Ticket workflow

Numbers and identity

Customer-facing references are immutable positive numbers such as #123. D1 allocates them across the instance and never reuses a deleted number. Search accepts 123 or #123. The UUID id still identifies API routes/relationships; creation returns both UUID ticketId and numeric ticketNumber.

Assignment

The customer selects a product ticket type. Routing walks up to the nearest configured ancestor team, then falls back to the tenant's default team. Within the team, pending ticket count sorts ascending and agent level descending. Administrators can be support agents too.

Acceptance/assignment starts processing. Reassignment requires the relevant permission and an eligible active agent; ordinary agents can reassign within their current team only when that team's policy allows it. Escalation looks for a higher-level active agent in the current team.

State transitions

Action	Result
Accept a new ticket	processing
Public agent reply	replied, awaiting customer feedback
Customer reply to a replied ticket	processing
Escalate an open ticket	escalated
Manual or configured inactivity closure	closed
Reopen a closed ticket	processing

A direct transition to replied, including bulk or MCP updates, requires an existing public agent reply. Closed tickets reject customer replies; staff can still add internal notes and reopen them. Closed tickets cannot be escalated without reopening.

SLA and inactivity

Configure accept and first-reply minutes separately for each priority. Accept SLA starts at creation; unassigned tickets have no reply deadline. Assignment, reassignment and escalation start/reset reply SLA. The first public agent reply clears it; later customer replies do not revive a completed first-reply SLA. Only deadlines valid for the current state count as overdue.

The five-minute cron sends a warning once within 30 minutes of a deadline, or at breach if no warning was sent earlier. Product autoCloseMinutes closes inactive tickets in replied; null disables auto-close. Cron scheduling means closure is not guaranteed at the exact configured second.

Replies and closure

Both surfaces use the shared rich-text editor. Replies store plain content and sanitized contentHtml; Markdown is not the reply format. Inline images are PNG/JPEG/GIF/WebP, verified by bytes, at most 5 MB each; SVG is rejected. Public R2 image URLs are unguessable so email clients can load them. Internal notes remain private and never invoke customer-facing translation.

Single/bulk closure and MCP closure default to notifying the customer. Set notifyCustomer: false to omit only the customer's closure email; staff policies and closure history still run. Stale concurrent closure requests emit no second closure event. Automatic closure retains its normal notification behavior.

Workspace controls

Sorting supports priority first, updated time in either direction and created time in either direction, before pagination with numeric tie breakers. The URL persists the choice. Changing sort resets page and bulk selection. Use top-search suggestions to open a ticket directly; Enter opens the full search results.