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.