Admin — support tickets

Summary

Support-ticket queue with assignment, status, and reply thread. Web-only by design.

How a reply reaches the user

The in-app settings surface (.context/designs/web/settings/support.html) shows a status list with no thread, so an admin reply is delivered by email, not in-app. The send is not gated on notification preferences — the user opened the ticket, and silencing the answer would strand them. reply-to is support@chitragupt.ai, so a user replying by email reaches a human mailbox; there is no inbound email-to-ticket parser, by decision.

Ticket status is open → in_progress (first admin reply) → resolved. Those are the three pills the wireframe shows and the only three values the schema accepts.

Two SLA clocks run on a ticket. sla_approaching marks the internal per-priority first-response target passing; sla_breached marks the public 7-working-day promise passing (copy-strings COPY.SUPPORT-SLA). dailySupportTicketSlaCheck stamps both.

Raw wireframe

• .context/designs/web/admin/support-tickets.html

Copy

(verbatim user-visible strings TBD — see wireframe)

Flows that touch this surface

(none yet — populate when flows migrate)

Entities referenced

• pillar-admin
• copy-strings
• 2026-06-24-sla-7-working-days
• 2026-09-11-support-desk-stays-in-house

Sources

• .context/wiki/surfaces/* § "/admin"
• .context/designs/web/admin/support-tickets.html