priority calculation

Queue and owner assignment

Helpdesk writebacks

Retrying failed tools

Calling reusable subflows

Use autonomous agents for:

Understanding messy customer language

Classifying ambiguous intent

Summarizing customer context

Identifying missing information

Drafting handoff notes

Explaining why a route was chosen

Summarizing reporting trends

Proposing taxonomy and workflow improvements

Keep final routing decisions deterministic. Let the classifier agent recommend intent and tags, then let a workflow apply the support team’s routing rules.

Deployment Inventory

Deployment	Trigger	Target	Mode to start
Ticket triage intake	Ticket created, message received, email received, or custom webhook	Triage workflow	Testing
Slack triage review	Internal Slack channel or workflow escalation request	Escalation agent	Testing
Daily triage report	Scheduler, such as weekdays at 9 AM	Duckie Assistant reporting agent	Testing
Triage feedback review	Scheduler or manual internal request	Duckie Assistant feedback agent	Testing

Overview

Use Case Blueprints

Operational Flow

Reporting and Improvement Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Deployments

Scheduled Deployments

Categories

Attributes

​Operational Flow

​Reporting and Improvement Loop

​Component Responsibilities

​Deterministic vs Autonomous

​Deployment Inventory

​Related Docs

Deployments

Scheduled Deployments

Categories

Attributes

Operational Flow

Reporting and Improvement Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Related Docs