Support and ticketing
An agent that stands in the queue like a colleague: a new ticket wakes it, it reads the history, clarifies internally what needs clarifying — and anything that goes outside goes only after approval.
The situation
A ticket system always has more open cases than people to handle them, and most of them are not difficult, merely numerous: the same question phrased differently, an account that needs resetting, a number that needs looking up. An agent can take that on. What kept it from doing so was never its ability, but the question of who gives it access, who reads back what it wrote, and who stops it when it sends the same wrong answer several times over.
How a case runs
Four steps — the same as for any covey agent, except that here the ticket system wakes it.
The ticket wakes it
Zammad reports a new ticket to covey, and so does Salesforce. Where that is not possible, covey checks at intervals whether anything is waiting at all. In between, the agent sleeps and costs nothing.
It checks what it already knows
It reads the case with its whole conversation, together with the pages from its own memory that relate to it. What it learnt about this customer last time is available to it.
It works in its isolated environment
Access to the ticket system is established only while it works, lasts only briefly and applies only to this task. It writes internal notes itself; a reply that goes outside can be made to require approval.
It closes, and keeps something
The case is answered or handed on, the session is recorded, the costs are captured. What holds generally it writes into its memory, instead of working it out again on the next ticket.
What it works with
The systems that ship for this area. If one is missing, an MCP server is the quickest route; anyone needing their own wake-up events and finer permissions writes a plugin.
- Zendesk
- Zammad
- Salesforce Service Cloud
- E-Mail (IMAP/SMTP)
- Microsoft Teams
What the platform enforces
What a support agent does not decide on its own.
The answer that goes out
An action that leaves the building can be tied to an approval. The agent prepares it and waits; a person releases it or changes it first.
Its access
It has no password to the ticket system. Access is established when the work starts, lasts only briefly, and covers only the actions recorded for it.
What stays invisible
Nothing. Every action appears in the recording with its success or failure, every run with its costs in the billing. Anyone wanting to know what went out to customers last week can read it back.
Try it yourself
covey is run by you: one program, a Postgres database, Docker for the workplaces. The instructions are in the documentation.