Ticket Triage scaffold

A complete program, not a fragment: it compiles as written. Copy it, rename the placeholder identifiers to your domain, and run axon check — the compiler will tell you what your renaming broke. An MCP client can also generate it through the axon.compose tool by naming the ticket_triage domain.

// AXON Ticket Triage scaffold — inbound support-ticket classification +
// auto-response + priority routing.
//
// Differs from `chat_skills.axon` (synchronous skill router): ticket
// triage is ASYNC — tickets arrive via webhook, get classified, get
// auto-answered when possible, get routed to the right queue
// otherwise. SLA-aware.

// ── Types ─────────────────────────────────────────────────────────

type IncomingTicket {
    ticket_id:      Text
    subject:        Text
    body:           Text
    customer_tier:  Text
    received_at:    Text
}

type TriageVerdict {
    ticket_id:        Text
    priority:         Text
    routed_to_queue:  Text
    auto_answer:      Text
    sla_deadline:     Text
}

type TriageRequest { ticket: IncomingTicket }

// ── Identity + grounding ──────────────────────────────────────────

persona SupportTriager {
    domain: ["customer-support", "ticket-routing", "sla-management"]
    tone: empathetic
    confidence_threshold: 0.75
    cite_sources: true
}

context TriageContext {
    memory: persistent
    language: "en"
    depth: standard
    max_tokens: 2048
    temperature: 0.3
}

anchor RespectCustomerTier {
    require: evidence_backed
    confidence_floor: 0.7
    unknown_response: "Classification confidence below threshold — defaulting to highest-tier queue."
    on_violation: log
}

// ── Shield ────────────────────────────────────────────────────────

shield TriageShield {
    scan:       [prompt_injection, pii_leak, social_engineering]
    on_breach:  sanitize_and_retry
    severity:   medium
    redact:     [body]
    compliance: [SOC2]
}

// ── Flow ──────────────────────────────────────────────────────────

flow TriageTicket(ticket: IncomingTicket) -> FlowEnvelope<TriageVerdict> {
    step Classify {
        given: ticket
        ask: "Classify the ticket: priority (low|medium|high|critical), routing queue, auto-answer feasibility."
        output: FlowEnvelope<TriageVerdict>
    }
    return Classify.output
}

// ── HTTP boundary ─────────────────────────────────────────────────

axonendpoint TriageAPI {
    method:      post
    path:        "/v1/tickets/triage"
    body:        TriageRequest
    execute:     TriageTicket
    output:      FlowEnvelope<TriageVerdict>
    shield:      TriageShield
    backend:     auto
    compliance:  [SOC2]
    retries:     1
    timeout:     10s
    requires:    ["tickets.triage"]
}