Ticket Service

A comprehensive ticketing/helpdesk microservice for the Minisource platform.

Features

Core Features

• Multi-tenant Support: Full tenant isolation for all data
• Ticket Management: Create, update, assign, transfer, and close tickets
• Department & Category Organization: Hierarchical departments and categories
• SLA Management: Configurable SLA policies with priority-based response/resolution times
• Agent Management: Agent roles, skills, availability, and workload management
• Canned Responses: Pre-defined responses for common queries

Ticket Features

• Multiple ticket sources (web, email, phone, chat, API, social, widget)
• Multiple ticket types (question, incident, problem, feature request, task)
• Priority levels (low, medium, high, urgent, critical)
• Status workflow (open → in progress → pending → resolved → closed)
• Auto-assignment (round-robin, load-balanced, skill-based)
• Ticket transfer between departments
• Customer satisfaction rating
• File attachments
• Custom fields
• Tags and labels
• Related tickets
• Watchers

Communication

• Customer replies
• Agent replies
• Internal notes (private)
• System messages
• Auto-replies

Admin Features

• Dashboard with statistics
• Bulk operations (assign, status change, priority change, transfer, delete)
• SLA breach monitoring
• Due soon tickets
• Unassigned tickets queue
• Agent performance metrics

API Endpoints

Health

• GET /health - Health check
• GET /ready - Readiness check
• GET /live - Liveness check

Tickets (Customer/User)

• POST /api/v1/tickets - Create ticket
• GET /api/v1/tickets - List tickets
• GET /api/v1/tickets/:id - Get ticket
• GET /api/v1/tickets/number/:number - Get ticket by number
• PATCH /api/v1/tickets/:id - Update ticket
• DELETE /api/v1/tickets/:id - Delete ticket
• PATCH /api/v1/tickets/:id/status - Change status
• POST /api/v1/tickets/:id/rate - Rate ticket
• GET /api/v1/tickets/:id/messages - Get messages
• POST /api/v1/tickets/:id/messages - Add message
• GET /api/v1/tickets/:id/history - Get history
• GET /api/v1/tickets/stats - Get statistics
• GET /api/v1/customers/:customer_id/tickets - Get customer tickets

Tickets (Agent)

• POST /api/v1/tickets/:id/assign - Assign ticket
• POST /api/v1/tickets/:id/transfer - Transfer ticket
• GET /api/v1/agents/:agent_id/tickets - Get agent tickets

Admin - Agents

• POST /api/v1/admin/agents - Create agent
• GET /api/v1/admin/agents - List agents
• GET /api/v1/admin/agents/:id - Get agent
• PATCH /api/v1/admin/agents/:id - Update agent
• DELETE /api/v1/admin/agents/:id - Delete agent
• PATCH /api/v1/admin/agents/:id/status - Update agent status

Admin - Departments

• POST /api/v1/admin/departments - Create department
• GET /api/v1/admin/departments - List departments
• GET /api/v1/admin/departments/:id - Get department
• PATCH /api/v1/admin/departments/:id - Update department
• DELETE /api/v1/admin/departments/:id - Delete department
• GET /api/v1/admin/departments/:id/agents - Get department agents
• POST /api/v1/admin/departments/:id/agents - Add agent to department
• DELETE /api/v1/admin/departments/:id/agents/:agent_id - Remove agent from department

Admin - Categories

• POST /api/v1/admin/categories - Create category
• GET /api/v1/admin/categories - List categories
• GET /api/v1/admin/categories/:id - Get category
• PATCH /api/v1/admin/categories/:id - Update category
• DELETE /api/v1/admin/categories/:id - Delete category

Admin - SLA Policies

• POST /api/v1/admin/sla-policies - Create SLA policy
• GET /api/v1/admin/sla-policies - List SLA policies
• GET /api/v1/admin/sla-policies/:id - Get SLA policy
• PATCH /api/v1/admin/sla-policies/:id - Update SLA policy
• DELETE /api/v1/admin/sla-policies/:id - Delete SLA policy

Admin - Canned Responses

• POST /api/v1/admin/canned-responses - Create canned response
• GET /api/v1/admin/canned-responses - List canned responses
• GET /api/v1/admin/canned-responses/search - Search canned responses
• GET /api/v1/admin/canned-responses/:id - Get canned response
• PATCH /api/v1/admin/canned-responses/:id - Update canned response
• DELETE /api/v1/admin/canned-responses/:id - Delete canned response

Admin - Bulk Operations

• POST /api/v1/admin/tickets/bulk-assign - Bulk assign tickets
• POST /api/v1/admin/tickets/bulk-status - Bulk change status
• POST /api/v1/admin/tickets/bulk-priority - Bulk change priority
• POST /api/v1/admin/tickets/bulk-transfer - Bulk transfer department
• POST /api/v1/admin/tickets/bulk-delete - Bulk delete tickets

Admin - Dashboard

• GET /api/v1/admin/dashboard/stats - Get dashboard statistics
• GET /api/v1/admin/dashboard/sla-breached - Get SLA breached tickets
• GET /api/v1/admin/dashboard/due-soon - Get tickets due soon
• GET /api/v1/admin/dashboard/unassigned - Get unassigned tickets

Configuration

Environment variables:

# Server
SERVER_PORT=5011

# MongoDB
MONGODB_URI=mongodb://localhost:27017
MONGODB_DATABASE=ticket_db

# Redis
REDIS_HOST=localhost
REDIS_PORT=6379
REDIS_PASSWORD=

# Auth Service
AUTH_URL=http://localhost:5001
AUTH_CLIENT_ID=ticket-service
AUTH_CLIENT_SECRET=your-secret

# Notifier Service
NOTIFIER_URL=http://localhost:5003
NOTIFIER_ENABLED=true

# SLA Defaults (in hours)
SLA_DEFAULT_FIRST_RESPONSE_LOW=24
SLA_DEFAULT_FIRST_RESPONSE_MEDIUM=8
SLA_DEFAULT_FIRST_RESPONSE_HIGH=4
SLA_DEFAULT_FIRST_RESPONSE_URGENT=2
SLA_DEFAULT_FIRST_RESPONSE_CRITICAL=1
SLA_DEFAULT_RESOLUTION_LOW=72
SLA_DEFAULT_RESOLUTION_MEDIUM=48
SLA_DEFAULT_RESOLUTION_HIGH=24
SLA_DEFAULT_RESOLUTION_URGENT=8
SLA_DEFAULT_RESOLUTION_CRITICAL=4

# Logging
LOG_LEVEL=info
LOG_ENCODING=json
LOG_DEVELOPMENT=false
LOG_FILE_PATH=logs/ticket.log

Development

Prerequisites

• Go 1.24+
• MongoDB 7+
• Redis 7+

Running locally

# Download dependencies
make deps

# Run the service
make run

# Run with hot reload (requires air)
make dev

Docker

# Start development environment
make docker-dev-up

# View logs
make docker-logs

# Stop containers
make docker-dev-down

Testing

# Run tests
make test

# Run tests with coverage
make test-coverage

Architecture

ticket/
├── api/
│   ├── router/          # HTTP router setup
│   └── v1/handlers/     # HTTP handlers
├── cmd/
│   └── main.go          # Application entry point
├── config/              # Configuration
├── internal/
│   ├── database/        # Database connection
│   ├── middleware/      # HTTP middleware
│   ├── models/          # Domain models
│   ├── repository/      # Data access layer
│   └── usecase/         # Business logic
├── locales/             # i18n translations
├── Dockerfile
├── docker-compose.yml
├── docker-compose.dev.yml
├── Makefile
└── README.md

License

Copyright © Minisource