The technical support system on the platform. Any user can open a «ticket» — a support request: a question about an order, a problem with a part, a general question. Tickets live in a single database and are accessible from four places:
Notifications about new replies and status changes are delivered to: email, Telegram/Viber, in-system (bell), on the platform site. Each user configures channels and events themselves in the gear ⚙.
A ticket can be created from any entry point. When created from an order or a part in newgo, technical data is attached automatically: an SVG sketch of the part and a JSON dump of its parameters — this greatly reduces ba…
OpenThe bell 🔔 in the header shows unread notifications (in-system feed). The gear ⚙ — the settings: which delivery channels to use (email, Telegram, Viber, in-system) and which events to receive notifications for (new ticke…
OpenFour entry points to the ticket system. All work with one shared database — a ticket created from the wrench icon in newgo is visible on the /tickets main page and in the bot, and vice versa.
OpenAfter creation a ticket lives as a thread of messages. Statuses change (new → in progress → closed), a responsible person from support is assigned, watchers are added, an order is linked. System messages «📨 Notified: …» …
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