support-escalator

A ProAgentStore agent that triages incoming support tickets using Workers AI.

Live at: https://support-escalator.proagentstore.online

What it does

1. Receives tickets via POST /webhook/ticket (subject, body, customerEmail, priority)
2. Classifies each ticket with Workers AI: auto-respond vs escalate
3. Auto-responds to common questions using the built-in knowledge base
4. Escalates hard tickets to the team via a webhook notification
5. Daily cron (9am UTC) sends an open-ticket summary to the escalation webhook

API

Method	Path	Description
POST	/webhook/ticket	Receive a new support ticket
GET	/tickets	List all tickets (?status=open|escalated|auto_responded|resolved)
GET	/tickets/:id	Get a single ticket
PUT	/tickets/:id/resolve	Mark a ticket resolved
GET	/stats	Open/closed/auto-responded counts

Webhook payload

{
  "subject": "I can't log in",
  "body": "I forgot my password and the reset email isn't arriving.",
  "customerEmail": "alice@example.com",
  "priority": "normal"
}

Priority values: low, normal, high, urgent (defaults to normal).

Signature verification

If WEBHOOK_SECRET is set, sign payloads with HMAC-SHA256:

X-Webhook-Signature: sha256=<hex_digest>

Secrets

Set via wrangler secret put and update in Doppler project pags:

Secret	Purpose
ESCALATION_WEBHOOK_URL	Slack / Discord / custom webhook URL for escalation and daily summary
WEBHOOK_SECRET	HMAC-SHA256 key to verify incoming ticket payloads (optional)

Setup

# 1. Create D1 database
wrangler d1 create support-escalator
# Copy the database_id into wrangler.toml

# 2. Install dependencies
pnpm install

# 3. Set secrets
wrangler secret put ESCALATION_WEBHOOK_URL
wrangler secret put WEBHOOK_SECRET

# 4. Deploy
wrangler deploy

# 5. Test locally
wrangler dev

Knowledge base

The default KB covers billing, account, and technical questions. You can extend it by posting to the DO directly (internal route /do/kb). To add custom entries, modify defaultKnowledgeBase() in src/index.ts before deploying.

Architecture

• Hono — lightweight routing
• TicketStoreDO — Durable Object holds all ticket state and the KB in DO storage (survives restarts, consistent within one DO instance)
• Workers AI — @cf/meta/llama-3.3-70b-instruct-fp8-fast for classification and response generation
• Cron — 0 9 * * * (daily at 9am UTC) posts an open-ticket summary to the escalation webhook
• No external database required — all state lives in the Durable Object