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Workflows in the Support domain are repeatable, governed sequences of capabilities. They connect human decisions with automated execution across source systems.

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Triage Workflow

Trigger: New ticket created in Zendesk, Intercom, or Freshdesk. Steps:
  1. Discovery maps the ticket to the unified model.
  2. Triage agent classifies type, priority, and product area.
  3. Twin proposes assignment based on load and skill.
  4. Human reviews and confirms, or overrides.
  5. Status and assignment are written back to the source system.
Receipt: A triage receipt is generated linking the classification, assignee, and timestamp.

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Incident Response Workflow

Trigger: Incident declared by a user or detected from multiple correlated tickets. Steps:
  1. Incident Response agent creates the incident entity and links affected tickets.
  2. PagerDuty is contacted to page the on-call responder.
  3. Status timeline is tracked and visible in the Incident Room.
  4. Engineering is engaged via escalation workflow if needed.
  5. Resolution is logged and linked tickets are updated.
Receipt: An incident receipt includes linked tickets, timeline, and resolver identity.

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Escalation to Engineering

Trigger: SLA risk, severity increase, or Twin suggestion. Steps:
  1. Escalation agent evaluates policy and source tool rules.
  2. A Jira or Linear issue is created with full context and reproduction steps.
  3. Linked references are added to the original ticket.
  4. Status is tracked in both systems until resolved.

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Knowledge Publication

Trigger: A recurring issue is resolved or Twin identifies a gap. Steps:
  1. Knowledge agent drafts an article from the resolution.
  2. A support manager reviews and edits the draft.
  3. On approval, the article is published to Zendesk or Intercom.