Where Latch Workflow fits
Latch Workflow controls what happens inside the ticket
Workforce planning decides who should be available. Latch Workflow controls what a human or AI client can do once the ticket is open, which checks apply, and what evidence the action leaves behind.
Plugins cover the whole lifecycle
A plugin can decide when an action is eligible, collect its inputs, route it for approval, execute it, and return the downstream outcome to the ticket.
AI is native to the ticket workflow
Models classify, extract, and suggest inside the same workflow. Operators accept or correct the suggestion, and the correction stays useful to that deployment.
MCP uses the same authority path
An MCP client sees bounded tools and tickets. Its calls pass through the same role, policy, approval, and audit checks as a human action.
The system can run on-premises
Tickets, models, plugin credentials, and action execution can stay on your own infrastructure, including private-cloud and air-gapped environments.
Audit evidence is part of the work
The ticket keeps the request, reviewer decision, denied attempt, execution timing, and external response instead of relying on a summary written afterwards.
Plugin controls render inside the page
Eligible actions and their inputs appear in the ticket itself, so contextual hooks can use the ticket state without sending the operator to another admin tool.
Honest boundary
Latch Workflow does not replace workforce forecasting, schedule generation, adherence monitoring, quality management, or contact-centre staffing. Use Assembled or the relevant Zendesk capability when that is the job.