Skip to content
RockStarUI Docs

Ticket Detail Workspace

Page structure

Section titled “Page structure”
  • Header with ticket number, status badge, priority badge
  • Primary action (Resolve Ticket)
  • Secondary actions (Archive/Unarchive/Delete Permanently/Download JSON)
  • Conversation timeline (public messages + support events + internal notes timeline entries)
  • Reply composer with optional macro picker
  • Right sidebar panels: Assignment & Priority, Customer Context, Linked Order, Internal Notes

Timeline model

Section titled “Timeline model”
  • Public messages: Customer and agent public chat entries in chronological order.

Support events

Section titled “Support events”
- Ticket was closed
- Ticket archived
- Ticket unarchived
- Assignment changed
- Priority changed
- Internal note deleted
- Customer blocked from ticket submission
- Customer unblocked for ticket submission
  • Internal notes: Private notes are shown both in the Internal Notes panel and in the timeline stream.
  • Note deletion behavior: Deleting a note does NOT remove the original timeline entry. It marks note metadata with removedAt/removedBy and adds a separate support-event entry.

Key behaviors

Section titled “Key behaviors”
  • Resolve flow
    • Details:
      • Sets ticket status to resolved and resolvedAt timestamp.
      • Adds a public auto-resolve reply (macro-style message).
      • Adds private support event ‘Ticket was closed.’
      • Attempts customer email delivery with the same resolved message.
      • Prevents duplicate backfill by checking existing resolved notice/event metadata.
  • Reply flow
    • Details:
      • Public reply requires canReplyPublic permission.
      • Archived tickets reject public replies.
      • On send, ticketService.addMessage auto-updates status to awaiting_customer.
      • Customer email is attempted; failures return warning banner but chat message is still saved.
  • Internal notes
    • Details:
      • Add note requires canAddPrivateNotes.
      • Remove note is soft-delete metadata marking, not hard delete.
      • After successful add note, note input is cleared.
      • After remove note, page revalidates and timeline reflects removal event.
  • Assignment and priority
    • Details:
      • Assignment change requires canAssignTickets.
      • Priority change requires canAssignTickets OR canResolveTickets.
      • Changes generate support event entries for audit context.
  • Customer controls
    • Details:
      • Block/unblock customer ticket submission requires canAssignTickets OR canResolveTickets.
      • State is stored in CustomerTicketBlock table.
      • Actions create support-event timeline entries and update sidebar badge.
  • Lifecycle controls
    • Details:
      • Archive requires assign/resolve capability.
      • Unarchive sets status back to open.
      • Permanent delete allowed only when ticket is archived.
      • Delete permanently removes ticket + all messages + ticket views in a transaction.
  • Download JSON
    • Details:
      • Action export_ticket_json returns full ticket payload with messages, parsed AI metadata, views, agents, and export metadata.
      • Browser creates a downloadable JSON file named with ticket number and timestamp.

Macro support

Section titled “Macro support”
  • Source: Macros from Macros section (ensureDefaultMacros)
  • Behavior: Selecting and applying macro appends template text into the reply editor.

Template variables

Section titled “Template variables”
- {{customer_name}}
- {{order_number}}
- {{ticket_number}}
  • Resolution: Variables are resolved from available ticket and customer context before message send.

Real time behavior

Section titled “Real time behavior”
  • Auto revalidate: Every 5 seconds when tab is visible and no form is currently submitting.
  • Focus refresh: Revalidates on window focus and visibility return.
  • Timeline scroll: Auto-scrolls to newest timeline item after updates.

Permissions summary

Section titled “Permissions summary”
  • Reply to customers (canReplyPublic)
  • Add/remove private notes (canAddPrivateNotes)
  • Resolve tickets (canResolveTickets)
  • Assign tickets (canAssignTickets)
  • Combined assign/resolve enables archive and customer blocking controls

Store owner notes

Section titled “Store owner notes”
  • This page is the single source of truth for ticket audit history because it keeps support events and internal-note removal markers.
  • Download JSON is suitable for compliance exports or escalation handoffs.
  • Email delivery depends on your store notification setup and customer email availability; chat save and email send are intentionally decoupled.