Operational Flow
Reporting and Improvement Loop
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
- 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
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 |
Related Docs
Deployments
Learn how deployments connect triggers to agents and workflows.
Scheduled Deployments
Run reporting and feedback loops on a schedule.
Categories
Track intent, topic, and route categories.
Attributes
Track priority, confidence, SLA risk, and customer segment.