Support: Ticket Creation

Problem Statement

Creating a support ticket involves categorizing the issue, providing a description, setting priority, and optionally attaching files. This is a write operation that triggers routing and SLA timers.

Why Human-Only Semantics Fail

• Category dropdowns have nested hierarchies not reflected in the DOM
• Priority labels ("Urgent", "High") don't map to SLA definitions
• File attachment controls don't declare accepted types or size limits
• "Submit Ticket" doesn't declare the routing side-effects

Why Scraping Fails Here

• Support portals are behind authentication
• Category trees are lazily loaded
• Rich text description fields use WYSIWYG editors
• Ticket confirmation pages are dynamically rendered

How AXAG Eliminates Scraping

ticket.create declares categories as enums, priority levels with semantic meaning, and the side-effects of creation (routing, SLA timer start).

Annotated UI Example

Support — create ticket

<button
  axag-intent="ticket.create"
  axag-entity="ticket"
  axag-action-type="write"
  axag-required-parameters='["subject","description","category","priority"]'
  axag-optional-parameters='["attachment_urls","tags","cc_emails"]'
  axag-postconditions='["ticket created","routing rules applied","SLA timer started"]'
  axag-risk-level="low"
  axag-idempotent="false"
  axag-scope="tenant"
  axag-description="Create a new support ticket"
>Submit Ticket</button>

Semantic Manifest Excerpt

Manifest — ticket.create

{
  "intent": "ticket.create",
  "entity": "ticket",
  "action_type": "write",
  "operation_id": "ticket_create",
  "description": "Create a new support ticket",
  "required_parameters": [
    { "name": "subject", "type": "string", "maxLength": 200 },
    { "name": "description", "type": "string", "maxLength": 10000 },
    {
      "name": "category",
      "type": "string",
      "enum": ["billing", "technical", "account", "feature_request", "bug_report", "other"]
    },
    { "name": "priority", "type": "string", "enum": ["low", "medium", "high", "urgent"] }
  ],
  "optional_parameters": [
    { "name": "attachment_urls", "type": "array", "items": { "type": "string", "format": "uri" } },
    { "name": "tags", "type": "array", "items": { "type": "string" } },
    { "name": "cc_emails", "type": "array", "items": { "type": "string", "format": "email" } }
  ],
  "risk_level": "low",
  "idempotent": false,
  "scope": "tenant",
  "postconditions": ["ticket created", "routing rules applied", "SLA timer started"]
}

Generated Tool Example

Tool — ticket_create

{
  "name": "ticket_create",
  "description": "Create a new support ticket",
  "input_schema": {
    "type": "object",
    "properties": {
      "subject": { "type": "string", "maxLength": 200 },
      "description": { "type": "string", "maxLength": 10000 },
      "category": {
        "type": "string",
        "enum": ["billing", "technical", "account", "feature_request", "bug_report", "other"]
      },
      "priority": { "type": "string", "enum": ["low", "medium", "high", "urgent"] },
      "attachment_urls": { "type": "array", "items": { "type": "string", "format": "uri" } },
      "tags": { "type": "array", "items": { "type": "string" } }
    },
    "required": ["subject", "description", "category", "priority"]
  },
  "metadata": {
    "action_type": "write",
    "risk_level": "low",
    "idempotent": false,
    "confirmation_required": false,
    "approval_required": false,
    "source_intent": "ticket.create",
    "source_entity": "ticket"
  }
}

Constraints & Safety Notes

• Not idempotent: duplicate submissions create duplicate tickets
• Low risk — creates a ticket but doesn't modify existing data
• SLA timer starts immediately upon creation based on priority level
• Routing rules assign the ticket to the appropriate team
• urgent priority may trigger immediate page/notification to on-call staff