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Agentic Operations
Autonomous Ticket Resolution Engine
An agentic support workflow designed to read tickets, inspect data, plan safe versus destructive actions, request confirmation where needed, and produce auditable resolution records.
THE PROBLEM
Why this exists.
Support teams repeatedly investigate similar tickets, but fully autonomous resolution can create risk when the agent changes or deletes data.
THE APPROACH
How I approached it.
The design separates read-only actions from destructive actions, inserts a confirmation gate for risky operations, and records before/after state and agent decisions.
ARCHITECTURE
The system flow.
Ticket
Intent analysis
Query engine
Fix planner
Safety gate
Executor
Resolution report
ENGINEERING SIGNALS
What to notice.
- Ticket intent analysis
- Safe vs destructive planning
- Human confirmation gate
- Resolution reports
- Decision audit log
WHAT I LEARNED
The takeaway.
Good agent design is often permission design. Read-only operations and destructive mutations should not share the same execution path.