Files · Anthropic Multi-Agent Handoff for Freshdesk SMB Support Triage

# Anthropic Multi-Agent Handoff for Freshdesk SMB Support Triage
 
AI-driven triage that classifies and routes Freshdesk support tickets to specialized AI agents using Anthropic Claude, with confidence-based human escalation when classification is uncertain.
 
## Features
 
- **Claude-powered intent classification** — Classifies ticket subject+description into support categories (billing, technical, account, general, emergency) using Anthropic Claude Haiku
- **Multi-agent routing** — Routes tickets to specialist agents (billing, technical, account) via `@reaatech/agent-handoff-routing` with weighted skill matching
- **Confidence-gated decisions** — Uses `@reaatech/confidence-router` to decide whether to auto-resolve, ask clarifying questions, or escalate to a human
- **Session continuity** — Maintains ticket context across multiple turns using `@reaatech/session-continuity` with token budget enforcement and sliding-window compression
- **Conversation compression for human escalation** — Compresses ticket conversation history using `@reaatech/agent-handoff-compression` (summary + key facts + open items)
- **Freshdesk webhook integration** — Receives ticket created/updated events via `@reaatech/agent-mesh-gateway` and posts triage results back as Freshdesk notes
- **LangGraph state machine** — Orchestrates the triage pipeline as a LangGraph state graph (classify → confidence gate → route/escalate)
- **Langfuse observability** — Tracks triage lifecycle events and LLM calls via Langfuse
 
## Architecture
 
```
Freshdesk Webhook → POST /webhook/freshdesk/ticket
       ↓
  normalizeTicket(raw) → NormalizedTicket
       ↓
  TriageAgent.runTriage(ticket)
       ↓
  ┌─────────────────────────────────────┐
  │  LangGraph State Machine            │
  │                                     │
  │  classify → route → selectSpecialist│
  │                ↘  clarify           │
  │                ↘  escalate          │
  └─────────────────────────────────────┘
       ↓
  Route decision:
  • ROUTE → Post note with specialist assignment
  • CLARIFY → Post note requesting more info
  • FALLBACK → Escalate to human with compressed summary
```
 
## Getting Started
 
### Prerequisites
 
- Node.js >= 22
- pnpm 10.x
- A Freshdesk account with API key
- An Anthropic API key
- (Optional) Langfuse account for tracing
 
### Setup
 
```bash
pnpm install
cp .env.example .env
# Fill in your API keys in .env
pnpm dev
```
 
## API Reference
 
### POST /webhook/freshdesk/ticket
 
Receives Freshdesk ticket created/updated events. Accepts Freshdesk webhook payload.
 
### POST /api/triage
 
On-demand ticket triage. Accepts `{ subject: string, description: string }`. Returns `{ action, specialistAgent, confidence }`.
 
### GET /api/triage
 
Health check. Returns `{ status: "ok" }`.
 
## Testing
 
```bash
pnpm test
```
 
Runs vitest with coverage reporting. Targets >=90% coverage on runtime code (src/**/*.ts and app/**/route.ts). UI components are excluded from coverage thresholds.
 
## License
 
MIT