AWS reference architectureTicket triage and routing
A AWS reference architecture for ticket triage and routing in Customer Support. Triggered by inbound ticket created, Padiso orchestrates 3 specialist agents on Amazon Bedrock AgentCore, reaching helpdesk (zendesk / intercom) and your tools through the Model Context Protocol, with budgets, approvals and an audit trail throughout.
AWSRuntime: Amazon Bedrock AgentCoreTrigger
Inbound ticket created
Customer Support
Orchestration
Padiso Orchestrator
goals · tasks · heartbeat
Governance
budgets · approvals · audit
Runtime & agents
Agent runtime
Amazon Bedrock AgentCore
Triage agent
agent
Resolution agent
agent
Escalation agent
agent
Integrations · MCP
MCP gateway
Your systems
Helpdesk (Zendesk / Intercom)
CRM
Knowledge base
How the data flows
Trigger: Inbound ticket created
- 1
Triage agent classifies, prioritizes and routes the ticket with account context
- 2
Resolution agent answers common issues and runs routine actions
- 3
Hard cases escalate with a full context bundle and suggested next steps
- 4
Sensitive actions (refunds, account changes) require approval
Agent team
- Triage agent
- Resolution agent
- Escalation agent
Integrations
Reached through the Model Context Protocol, scoped and governed.
Runtime & data
Amazon Bedrock AgentCore
Helpdesk (Zendesk / Intercom)
CRM
Knowledge base
Security & operational considerations
- PII redaction in transcripts and logs
- Approvals on refunds and account changes
- Escalation SLAs enforced
AWS deployment
Deployed in your AWS account on Bedrock AgentCore, with IAM scoping, PrivateLink to your VPC, and CloudTrail/CloudWatch for audit and observability.
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