The problem.
Support technicians spend a lot of time finding the cause of an incident and writing clear answers. The goal: a copilot that prepares the work, but never posts on its own.
What I built.
01
Analysis
- Ticket list and an AI discussion per ticket that always re-reads the current ticket state; screenshots and attachments analysed.
- Web search for known errors and documentation.
02
Controlled publishing
- Editable preview before posting, as a customer reply or internal note; Jira-like editor with canned responses.
- Linked to Vigil: the security agent reads a ticket and checks in the tenant what the request implies.
The architecture.
TechnicianSSO
Jira AgentNode.js
Jiratickets
Claudeanalysis + web
Answerapproved then posted
Security & guardrails.
- Nothing is posted without human approval.
- User's SSO session, no service account.
The results.
- Used daily by the support team.
