Support Desk & Ticketing System

The Multi-Tenant Support System provides an integrated communication channel between business tenants and the SuperAdmin support staff.

Key Capabilities

Tenant Support Workspace (/support):
- Header Banner: Dynamic brand gradient (linear-gradient(135deg, var(--brand), var(--brand-dark))) with + New Ticket button.
- 4 KPI Metric Cards: Visual count of tickets by state: Open (brand red), Pending (amber), Resolved (green), and Closed (slate).
- Status Filter Tabs: Quick filter pills for All, Open, Pending, Resolved, and Closed.
- Ticket Data Table: Displays Ticket ID (e.g. TKT-000001), Subject, Category, Priority badge, Status indicator, Last Activity date, and View conversation button.
- Empty State: Interactive fallback illustration when no tickets exist with direct + New Ticket trigger.
Create Ticket Flow (/support/new):
- Subject & Description: Detailed issue summary.
- Category Selection: Choose from Bug Report, Technical Support, Billing Issue, Feature Request, or Account Issue.
- Priority Classification: Tag urgency as Low, Medium, High, or Urgent.
- Attachment Uploader: Attach diagnostic screenshots or documents (up to 10 MB).
Conversation & Reply Timeline (/support/:id):
- Ticket metadata summary bar displaying category, priority badge, current status, and created timestamp.
- Chronological message history with distinct styling for Customer (slate) and Support Staff (brand red).
- Instant reply composer to send messages back to the support team.
- Self-service Close Ticket / Reopen Ticket action controls.
SuperAdmin Support Desk (/admin/support):
- Platform-wide ticket oversight across all customer organizations.
- Open Ticket for Tenant (/admin/support/new): SuperAdmin can select any tenant organization from a dropdown and create a support ticket on their behalf.
- Staff Response Composer (/admin/support/:id): Official support staff replies directly visible in the customer's portal.
- Status Lifecycle Control: Instant status updater (Open ➔ Pending ➔ Resolved ➔ Closed).