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Launchpad helps you turn existing support history into a starter Duckie setup. It can read tickets from connected support platforms, build an organization overview, and draft guidelines, knowledge items, and runbooks. Generated guidelines, knowledge, and runbooks stay in draft until you review them. Agents do not use Launchpad-generated drafts until you approve them.

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When to use Launchpad

Use Launchpad when you want to:
  • Set up a new workspace from real customer conversations
  • Build starter knowledge, guidelines, and runbooks without writing everything manually
  • Generate more guidelines, knowledge, or runbooks later from recent tickets

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Prerequisites

Launchpad needs at least one connected ticketing platform. Supported ticketing sources are:
SourceLaunchpad filters
ZendeskTicket status, optional private notes
FreshdeskTicket status, optional private notes
IntercomConversation state, optional internal notes
PylonStatus
PlainThread status, optional notes
HubSpotTime window only
Connect sources from Settings → Connections before starting Launchpad.

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Start training

1

Open Launchpad

Open Launchpad from the sidebar when it appears during onboarding.
2

Choose ticket sources

Connect or select the ticketing platforms Duckie should learn from.
3

Configure tickets

Choose which tickets or conversations to include. Available filters depend on the source.
4

Adjust advanced settings

Use Advanced settings to choose the time window and maximum number of tickets. The time window can be 1-12 months, and the ticket limit can be 100-5,000 tickets.
5

Start training

Click Start training. Duckie syncs tickets, builds core knowledge, then generates draft guidelines, knowledge, and runbooks.
While training is running, Launchpad shows live progress for ticket syncing and generated items. You can cancel training or skip for now.

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What Launchpad creates

Launchpad can create:
OutputWhat it is for
Organization overviewCore context about your company, product, customers, and common support patterns
GuidelinesCommunication and behavior rules for agents
Knowledge itemsFactual information extracted from support conversations
RunbooksMulti-step procedures for common support scenarios
The complete screen shows how many draft guidelines, knowledge items, and runbooks were generated.

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Review generated content

After training finishes, click Review what it learned. The review page groups generated drafts into Guidelines, Knowledge Items, and Runbooks. You can:
  • Preview an individual item before deciding
  • Approve an item to publish it
  • Delete an item to reject it
  • Approve or reject all items in a content type
  • Approve or reject everything in the review
Approving publishes the draft and makes it available in Duckie. Rejecting removes the generated draft. When all items have been reviewed, the review is marked complete.
Do not approve generated content without reviewing it. Launchpad drafts are based on historical conversations, so they may reflect outdated policies, support mistakes, or customer-specific context.

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Generate more content later

After setup, you can generate additional content from the Knowledge, Guidelines, and Runbooks pages. Click Generate, choose ticketing sources, configure filters, and start the job. Duckie reuses the same Launchpad review flow for generated content. New items remain drafts until you approve them.

Knowledge Base

Learn how agents search and use knowledge.

Guidelines

Shape agent tone and behavior.

Runbooks

Define procedures for common support scenarios.

Connections

Connect ticketing and messaging platforms.