Support & Helpdesk Module

Complete customer support solution with public portal for customers and helpdesk for agents.

Two interfaces: The Support Portal (app.proign.com/[tenant]/support) is customer-facing, while the Helpdesk (www.proign.com/tenants/[slug]/support) is for your team to manage tickets.

Support Portal (Customer-Facing)

Public portal where customers can:

Submit support tickets without login
Track existing tickets via email + ticket number
Search knowledge base articles
Reply to tickets and add attachments
Rate support quality when ticket closes

Portal URL

# Default portal
https://app.proign.com/[tenant]/support

# Custom domain (configured in settings)
https://support.yourdomain.com

Helpdesk (Agent Interface)

Internal interface for your support team to:

View and manage all tickets
Assign tickets to agents
Reply to customers
Set priority and status
Track SLA and response times
View performance metrics

API Integration

Integrate support functionality into external systems like canik.com or counter.canik.com:

Create Ticket (Public)

POST https://www.proign.com/api/tenants/[tenant]/support/public/tickets
Content-Type: application/json

{
  "email": "customer@example.com",
  "name": "John Customer",
  "subject": "Product inquiry",
  "description": "I have a question about my order...",
  "category_id": "cat_123",              // optional
  "priority": "medium",                   // low, medium, high, urgent
  "source_module": "rewards",             // optional - which module created it
  "metadata": {                           // optional custom data
    "order_id": "ORD-123",
    "product_sku": "ABC-456"
  },
  "turnstile_token": "<token>"            // required if Turnstile enabled
}

// Response
{
  "ticket_number": "TKT-2024-001234",
  "access_token": "guest_abc123...",      // for ticket lookup
  "message": "Your support ticket has been created."
}

Ticket Lookup (Guest)

GET https://app.proign.com/[tenant]/support/tickets/[ticket_number]?token=[access_token]

// Response
{
  "ticket_number": "TKT-2024-001234",
  "subject": "Product inquiry",
  "status": "in_progress",
  "priority": "medium",
  "created_at": "2024-01-10T12:00:00Z",
  "messages": [
    {
      "from": "customer",
      "message": "I have a question...",
      "created_at": "2024-01-10T12:00:00Z"
    },
    {
      "from": "agent",
      "message": "Thank you for contacting us...",
      "created_at": "2024-01-10T14:30:00Z"
    }
  ]
}

List Tickets (Authenticated)

# Requires API key or JWT cookie
GET https://www.proign.com/api/tenants/[tenant]/support/tickets
X-API-Key: pk_live_xxx

// Query parameters
?status=open,in_progress       // filter by status
&priority=high,urgent          // filter by priority
&assigned_to=agent_id          // filter by agent
&category_id=cat_123           // filter by category
&search=keyword                // search subject/description
&page=1&limit=50               // pagination

// Response
{
  "data": [...tickets],
  "meta": { "page": 1, "limit": 50, "total": 234 }
}

Ticket Details & Messages

# Get ticket details
GET /api/tenants/[tenant]/support/tickets/[ticketId]

# Update ticket (status, priority, assignment)
PATCH /api/tenants/[tenant]/support/tickets/[ticketId]

# List messages
GET /api/tenants/[tenant]/support/tickets/[ticketId]/messages

# Add message/reply
POST /api/tenants/[tenant]/support/tickets/[ticketId]/messages

Public Ticket Lookup

# Lookup ticket by number + access token
POST /api/tenants/[tenant]/support/public/tickets/lookup
{
  "ticket_number": "TKT-2024-001234",
  "access_token": "guest_abc123..."
}

# Get public ticket messages
GET /api/tenants/[tenant]/support/public/tickets/[ticketNumber]/messages

# Reply to public ticket
POST /api/tenants/[tenant]/support/public/tickets/[ticketNumber]/messages

Attachments

# Public attachment upload (for ticket creation)
POST /api/tenants/[tenant]/support/public/attachments

# Authenticated attachment operations
POST /api/tenants/[tenant]/support/attachments
GET /api/tenants/[tenant]/support/attachments/[attachmentId]
DELETE /api/tenants/[tenant]/support/attachments/[attachmentId]

Helpdesk Configuration

# Get/update helpdesk settings
GET /api/tenants/[tenant]/support/helpdesk
PUT /api/tenants/[tenant]/support/helpdesk

# Email domain configuration
GET /api/tenants/[tenant]/support/email-domain
POST /api/tenants/[tenant]/support/email-domain    # Register domain
PUT /api/tenants/[tenant]/support/email-domain     # Verify domain
DELETE /api/tenants/[tenant]/support/email-domain  # Remove domain

AI Features

# AI ticket triage (auto-categorize, suggest priority)
POST /api/tenants/[tenant]/support/ai/triage

# AI suggest response
PUT /api/tenants/[tenant]/support/ai/triage

Global Endpoints

# Get user's tickets across all tenants
GET /api/support/my-tickets

# Inbound email webhooks
POST /api/support/inbound-email    # Resend/Cloudflare
POST /api/support/email-webhook    # Microsoft 365

Ticket Sources

Tickets can originate from multiple sources, tracked via source_module:

Source	Description
`support`	Support portal web form
`rewards`	Dealer rewards portal
`aftersale`	Warranty/RMA related
`fulfillment`	Order/shipping issues
`email`	Inbound email
`api`	External API integration

Email Integration

Configure email handling for your support domain:

Inbound - Emails to support@yourdomain.com create tickets
Outbound - Replies sent from your domain (not @proign.com)
Threading - Email replies update existing tickets

Configuration

Configure in Tenant Settings → Support:

Categories - Define ticket categories
Email Domain - Custom from address
Branding - Logo, colors, portal name
SLA Rules - Response time targets
Auto-Assignment - Route tickets to agents
Turnstile - CAPTCHA for spam protection

API Authentication

API keys for external integrations

Webhooks

Get notified when tickets change