Customer Support

1. What does this feature do? (High-Level Overview)

Customer Support lets users submit support requests, track progress, and continue the conversation with the support team in one place. It improves issue resolution speed by keeping request details, status updates, and attachments in a single ticket thread.

2. Who is this for? (Roles & Permissions)

• Users with create_tickets: Can create tickets, view only their own tickets, update their own request text (subject/details), and respond in their own ticket thread.
• Users with manage_tickets (support/admin-side): Can view all tickets in scope, assign tickets, change status, set category, and create internal staff-only notes.
• Default role examples from current permissions config: BCBA and RBT include create_tickets; OWNER and MANAGER include both create_tickets and manage_tickets.

3. Business Rules & Enforcements

• Rule 1: API access requires either create_tickets or manage_tickets permission.
• Rule 2: Non-staff users can only see and interact with tickets they created; access to other users’ tickets is rejected.
• Rule 3: Ticket creation requires Subject, Details, Urgency, and Location.
• Rule 4: New tickets are always created with status open.
• Rule 5: File attachments are optional, limited to 5 files, with 10 MB max per file.
• Rule 6: Non-staff users cannot set ticket status, assignment, or category.
• Rule 7: Internal notes are staff-only (manage_tickets) and are hidden from non-staff users.
• Rule 8: When staff posts a response to an open ticket, the system automatically changes status to in_progress.

4. UI Placement

1. Top header icon: Customer Service icon opens Tickets > My Tickets (/tickets/my-tickets).
2. Customer Support page: main landing page with request list and Create Support Request action.
3. Ticket form: Get Support page (/tickets/add) to submit a new request.
4. Ticket detail page: Support Request #<id> (/tickets/view/:id) to review status, history, and add responses.

5. How-To Guide (Step-by-Step)

Scenario A: Submit a new support request

1. Open the Customer Service icon in the header.
2. In Customer Support, click Create Support Request.
3. Complete:
   • Subject
   • Details
   • Urgency
   • Location
4. (Optional) Attach files (up to 5 files, 10 MB each).
5. Click Submit.
6. The request is created with status Open and appears in My Support Requests.

Scenario B: Follow up on an existing request

1. Go to Customer Support > My Support Requests.
2. Search or filter by status (Open, In Progress, Resolved, Closed).
3. Open the request with View Details.
4. Review the status banner and conversation history.
5. Add a response in Add Your Response and send it.
6. Continue the same thread until the issue is resolved.

Scenario C: Update your request details

1. Open the request detail page.
2. Click Update Request.
3. Edit subject/details.
4. Save changes.

6. What happens if…? (Edge Cases / FAQ)

• Q: What happens if I do not have any location access?

  • A: The form shows a location-access warning and the request cannot be submitted until at least one location is available to the user.

• Q: Can I view internal support notes?

  • A: No. Internal notes are visible only to users with manage_tickets.

• Q: What if my ticket is marked Resolved but I still need help?

  • A: You can still add a new response in the ticket thread to continue the conversation.