Answer IT questions in Slack with an agent that files tickets only when needed

ShipStation Global's engineers built Deckhand, an IT help desk agent that joins Slack channels and answers questions from a knowledge base built from Confluence, the intranet and past Slack threads. It runs Claude through Amazon Bedrock, can read screenshots of error messages, and creates or updates Jira tickets with the requester's details. It is told never to ask for passwords or MFA codes. Launched in April 2026, it handled 1,935 messages in three months and replied to 97.5% of them, including 94% of the third that came after hours. Only 409 of 1,221 agent conversations became tickets. Positive ratings rose from 82% to 96% as the team fixed the prompt and knowledge base.