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Support Tickets

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SECTION 22A — CUSTOMER SUPPORT & TICKET SYSTEM

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22A.1 Overview

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22A.2 Who Can Raise Tickets

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22A.3 Ticket Creation Flow

1. User navigates to their RBAC Dashboard → Settings → Support → “Create New Ticket.”
2. Fills in the ticket form:

3. On submission:
   • Ticket is created with status: open.
   • Super Admin receives:
     • Email notification: “New support ticket #{ticket_number} from [{Role}] [{User Name}] ({Organisation Name}): [{Subject}]”
     • In-app notification in the Super Admin dashboard.
   • User receives: Confirmation email + in-app notification: “Your support ticket #{ticket_number} has been submitted. We will respond as soon as possible.”

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22A.4 Ticket Lifecycle States

open → in-progress → awaiting-user-response → in-progress → resolved → closed
                                             ↘ escalated → in-progress → resolved → closed
open → resolved (direct resolution) → closed

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Auto-Close Policy

• Resolved tickets are automatically closed after 3 days with no further user response.
• The user receives a reminder notification at day 2: “Your support ticket #{ticket_number} was marked as resolved. It will be automatically closed tommorow. If the issue persists, please reopen the ticket.”

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22A.5 Ticket Communication Thread

• Thread messages support: plain text (max 2000 chars per message) and file attachments (max 3 files, max 10MB each per message).
• Each message displays: author name, role badge, timestamp, message body, and attachments (if any).
• The ticket creator and Super Admin can both add messages.
• Visibility: Only the ticket creator and the Super Admin can see the ticket’s conversation thread. No other role has access to another user’s tickets.
• Email forwarding: Each new message in the thread triggers an email notification to the other party, including the message body in the email for convenience.

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22A.6 Super Admin Ticket Dashboard

• Inbox view: All tickets ordered by priority (critical first), then creation date (oldest first within each priority).
• Tabs: Open, In Progress, Awaiting Response, Escalated, Resolved, Closed.
• Filters: Category, priority, role of reporter, Organisation, date range.
• Search: Full-text search across ticket subjects and descriptions.
• Bulk actions: Mark multiple tickets as resolved, change priority, reassign category.

• Reply (add message to thread)
• Change status
• Change priority
• Add internal note (visible only to Super Admin, not to the ticket creator — for personal bookkeeping)
• Link to related tickets
• Export ticket thread as PDF

• Total open tickets (by priority breakdown)
• Average resolution time (by category)
• Tickets created this week / month
• Most common categories (bar chart)

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22A.7 Ticket from Settings UI

• Teacher: Account Settings → Support → My Tickets (list) + “Create New Ticket”
• Editor: Account Settings → Support → My Tickets (list) + “Create New Ticket”
• Sub-member: Account Settings → Support → My Tickets (list) + “Create New Ticket”

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22A.8 Data Retention

• Ticket data (including conversation threads and attachments) follows the same retention and archival policy as audit logs (see Section 8.0.3).
• The Super Admin can manage ticket data deletion through the same audit log deletion interface.
• Before deletion: ticket data is archived to Google Drive and exportable as CSV/PDF.
• Ticket attachments are stored in the application’s file storage and follow the same archival lifecycle.