ShipStation Global deployed the Deckhand agent for internal IT support
The Deckhand agent at ShipStation Global answers IT questions in Slack, reads screenshots of error messages, and manages tickets in Jira Service Management. According to the company, it resolved 97.5 % of queries in the support channel and received 96 % positive ratings from employees.
ShipStation Global built the Deckhand agent for internal IT support using the Amazon Bedrock AgentCore platform. The agent answers common IT and company-related questions using a managed knowledge base, reads screenshots of error messages, and creates or updates tickets in Jira Service Management. According to the company, it resolved 97.5 % of incoming queries in the support channel and received 96 % positive ratings from employees.
Slack passes the full thread history and user context through the AgentCore runtime API. The agent uses the open source Strands Agents SDK and searches using Amazon Bedrock Knowledge Bases. A Lambda function handles classification, ticket management, user lookup, and image analysis, with AgentCore Gateway exposing these capabilities as MCP tools. If the agent cannot find an answer, it asks a follow-up question or offers to create a ticket.
The knowledge base also uses an archive of resolved support threads from Slack. The article emphasizes the need to clearly separate verified solutions from unresolved cases, automated notifications, and unrelated conversation so that the agent does not present an incorrect procedure as a reliable answer.
Why it matters
The case study shows a concrete integration of conversation, a knowledge base, and IT ticket management. For teams designing similar support, the separation of search and individual tools, along with the process for handling missing answers, is useful. The reported results are internal figures from ShipStation Global, not a guarantee of the same effectiveness in another environment.
Two audiences, two different impacts
What this means
For individuals
Employees of ShipStation Global can receive an answer directly in the conversation and, if the issue remains unresolved, transfer its context into an IT ticket without filling in all the details separately.
For a business
Internal IT support connects finding a solution with creating or updating a ticket. Separating the logic of the tools allows them to be maintained independently of the agent itself.
ProcessesCheck the original
Event sources
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