Docket Blog: Agentic Workflows

AGENTIC WORKFLOWS What to track in the first year What is worth measuring and reviewing across a support centre's first year, and when to look at each, so a reader starting today knows what to capture from day one. Last updated 23 August 2026 · 5 min read

AGENTIC WORKFLOWS Triaging a backlog with a coding agent A method for sorting a feature request backlog of any size with a coding agent: define the categories first, batch the work, and check the proposals rather than the conclusions. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS The one-person support department A proposed weekly routine for running support alone with a coding agent: the five things that need checking regardless of who runs it, and what a bad week does to the routine. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS Giving a coding agent write access What write access should mean for a coding agent on a request board, what to scope it to, and the failure modes worth planning for before you grant it. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS Writing changelogs from commits A commit log and a changelog are written for different readers, so turning one into the other is a translation job, not an export. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS What it costs to run support through an AI provider Anthropic's own worked example puts a support reply at a third of a penny. Here's the arithmetic, the discounts built for support specifically, and where the real bill grows past it. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS What an AI can and cannot answer The strongest case for keeping AI ticket answers separate from a feature-voting board belongs to a competitor. Here is the operational split underneath it. Last updated 23 August 2026 · 5 min read

AGENTIC WORKFLOWS The support inbox as a git repository A reply becomes a diff. That changes what review means, and it does not suit every team. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS Running support with a coding agent Feedback becomes files an agent can read, draft from, and open a pull request against. None of that means it should run without a person watching. Last updated 23 August 2026 · 8 min read

AGENTIC WORKFLOWS Letting an agent answer without letting it invent An agent that answers customers will, left alone, invent a feature, a date or a policy. Here is what stops that, in order of how much it helps. Last updated 23 August 2026 · 7 min read

AGENTIC WORKFLOWS Deduplicating requests The task an agent seems safest doing is the one it gets wrong with the most confidence, because "the same request" is a judgement call, not a string match. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS An MCP server, or the files already in your repo Nearly every feedback vendor has shipped an MCP server. If your feedback is already files in a repository, there is nothing left to bridge. Last updated 23 August 2026 · 6 min read

AGENTIC WORKFLOWS An AGENTS.md for your support centre A plain Markdown file that tells a coding agent how to answer for you, and what it must never decide alone. Last updated 23 August 2026 · 7 min read