The way I've seen it work is basically pointing an agent directly to the ticket, or via a proxy description. There's a good chance that if the agent cannot han

The way I've seen it work is basically pointing an agent directly to the ticket, or via a proxy description. There's a good chance that if the agent cannot handle it, a human wouldn't be figuring it out either, without additional context. That context would be the sort of only-Joe-knows-how-it-works, so perhaps something worth addressing in any case.