AWS reference architectureSupport triage and resolution
A AWS reference architecture for support triage and resolution in SaaS & Tech. Triggered by support ticket created, Padiso orchestrates 3 specialist agents on Amazon Bedrock AgentCore, reaching helpdesk (zendesk) and your tools through the Model Context Protocol, with budgets, approvals and an audit trail throughout.
AWSRuntime: Amazon Bedrock AgentCoreTrigger
Support ticket created
SaaS & Tech
Orchestration
Padiso Orchestrator
goals · tasks · heartbeat
Governance
budgets · approvals · audit
Runtime & agents
Agent runtime
Amazon Bedrock AgentCore
Onboarding agent
agent
Support agent
agent
Lifecycle agent
agent
Integrations · MCP
MCP gateway
Your systems
Helpdesk (Zendesk)
Product API
Knowledge base
How the data flows
Trigger: Support ticket created
- 1
Triage agent classifies and routes the ticket and pulls account context
- 2
Resolution agent answers tier-1 issues and runs routine actions
- 3
Unresolved tickets escalate with a full context bundle
- 4
Account-changing actions require human approval
Agent team
- Onboarding agent
- Support agent
- Lifecycle agent
Integrations
Reached through the Model Context Protocol, scoped and governed.
Runtime & data
Amazon Bedrock AgentCore
Helpdesk (Zendesk)
Product API
Knowledge base
Security & operational considerations
- PII redaction in logs
- Approvals on refunds and account changes
- Escalation SLA 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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