Our NOC gets a steady stream of tickets every day, and a good chunk of them are routine: the same site issue reported twice, a ticket that just needs the right category to be organized clearly, a slow-connection report that needs proper network diagnostics. None of that requires real judgment. All of it eats time.
I'd already been using OpenCode to just mess around and test things for free while on shift, so I decided to wire up an autonomous agent to reduce some of the repetitive workload of managing our tickets.
What it actually does
Each separate task of the workflow basically lives in a skill file, loaded by the OpenCode agent in correct order with an AGENTS.md to orchestrate the entire workflow, pretty standard.
A webhook receives a new ticket, waits sixty seconds to see if more come in (batching saves a lot of redundant work), then hands the batch to OpenCode running in non-interactive mode. From there it checks for duplicates against other open tickets for the same site and issue, categorizes the ticket by type, and for anything flagged as a slow connection, kicks off a deeper network diagnostic and posts the result straight to the ticket. It pings the team in chat only for tickets that actually need a human, which is still most of them now as its main job here to start is simply take on 80% of the initial ticket analysis and investigation workload.
