adr: structure processing in 2 ways

docs/adr/02-two-way-processing-of-tickets.md

@@ -0,0 +1,40 @@
+# ADR 02: Two-way processing of tickets
+
+| Status   | proposed   |
+| -------- | ---------- |
+| Author   | @freinold  |
+| Voters   | -          |
+| Drafted  | 2025-10-27 |
+| Timeline | tbd        |
+
+related to:
+
+- [ADR 01: System Architecture](01-system-architecture.md)
+
+## Context and Problem Statement
+
+We have different needs for processing tickets with AI assistance in Zammad.
+On the one side, we want to operate as automated as possible and send responses directly to customers.
+On the other side, we want to be sure we don't send wrong or inappropriate responses.
+Thus, we need to decide how to handle the two-way processing of tickets:
+
+1. Fully automated processing: The AI generates responses and sends them directly to customers without human intervention.
+2. Semi-automated processing: The AI generates draft responses that are reviewed and approved by human agents before being sent to customers.
+
+## Proposed Workflow
+
+We propose the following workflow to handle both fully automated and semi-automated processing of tickets:
+
+- **1**: Triage: When a new ticket is created, we first triage the ticket to determine its category based on predefined criteria by using a system prompt and structured output.
+- **2a**: Fully Automated Processing: For tickets that fall into categories deemed safe for automation (e.g., common inquiries, FAQs), we respond with a predefined answer directly to the customer. The ticket will be auto-closed after a specified period (e.g. 14 days) if there is no customer response.
+- **2b**: Semi-Automated Processing: For more complex or context-sensitive tickets, we generate a draft response using a GenAI model and provide context from a knowledge base or external tools. This draft will then be reviewed and approved by a human agent before being sent to the customer.
+- **2c**: If the triage cannot determine the category with sufficient confidence, the ticket will be routed to a human agent for manual processing.
+- **3**: Optional: If the customer responds to the ticket due to wrong processing or other reasons, the ticket will be handled by a human agent.
+
+Additionally, we can define specific categories where an AI answer could be auto-sent after we have evaluated the performance over time.
+
+![](2way_processing.png)
+
+## Decision Made
+
+tbd

docs/adr/index.md

@@ -6,6 +6,7 @@ If you don't know if you should create an ADR, the answer is probably "yes".
 ## ADR List
 
 - [ADR 01: System Architecture](01-system-architecture.md)
+- [ADR 02: Two-way processing of tickets](02-two-way-processing-of-tickets.md)
 
 ## Background