Message thread and statuses

#393

After creation a ticket lives as a thread: a timeline of messages in chronological order. Along with user messages there are system records — they capture any changes to the ticket (status change, responsible assignment, watcher addition, order linkage).

Record types in the thread

  • Client message — a reply from the ticket author or from another user on the client/firm side.
  • Support message — a reply from a support staff member (internal or the ticket's responsible person).
  • System message — a service entry, shown in slightly different styling (smaller, without an avatar):
    • «Status: new → in progress»
    • «Responsible assigned: user #88»
    • «Watcher added: user #123»
    • «Order linked: #12345 ABC-12345»
    • «📨 Notified: user #N (email ✓, telegram ✗); …»

Ticket statuses

The base set of statuses:

  • New — the starting status. The ticket has not been picked up yet.
  • In progress — support has accepted the ticket; work is ongoing.
  • Waiting for client — support has asked a question and waits for the author to reply.
  • Resolved — support considers the question essentially closed. A final status.
  • Closed — the ticket is closed (e.g., after inactivity). A final status.
  • Rejected — the request was deemed not appropriate. A final status.

The set of statuses is now a configurable directory with a name and a color — it can be extended without any interface changes.

Who changes the status

  • The ticket author can move the ticket to intermediate statuses (for example, «resolved») from their side if support was waiting for confirmation.
  • Support staff can set any statuses, including the final ones («closed», «rejected»).

Changing a ticket status now requires an explanation: the text goes both as a comment into the conversation and into the change log — it is always clear who changed the status, when and why. Each status change is recorded in the thread as a system message and raises the ticket.status.changed event — subscribers receive a notification through their channels.

Reply composer

On the ticket page above the thread — the reply input. You can:

  • Write a text reply.
  • Attach files (one or several, via drag&drop or button).
  • Send — the message appears at the bottom of the thread; subscribers get the ticket.message.added event.

Read mark

When you open a ticket, all notifications about it in the in-system feed that relate to you are automatically marked as read. The bell 🔔 counter decreases.

Related topics