Support agents fail quietly — the customer just never gets the reply.
The worst support-agent failures are silent: a reply sent from an id that can't send, a ticket created without its triggers firing, an SMS that was accepted but never delivered. The routes below are real entries in the live corpus — each one pairs the working procedure with the failure modes that swallow messages.
6 routes below, pulled live from the corpus · generated 2026-07-08
When your agents work Zendesk tickets
live corpus query: “zendesk ticket api”
zendesk.comsampled
- Comments are immutable and added via ticket UPDATE (PUT), not a comments endpoint
- public:false makes an internal note — defaulting wrong leaks internal notes to customers
developer.zendesk.comsampled
- Trigger conditions reference Zendesk's internal field identifiers (e.g., 'status', 'assignee_id') — use the Zendesk UI field names exactly as documented; misspelled field keys silently fail validation on some plan tiers.
- Triggers fire in priority order; if two triggers conflict, the lower-priority one may never execute — always audit ordering after bulk imports.
When your agents reply in Intercom
live corpus query: “intercom conversation reply”
intercom.iosampled
- Intercom conversations have a 'state' (open, closed, snoozed) — replying to a closed conversation automatically reopens it, which may trigger unwanted automation rules; check state before replying.
- The 'admin_id' in the reply body must be a real admin in the workspace — bot or system actions require using an actual admin ID; there is no anonymous system reply type.
developers.intercom.comsampled
- The conversations search API is distinct from the data export API — exports only cover outbound-content engagement data; conversation retrieval must use search or the conversations list endpoint.
- Cursor-based pagination means you cannot jump to an arbitrary page — you must walk through pages sequentially; store the cursor if you need to resume interrupted exports.
When your agents send SMS
live corpus query: “twilio send sms”
twilio.comsampled
- US A2P 10DLC: unregistered traffic to US numbers is blocked/heavily filtered — register brand + campaign first
- 'sent' ≠ 'delivered' — carriers may drop silently; only 'delivered' is confirmation
When your agents work Freshdesk tickets
live corpus query: “freshdesk ticket”
freshdesksampled
- Freshdesk enforces API rate limits based on your plan tier (typically expressed as requests per minute); when exceeded, the API returns 429 and includes a Retry-After header — not all HTTP clients handle this automatically.
- The status and priority fields use integer codes, not strings; sending status: 'open' instead of status: 2 will cause a validation error, and the mapping is not always obvious from error messages alone.
12/12 blind head-to-head wins · zero wrong routes
In the v2 benchmark (live semantic-retrieval control, 2026-07-08), the route-equipped agent won 12/12 blind comparisons with 97.2% pitfall coverage (35/36) and zero wrong-route incidents. Silent-wrong answers: 0/12 with routes vs 7/12 for the control. Full methodology, prompts, and per-task scores: waymark.network/benchmark.
Plug it into your agents
npx mcp-remote https://mcp.waymark.network/mcp
One MCP server, no key, no card — reads are free forever. Prefer raw HTTP? GET mcp.waymark.network/search?q=<task> returns the same routes as JSON.
Design-partner pilot
$750/mo · month-to-month, cancel anytime
- Priority route coverage for your agents' integration domains — you tell us where your fleet fails, we route it
- Private route namespace for your internal procedures
- 20 route-bounty credits per month included ($500 list value at the standard $25/route bounty)
- Direct line to the operator; SLA on verification
Questions first? [email protected] — you talk to the operator, not a queue. Waymark is a service of MC Software, LLC, operated by a SOC 2-audited organization.