Support Tickets

Support provides admin visibility into tickets created by therapists and parents from the mobile app. Admins can view ticket details and resolve/close tickets after handling them externally through direct communication.

Roles & Permissions

• Admin: view all tickets, resolve/close tickets
• No multi-admin or admin-user roles
• No chat/comments/assign/progress features

Ticket Model

• id, subject, category, priority, status (OPEN | RESOLVED | CLOSED), created_by (therapist/parent), created_at, updated_at, resolved_at
• No comments, assignments, or progress tracking

UI Flows

List & Filter

const filtered = tickets
  .filter((t) => !status || t.status === status)
  .filter((t) => !category || t.category === category)
  .filter((t) => !priority || t.priority === priority)
  .filter(
    (t) => !query || t.subject.toLowerCase().includes(query.toLowerCase()),
  );

Ticket Management

1. View Tickets: Admins see all tickets created by therapists/parents from mobile app
2. External Resolution: Admin team communicates directly with users outside the platform
3. Status Update: Admin marks tickets as RESOLVED or CLOSED after external handling
4. No Internal Communication: No chat, comments, or assignment features within the platform

Data Model

• Support Ticket: id, subject, category, priority, status (OPEN | RESOLVED | CLOSED), created_by (therapist/parent user_id), created_at, updated_at, resolved_at
• No Comments: No internal communication or comment system
• No Assignments: No multi-admin or assignment features
• No Progress Tracking: Simple status-based workflow

GraphQL Contracts

import { gql } from '@apollo/client';

// View Tickets (Admin only)
export const LIST_TICKETS = gql`
  query SupportTickets($filter: SupportTicketFilter!) {
    supportTickets(filter: $filter) {
      id
      subject
      category
      priority
      status
      created_by
      created_at
      updated_at
      resolved_at
    }
  }
`;

export const GET_TICKET_DETAILS = gql`
  query TicketDetails($id: ID!) {
    supportTicket(id: $id) {
      id
      subject
      category
      priority
      status
      description
      created_by {
        id
        name
        role
      }
      created_at
      updated_at
      resolved_at
    }
  }
`;

// Update Status (Admin only)
export const RESOLVE_TICKET = gql`
  mutation ResolveTicket($input: ResolveSupportTicketInput!) {
    resolveSupportTicket(input: $input) {
      success
      message
      data {
        id
        status
        resolved_at
      }
    }
  }
`;

export const CLOSE_TICKET = gql`
  mutation CloseTicket($input: CloseSupportTicketInput!) {
    closeSupportTicket(input: $input) {
      success
      message
      data {
        id
        status
        resolved_at
      }
    }
  }
`;

Validation & Rules

• Subject: required, 3–140 chars
• Category: required, predefined list
• Priority: one of LOW/MEDIUM/HIGH
• Status transitions: OPEN → RESOLVED → CLOSED (no reverse)
• Only admins can resolve/close tickets
• Tickets created by therapists/parents from mobile app only

Troubleshooting

• "Cannot view tickets": verify admin role and permissions
• "Cannot resolve ticket": ensure you have admin access
• "Ticket not found": verify ticket exists and is not deleted
• "Status update failed": check if ticket is already closed

Mapping Table

Action	Operation
List Tickets	supportTickets(filter)
View Details	supportTicket(id)
Resolve	resolveSupportTicket(input)
Close	closeSupportTicket(input)