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AnglinAI Docs

Help Desk Ticketing System - Stage 2 Complete

What’s Included

Ticket System Core

  • Complete ticket data model with Firestore integration
  • File upload and attachment handling with Firebase Storage
  • Ticket creation, viewing, and management functionality
  • Status tracking and updates
  • Priority levels and location tracking

Ticket Communication

  • Conversations with threaded replies
  • Private notes for support staff
  • Markdown support for rich text formatting
  • File attachments for both tickets and replies
  • Assignment system for technicians

Ticket Listings

  • My Tickets view for users
  • All Tickets view for support staff
  • Status filtering and sorting
  • Visual indicators for priority and status

Email Notifications

  • Notification system for ticket creation
  • Notification for ticket replies
  • Status change notifications
  • Support for handling private notes (not sent via email)

Components Created/Updated

  • Ticket types and interfaces
  • Firestore database services
  • Email notification service
  • Ticket form with validation
  • Ticket detail view with conversation thread
  • Ticket listing with filtering

Next Steps (Stage 3)

  1. User management system for administrators
  2. Role-based permissions and access control
  3. Configuration settings for company info and support details
  4. Data export functionality
  5. User profile management

Development

To start the development server:

Terminal window
npm run dev

Open http://localhost:3000 to view the application.

Important Notes

  • Email notifications are currently simulated (logged to console)
  • In a production environment, you would integrate with a real email service or use Firebase Extensions
  • To fully implement the email functionality, you would need to set up Google Pub/Sub or a similar service