# Communication & Support

## 1. Tickets

### Description
The ticket system provides a structured way for users to request support, report issues, or initiate processes that require staff intervention, ensuring that all requests are tracked and resolved efficiently.

### UI Requirements

- Ticket creation form with type selection and priority
- Ticket listing with status indicators and filtering
- Detailed ticket view with comment thread
- File attachment capability with preview
- Status and workflow progress indicators
- Related ticket suggestions
- Search functionality across tickets
- Sorting and filtering options

### Functional Requirements

- Ticket creation with:
  - Type selection (support, technical, billing, etc.)
  - Subject and description fields
  - Priority selection
  - Attachment upload
- Ticket workflow management:
  - +- evert flow will be managed this way
  - Status tracking (open, in progress, resolved, etc.)
  - Assignment to staff members
  - SLA tracking and escalation
  - Workflow steps based on ticket type
- Comment system:
  - Rich text formatting (markdown)
  - @mentions for staff or departments
  - File attachments
  - Internal notes (staff only)
- Notification system for ticket updates
- Ticket linking and relationship management
- Knowledge base integration for suggested solutions
- Satisfaction surveys upon resolution
- Linking to RWDA, Companies (Entities), Voting Request, ...

### Data Requirements
- Ticket metadata (type, subject, priority, etc.)
- Ticket status and history
- Comment thread
- File attachments (need generic way how to deal with files, the webdav?)
- Workflow configuration by ticket type
- SLA definitions and tracking data
- User and staff assignment information


## 2. Inbox

### Description
The inbox system provides a centralized communication channel between users and the Digital Freezone platform, enabling efficient information exchange and notification delivery.

### UI Requirements
- Message listing with unread indicators
- Message categorization with visual labels
- Message detail view with threaded replies
- Compose interface with formatting options (*)
- Search and filter functionality (*)
- Attachment handling with preview (*)
- Bulk action capabilities (mark read, archive, etc.) (*)
- Mobile-responsive design for on-the-go access (*)

### Functional Requirements

- Message reception from system and staff
- Message composition and replies
- Message categorization with labels (*)
- Attachment handling (upload and download) (*)
- Search across message content and metadata (*)
- Filtering by date, sender, label, etc. (*)
- Read/unread status tracking
- Message archiving and deletion (*)
- Integration with ticket system (comments appear in inbox)

## 3. Actions

> TODO: maybe this is part of the ticketing system?

### Description

The actions system provides users with a clear overview of tasks that require their attention or input, ensuring that workflow processes progress efficiently and users are aware of their responsibilities.

### UI Requirements (*)

- Action center dashboard with priority indicators
- Action cards with clear descriptions and deadlines
- Filtering and sorting options
- Calendar view for deadline management
- Completion tracking with progress indicators
- Related entity links (tickets, RWDAs, etc.)
- Mobile notifications for urgent actions
- Historical view of completed actions

### Functional Requirements (*)

- Action creation based on workflow triggers
- Action assignment to specific users
- Deadline setting and tracking
- Priority assignment and escalation
- Action completion verification
- Dependency management between actions
- Reminder generation for approaching deadlines
- Action delegation (if permitted)
- Audit trail of action history
- Reporting on action completion rates