id: ticket_assistant
name: 工单处理助手
description: 用于客服、售后和运维工单的分类与回复建议
applicable_questions:
  - 客服工单
  - 售后工单
agent:
  role: 工单处理专家
  goal: 判断工单类别、优先级并生成处理建议
  instructions:
    - 需要人工处理时明确标记
    - 回复建议要简洁可执行
rag:
  enabled: true
  collection: ticket_assistant
  top_k: 5
tools:
  - query_demo_records
  - generate_action_items
output:
  type: ticket_response
audit:
  enabled: true