Ticket Management

Handle member support tickets with assignment, responses, and tracking

Manage member support requests with ticket queues, assignment, response tracking, and resolution workflows.

Capabilities

Action	ROLE_CLIENT_ADMIN	ROLE_CLIENT_USER
View all tickets	✅	✅
Respond to tickets	✅	✅
Assign tickets	✅	❌
Change priority	✅	❌
Close tickets	✅	✅

Features

Ticket Queue

View and filter tickets by:

• Status (open, in progress, waiting, resolved, closed)
• Priority (low, medium, high)
• Category
• Assigned agent
• Date range

Ticket categories are configurable (see Ticket Categories below).

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• Ticket history preserved
• Resolution time tracking
• Escalation on breach
• Member notified on status change

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Ticket Workflow

Open → In Progress → Waiting (on member) → Resolved → Closed

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• All business rules for this feature are enforced.

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Response Management

• Reply to member
• Internal notes (not visible to member)
• Canned responses
• File attachments
• Response templates

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• First response SLA tracking

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Assignment

• Auto-assignment rules
• Manual assignment
• Round-robin distribution
• Workload balancing

Acceptance Criteria

Frontend

• UI supports the workflows described in this feature.

Backend / API

• Backend behavior supports this feature as documented.

Permissions

• Access is restricted per the Capabilities matrix on this page (or equivalent role rules).

Business Rules

• All business rules for this feature are enforced.

Error Handling

• Error states return clear messages and appropriate HTTP status codes.

Ticket Categories

Support tickets use a controlled category list for routing and reporting (e.g. Billing, Membership, Events, LMS, Directory).

Categories are managed by the association/client and used for:

• Member-facing category picker
• Staff queue filtering
• Assignment/routing rules
• Reporting by category

Acceptance Criteria

Frontend

• Admin UI supports category CRUD (create/edit/archive) and ordering.

Backend / API

• Categories are persisted and returned to member ticket forms.

Permissions

• Only ROLE_CLIENT_ADMIN can manage ticket categories.

Business Rules

• Category names are unique per client.
• Archiving a category does not delete existing tickets.

Error Handling

• Validation errors are shown inline.

CRM Notes (optional)

When CRM sync is enabled, ticket activity can be logged back to the member’s CRM contact.

• Minimum: create a note/engagement containing the ticket number and current status
• Optional: update the note when the ticket is resolved/closed

Implementation Contracts

Backend (API)

GET    /api/tickets                          # List tickets
GET    /api/tickets/{id}                     # Get ticket details
PUT    /api/tickets/{id}                     # Update ticket
POST   /api/tickets/{id}/responses           # Add response
PUT    /api/tickets/{id}/assign              # Assign ticket
PUT    /api/tickets/{id}/status              # Update status

GET    /api/tickets/queue                    # Queue statistics
GET    /api/tickets/canned-responses         # List templates
GET    /api/tickets/categories               # List ticket categories
POST   /api/tickets/categories               # Create category
PUT    /api/tickets/categories/{id}          # Update category
DELETE /api/tickets/categories/{id}          # Archive category

AI-Powered Support Features

Ticket Summarization

The system automatically generates summaries of each ticket and the entire conversation thread, similar to Read.AI functionality.

Summary Types

Ticket Summary

A concise overview of the support ticket:

• Issue Description: What the member is reporting/requesting
• Key Details: Important information extracted from the ticket
• Current Status: Where the ticket stands in the resolution process
• Action Items: Outstanding tasks or next steps

Conversation Summary

A summary of the entire conversation thread:

• Timeline: Chronological summary of interactions
• Resolution Attempts: What solutions have been tried
• Member Sentiment: Overall tone and satisfaction indicators
• Key Decisions: Important decisions made during the conversation

Summary Features

• Auto-Generated: Summaries update automatically as conversations progress
• Quick Scan: Support staff can quickly understand ticket context
• Handoff Ready: Summaries facilitate smooth ticket transfers between agents
• Historical Context: Previous related tickets referenced when relevant

Acceptance Criteria (Summarization)

Frontend

• Summary panel displayed on ticket detail view
• Expandable/collapsible summary sections
• “Refresh Summary” button to regenerate
• Summary history showing changes over time
• Copy summary to clipboard option

Backend / API

• Automatic summary generation on ticket updates
• AI service integration for natural language summarization
• Summary storage and versioning

Permissions

• All support staff can view summaries
• Summaries are internal-only (not visible to members)

Business Rules

• Summaries regenerate when significant new content is added
• PII and sensitive data handled appropriately in summaries
• Summaries indicate when they were last updated

Error Handling

• If AI service unavailable, show “Summary unavailable” with retry option
• Fallback to basic ticket metadata if summarization fails

AI Draft Response

A feature that allows support staff to generate a draft response with a single button click, using AI to analyze the ticket context and suggest an appropriate reply.

1. Click Draft Response

   Support staff clicks the “Draft Response” button on any ticket

2. AI Analysis

   System analyzes ticket content, conversation history, and knowledge base

3. Generate Draft

   AI produces a contextually appropriate draft response

4. Review & Edit

   Staff reviews, edits as needed, and sends the response

Draft Response Features

• Context-Aware: Draft considers entire conversation history
• Knowledge Base Integration: References relevant help articles and documentation
• Tone Matching: Maintains professional and empathetic tone
• Personalization: Includes member name and relevant details
• Canned Response Enhancement: Can enhance existing canned responses with context

Acceptance Criteria (Draft Response)

Frontend

• “Draft Response” button prominently displayed in response area
• Loading indicator while AI generates draft
• Draft appears in response text editor for review/editing
• Option to regenerate with different tone (formal, friendly, concise)
• Keyboard shortcut for quick draft generation

Backend / API

• AI service integration for response generation
• Knowledge base search for relevant content
• Response tone and style configuration

Permissions

• All support staff can use draft response feature
• ROLE_CLIENT_ADMIN can configure default tone and style settings

Business Rules

• Draft responses are never sent automatically (always require human review)
• AI indicates confidence level in generated response
• System tracks usage metrics for AI draft feature
• Generated drafts respect organization-specific terminology

Error Handling

• If AI service unavailable, show error with option to use canned responses
• If context is unclear, AI asks clarifying questions in draft

Implementation Contracts (AI Support)

GET    /api/tickets/{id}/summary             # Get ticket summary
POST   /api/tickets/{id}/summary/refresh     # Regenerate summary
POST   /api/tickets/{id}/draft-response      # Generate draft response
GET    /api/tickets/{id}/conversation-summary # Get conversation summary
PUT    /api/settings/support-ai              # Configure AI settings

Draft Response Request:

{
  "tone": "professional",  // professional, friendly, concise
  "includeKnowledgeBase": true,
  "cannedResponseId": "optional-base-template"
}

Draft Response:

{
  "draft": "Dear [Member Name],\n\nThank you for reaching out...",
  "confidence": 0.87,
  "suggestedAttachments": [
    {
      "type": "knowledge_base",
      "id": "article-uuid",
      "title": "How to Reset Your Password"
    }
  ],
  "tone": "professional"
}

Ticket Summary:

{
  "ticketId": "ticket-uuid",
  "summary": "Member reporting login issues after password reset...",
  "keyPoints": [
    "Unable to login since Dec 10",
    "Password reset attempted twice",
    "Using Chrome browser on Windows"
  ],
  "sentiment": "frustrated",
  "suggestedActions": [
    "Verify account status",
    "Check for browser cache issues"
  ],
  "generatedAt": "2025-01-15T10:30:00Z"
}