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Support System

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FriendAssKicker edited this page Jun 26, 2026 · 1 revision

Support System

The support module is a helpdesk ticketing system. It allows students to log technical, attendance, or program-related issues, access automated troubleshooting checklists before submitting requests, and message staff directly. It also features a "Golden Ticket" priority queue funded by user points.

Ticket Lifecycle

Support requests transition through the following states:

  • Pending: Default state upon submission. Appears in the active admin inbox.
  • In Review: Staff has opened the request and started investigating.
  • Resolved: The issue has been fixed. The resolution summary is shared with the user.
  • Rejected: Staff has declined the request (e.g., duplicate or invalid issue) and logged a rejection reason.
  • open / closed: Generic status layers used by integration handlers.

Key Schema Features

  • Follow-up Thread: A message thread between the student and staff. Admins can toggle a requestProof flag to prompt students to upload documents or screenshots.
  • Internal Notes: Staff-only annotations that are excluded from student API responses.
  • Status History: An immutable audit log documenting who changed the ticket status and when.

Troubleshooting Guidance

To reduce ticket load, students must view and interact with a troubleshooting checklist before submitting a ticket:

  • Classifications: internet, camera, microphone, device, power, other.
  • Checkpoint Verification: When a user selects an issue type, the UI presents a 4-step checklist (e.g., restarting routers, checking permissions).
  • Time Tracker: The system captures guidanceShownAt when the checklist is rendered. The API rejects submissions if the form is completed too quickly, ensuring the user actually read the troubleshooting steps.
  • Guidance Configs: The checklists are seeded dynamically in the AttendanceGuidance collection. Admins can update the text and steps for each category via the admin portal.

Golden Tickets (Expedited Priority)

"Golden Tickets" are premium, high-priority support requests:

  • SP Cost: Opening or converting a ticket to "Golden" costs a specific amount of Support Points (spCost deducted from the user's profile).
  • Staff Promotion: Staff can manually convert an urgent ticket into a Golden Ticket via: POST /api/admin/support/requests/:id/convert-to-golden
  • Guaranteed Response: Golden tickets bubble to the top of the admin inbox and send real-time alerts to staff channels (e.g. Discord).
  • Rejections & Cooldowns: If a Golden Ticket request is rejected by staff, the points are refunded, and a cooldown timestamp (goldenRejectionEndsAt) is set on the student's profile to prevent immediate resubmission.

Program Scoping

Tickets are scoped to specific cohorts:

  • batchId: Associates the ticket with a particular program run.
  • Dashboard Filters: Allows cohort program managers to filter the support queue for their own students while global administrators can view all tickets across the system.

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