111 lines
3.7 KiB
Markdown
111 lines
3.7 KiB
Markdown
# Communication & Support
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## 1. Tickets
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### Description
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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.
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### UI Requirements
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- Ticket creation form with type selection and priority
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- Ticket listing with status indicators and filtering
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- Detailed ticket view with comment thread
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- File attachment capability with preview
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- Status and workflow progress indicators
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- Related ticket suggestions
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- Search functionality across tickets
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- Sorting and filtering options
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### Functional Requirements
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- Ticket creation with:
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- Type selection (support, technical, billing, etc.)
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- Subject and description fields
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- Priority selection
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- Attachment upload
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- Ticket workflow management:
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- +- evert flow will be managed this way
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- Status tracking (open, in progress, resolved, etc.)
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- Assignment to staff members
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- SLA tracking and escalation
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- Workflow steps based on ticket type
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- Comment system:
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- Rich text formatting (markdown)
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- @mentions for staff or departments
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- File attachments
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- Internal notes (staff only)
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- Notification system for ticket updates
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- Ticket linking and relationship management
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- Knowledge base integration for suggested solutions
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- Satisfaction surveys upon resolution
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- Linking to RWDA, Companies (Entities), Voting Request, ...
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### Data Requirements
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- Ticket metadata (type, subject, priority, etc.)
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- Ticket status and history
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- Comment thread
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- File attachments (need generic way how to deal with files, the webdav?)
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- Workflow configuration by ticket type
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- SLA definitions and tracking data
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- User and staff assignment information
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## 2. Inbox
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### Description
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The inbox system provides a centralized communication channel between users and the Digital Freezone platform, enabling efficient information exchange and notification delivery.
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### UI Requirements
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- Message listing with unread indicators
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- Message categorization with visual labels
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- Message detail view with threaded replies
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- Compose interface with formatting options (*)
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- Search and filter functionality (*)
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- Attachment handling with preview (*)
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- Bulk action capabilities (mark read, archive, etc.) (*)
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- Mobile-responsive design for on-the-go access (*)
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### Functional Requirements
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- Message reception from system and staff
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- Message composition and replies
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- Message categorization with labels (*)
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- Attachment handling (upload and download) (*)
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- Search across message content and metadata (*)
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- Filtering by date, sender, label, etc. (*)
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- Read/unread status tracking
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- Message archiving and deletion (*)
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- Integration with ticket system (comments appear in inbox)
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## 3. Actions
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> TODO: maybe this is part of the ticketing system?
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### Description
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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.
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### UI Requirements (*)
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- Action center dashboard with priority indicators
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- Action cards with clear descriptions and deadlines
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- Filtering and sorting options
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- Calendar view for deadline management
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- Completion tracking with progress indicators
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- Related entity links (tickets, RWDAs, etc.)
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- Mobile notifications for urgent actions
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- Historical view of completed actions
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### Functional Requirements (*)
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- Action creation based on workflow triggers
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- Action assignment to specific users
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- Deadline setting and tracking
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- Priority assignment and escalation
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- Action completion verification
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- Dependency management between actions
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- Reminder generation for approaching deadlines
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- Action delegation (if permitted)
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- Audit trail of action history
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- Reporting on action completion rates
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