Helpdesk Phase A In-progress
Helpdesk gives merchants a complete customer-support workspace: customers raise support tickets, agents work them through a tracked lifecycle, SLA policies keep response times honest, and a knowledge base plus satisfaction surveys close the loop. It is used by customers, support agents, and support managers.
WARNING
Status reality check. The backend (@nx/helpdesk) is largely written — full domain model, ticket lifecycle, SLA workers, assignment, knowledge base, surveys — but the package's TypeScript build currently fails (a dead assignTicketUseCase reference). Nothing is deployable or verifiable end-to-end until that is repaired, so capabilities below are marked In-progress rather than Built. See the Status & Roadmap.
1. Identity
| Property | Value |
|---|---|
| Module ID | CORE-13 |
| Tier | Core |
| Status | In-progress |
| Phase | P1 (Tickets + SLA), P2 (Knowledge Base + Surveys), P3 (Advanced Automation) |
| Priority | MEDIUM |
| Primary users | Customer · Support Agent · Support Manager |
2. Purpose & Scope
| Included | Excluded |
|---|---|
| Support ticket lifecycle (create → resolve → close) | AI-assisted reply suggestions (future) |
| Threaded messages: customer, agent, internal notes | Predictive SLA breach warning (future) |
| File attachments on messages | Omni-channel intake (email, Zalo OA, Messenger) |
| Ticket categories, priorities, tags | Customer-facing self-service portal (future) |
| SLA policies, per-ticket tracking, multi-level escalation | SLA reporting dashboards (Reports module) |
| Agent profiles, groups, and routing rules | Issuing user accounts / login (User Management) |
| Knowledge base articles + feedback | |
| CSAT / NPS / CES surveys, feature-request voting | |
| Real-time + email notifications |
3. Capabilities
| Capability | What the user can do | Status |
|---|---|---|
| Ticket management | Create, assign, message, resolve, and close support tickets through an 8-state lifecycle | In-progress |
| Internal notes | Agents collaborate on a ticket privately; customers never see internal notes | In-progress |
| SLA tracking | Define response/resolution targets per priority; the system warns before and flags after a breach | In-progress |
| Auto-assignment | Route new tickets to the best available agent via configurable strategies | In-progress |
| Escalation | Multi-level (L1→L2→L3) auto-escalation on SLA breach, plus manual escalation | In-progress |
| Agent management | Profiles, availability status, skills, groups, and workload caps | In-progress |
| Knowledge base | Publish articles customers can read and rate to self-serve | In-progress |
| Surveys & feedback | Trigger CSAT/NPS/CES after resolution; collect feature requests with voting | In-progress |
| Compensation | Issue store credit, voucher, refund, or discount on a ticket | In-progress |
| Notifications | Real-time (WebSocket) and email alerts on ticket events, with preferences | In-progress |
4. Module Dependencies
| Depends on | Why |
|---|---|
| User Management | Customer and agent accounts; agents are users linked to a merchant |
| Commerce | Merchant scope and order/product context used to enrich a ticket |
| Signal (real-time) | Delivers live ticket updates to agents and customers |
| Reports | Consumes SLA-compliance and satisfaction data |
5. Backend Packages
Implementation detail lives in the developer docs — this section only maps the module to the service that powers it.
| Package | Role | Developer docs |
|---|---|---|
@nx/helpdesk | Owns the entire helpdesk domain: tickets, SLA, assignment, knowledge base, surveys, notifications | helpdesk |
The package's build is currently broken — see the developer Operations → Known Issues.
6. Key User Flows
7. Roles & Permissions
| Role | Can | Cannot |
|---|---|---|
| Customer | Submit and reply to own tickets, confirm resolution, read/rate articles, submit feature requests | See internal notes, view other customers' tickets |
| Support Agent | View assigned tickets, reply, add internal notes, change status, add tags, issue compensation | Configure SLA policies or assignment rules |
| Support Manager | All agent actions, plus configure SLA policies, assignment rules, categories; manually escalate | Cross-merchant access |
8. Status & Roadmap
Module status: In-progress. The code for P1 and most P2 exists but the package does not currently build, so no capability is verifiable as shipped. Phases below describe the intended delivery sequence.
| Phase | Capabilities |
|---|---|
| P1 | Ticket CRUD + lifecycle, threaded messages, internal notes, SLA policies + tracker, auto-assignment, agents/groups, escalation, audit trail, real-time notifications, compensation |
| P2 | Resolution confirmation, knowledge base + feedback, CSAT/NPS/CES surveys, feature-request voting, email notifications + preferences, agent performance metrics |
| P3 | AI-suggested replies, predictive SLA breach, customer self-service portal, omni-channel intake, ML-assisted skill routing |
9. Related Pages
- URD
- Test Cases
- PRDs
- Developer docs:
@nx/helpdesk - Related modules: User Management · Commerce · Reports