Support tickets flagship · round 2 (quiet pass)

Frank spends ~20% of his admin time here and approved A11·a (list · thread · context). Every status, colour, category, template, button label and wallet step below is the real one (TRUTH-TICKETS, 3.0_Backend origin/main 6787e7873, prod MCP 18 Oct). Order numbers are bare 4-digit ids. Owner = the shop; no staff assignee. Get AI Suggestion runs only on a click. Dotted = example; tagged = proposal / needs backend.

Inbox + ticket · 6 boards

  • T01 Inbox · Needs us (index) ★
  • T02 Ticket with an order (3-pane) ★
  • T03 Ticket without an order
  • T04 Open order → the order beside the thread
  • T10 Status change + undo toast
  • T18 How you’d use it (daily flows)

Composer · wallet

  • T05 Get AI Suggestion · the four states
  • T06 Composer · cite article, attachments, voice
  • T07 Saved reply → Enter Details
  • T08 Internal note (needs-backend ghost)
  • T09 Wallet · debit / credit ladder ★

New ticket · states · phone

  • T11 New ticket · /admin/tickets/new
  • T12 New ticket from the Orders list · Put Order On Hold
  • T13 Empty · inbox zero (live today)
  • T14 Loading
  • T15 Permission · read-only role
  • T16 Long strings + CJK
  • T17 Phone · /m/tickets (reply is a phone job)

Live prod counts (18 Oct)

880 all time · Resolved 426 · Closed 454 · Open / Pending 0
High 525 · Medium 195 · Low 160
Orders 316 · [Admin] Orders 277 · General Enquiry 186 · Feedback 52 · Web App 49

The page in one line

Needs us on the left · the original message first then the replies · a composer with Saved reply, Cite article, Get AI Suggestion (paid, on click), attach, record, Send to ‹shop› · a context column (Ticket · Shop · Order only when there is one · Wallet · Activity) that reflows, never floats.

Tags

proposalneeds backendAPI onlydotted = example value

Open questions

TICKETS-R1.md §Open questions · 1a/1b …