Support and Tickets
Product Factory includes a built-in support ticket system through the worker-support service. Users can create tickets, add messages, and track resolution status from their dashboard.
Ticket Lifecycle
User creates ticket (Open) → Admin reviews and replies → User may add follow-up messages → Admin resolves ticket (Closed) → User can reopen if needed (Open)Ticket Fields
| Field | Description |
|---|---|
ticket_id | Unique identifier |
user_id | Ticket creator |
subject | Brief description |
priority | low, medium, high, urgent |
status | open, in_progress, closed |
created_at | Creation timestamp |
Messages
Each ticket contains a thread of messages. Messages can be from the user or an admin:
| Field | Description |
|---|---|
message_id | Unique identifier |
ticket_id | Parent ticket |
sender_id | User or admin who sent the message |
sender_role | user or admin |
content | Message body |
Notifications
The support system generates notifications for:
- New ticket creation (ops webhook to Discord/Feishu)
- Admin reply (user notification)
- Ticket status change
Dashboard Integration
Users access their tickets at /dashboard/tickets in the web app. The ticket list shows status, priority, and last update time. Clicking a ticket opens the full message thread with a reply form.
Admin Management
Admins manage tickets through the admin console, where they can:
- View all tickets with filtering by status and priority
- Reply to tickets
- Change ticket status and priority
- View user context for the ticket creator
API Endpoints
See the Support API Reference for the complete endpoint documentation.