support

Documentation

Overview

Package support implements an enterprise support ticketing system with priority routing, SLA tracking, and webhook notifications.

Index

• func TenantFromContext(ctx context.Context) (string, bool)
• func ValidTransition(from, to Status) bool
• type API
  • func (a *API) AddComment(w http.ResponseWriter, r *http.Request)
  • func (a *API) CloseTicket(w http.ResponseWriter, r *http.Request)
  • func (a *API) CreateTicket(w http.ResponseWriter, r *http.Request)
  • func (a *API) GetTicket(w http.ResponseWriter, r *http.Request)
  • func (a *API) ListTickets(w http.ResponseWriter, r *http.Request)
  • func (a *API) RegisterRoutes(mux *http.ServeMux)
• type AddCommentRequest
• type AuthFunc
• type Breach
• type BreachHandler
• type BreachType
• type Comment
• type CreateTicketRequest
• type EventType
• type Priority
  • func (p Priority) String() string
• type Router
  • func NewRouter(fallback string) *Router
  • func (r *Router) AddRule(priority Priority, assignee string)
  • func (r *Router) Assign(t *Ticket) error
  • func (r *Router) Route(t *Ticket, store *Store) error
• type RoutingRule
• type SLAPolicy
  • func DefaultSLAPolicies() []SLAPolicy
• type SLATracker
  • func NewSLATracker(policies []SLAPolicy) *SLATracker
  • func (s *SLATracker) Check(t *Ticket, now time.Time) []Breach
  • func (s *SLATracker) CheckAll(store *Store, now time.Time) []Breach
  • func (s *SLATracker) OnBreach(h BreachHandler)
• type Status
• type Store
  • func NewStore() *Store
  • func (s *Store) AddComment(ticketID, author, body string) (*Comment, error)
  • func (s *Store) All() []*Ticket
  • func (s *Store) Create(customerID, subject, body string, priority Priority) *Ticket
  • func (s *Store) Get(id string) (*Ticket, bool)
  • func (s *Store) ListByCustomer(customerID string) []*Ticket
• type Ticket
  • func (t *Ticket) Transition(to Status, now time.Time) error
• type WebhookDispatcher
  • func NewWebhookDispatcher() *WebhookDispatcher
  • func (d *WebhookDispatcher) Dispatch(ctx context.Context, event WebhookEvent) []error
  • func (d *WebhookDispatcher) Register(target WebhookTarget)
  • func (d *WebhookDispatcher) Targets() []WebhookTarget
• type WebhookEvent
• type WebhookTarget

Functions

func TenantFromContext

func TenantFromContext(ctx context.Context) (string, bool)

TenantFromContext returns the authenticated tenant ID from the request context.

func ValidTransition

func ValidTransition(from, to Status) bool

ValidTransition reports whether transitioning from one status to another is allowed.

Types

type API

type API struct {
	Store    *Store
	Router   *Router
	SLA      *SLATracker
	Webhooks *WebhookDispatcher
	Auth     AuthFunc
}

API provides HTTP handlers for the customer support portal.

func (*API) AddComment

func (a *API) AddComment(w http.ResponseWriter, r *http.Request)

AddComment handles POST /support/tickets/{id}/comments.

func (*API) CloseTicket

func (a *API) CloseTicket(w http.ResponseWriter, r *http.Request)

CloseTicket handles POST /support/tickets/{id}/close.

func (*API) CreateTicket

func (a *API) CreateTicket(w http.ResponseWriter, r *http.Request)

CreateTicket handles POST /support/tickets.

func (*API) GetTicket

func (a *API) GetTicket(w http.ResponseWriter, r *http.Request)

GetTicket handles GET /support/tickets/{id}.

func (*API) ListTickets

func (a *API) ListTickets(w http.ResponseWriter, r *http.Request)

ListTickets handles GET /support/tickets?customer_id=...

func (*API) RegisterRoutes

func (a *API) RegisterRoutes(mux *http.ServeMux)

RegisterRoutes registers all ticket API endpoints on the given mux.

type AddCommentRequest

type AddCommentRequest struct {
	Author string `json:"author"`
	Body   string `json:"body"`
}

AddCommentRequest is the JSON body for adding a comment.

type AuthFunc

type AuthFunc func(token string) (tenantID string, ok bool)

AuthFunc validates a Bearer token and returns the associated tenant ID. If the token is invalid, it returns an empty string and false.

type Breach

type Breach struct {
	TicketID   string
	Type       BreachType
	Priority   Priority
	Deadline   time.Time
	BreachedAt time.Time
}

Breach records an SLA violation.

type BreachHandler

type BreachHandler func(Breach)

BreachHandler is called when an SLA breach is detected.

type BreachType

type BreachType string

BreachType indicates which SLA target was breached.

const (
	BreachResponse   BreachType = "response"
	BreachResolution BreachType = "resolution"
)

type Comment

type Comment struct {
	ID        string    `json:"id"`
	Author    string    `json:"author"`
	Body      string    `json:"body"`
	CreatedAt time.Time `json:"created_at"`
}

Comment is a message attached to a ticket.

type CreateTicketRequest

type CreateTicketRequest struct {
	CustomerID string   `json:"customer_id"`
	Subject    string   `json:"subject"`
	Body       string   `json:"body"`
	Priority   Priority `json:"priority"`
}

CreateTicketRequest is the JSON body for creating a ticket.

type EventType

type EventType string

EventType identifies what happened to a ticket.

const (
	EventTicketCreated  EventType = "ticket.created"
	EventTicketTriaged  EventType = "ticket.triaged"
	EventTicketResolved EventType = "ticket.resolved"
	EventTicketClosed   EventType = "ticket.closed"
	EventCommentAdded   EventType = "ticket.comment_added"
	EventSLABreach      EventType = "sla.breach"
)

type Priority

type Priority int

Priority represents ticket urgency.

const (
	P0Critical Priority = iota
	P1High
	P2Medium
	P3Low
)

func (Priority) String

func (p Priority) String() string

type Router

type Router struct {
	// contains filtered or unexported fields
}

Router assigns tickets to teams or individuals based on priority.

func NewRouter

func NewRouter(fallback string) *Router

NewRouter creates a router with the given fallback assignee used when no priority-specific rule matches.

func (*Router) AddRule

func (r *Router) AddRule(priority Priority, assignee string)

AddRule registers a routing rule for a specific priority.

func (*Router) Assign

func (r *Router) Assign(t *Ticket) error

Assign determines the assignee for a ticket based on its priority and updates the ticket's AssignedTo field. It also transitions the ticket to triaged status.

func (*Router) Route

func (r *Router) Route(t *Ticket, store *Store) error

Route assigns and triages the ticket in one step.

type RoutingRule

type RoutingRule struct {
	Priority Priority
	Assignee string
}

RoutingRule maps a priority to an assignee (team or individual).

type SLAPolicy

type SLAPolicy struct {
	Priority       Priority
	ResponseTime   time.Duration // max time to first response (triage)
	ResolutionTime time.Duration // max time to resolution
}

SLAPolicy defines response and resolution time targets for a priority level.

func DefaultSLAPolicies

func DefaultSLAPolicies() []SLAPolicy

DefaultSLAPolicies returns standard enterprise SLA targets.

type SLATracker

type SLATracker struct {
	// contains filtered or unexported fields
}

SLATracker monitors tickets against SLA policies and fires breach alerts.

func NewSLATracker

func NewSLATracker(policies []SLAPolicy) *SLATracker

NewSLATracker creates a tracker with the given policies.

func (*SLATracker) Check

func (s *SLATracker) Check(t *Ticket, now time.Time) []Breach

Check evaluates whether a ticket has breached its SLA at the given time. It returns any breaches found.

func (*SLATracker) CheckAll

func (s *SLATracker) CheckAll(store *Store, now time.Time) []Breach

CheckAll evaluates all tickets in a store for SLA breaches.

func (*SLATracker) OnBreach

func (s *SLATracker) OnBreach(h BreachHandler)

OnBreach registers a handler that is called when a breach is detected.

type Status

type Status string

Status represents the lifecycle state of a ticket.

const (
	StatusOpen       Status = "open"
	StatusTriaged    Status = "triaged"
	StatusInProgress Status = "in_progress"
	StatusResolved   Status = "resolved"
	StatusClosed     Status = "closed"
)

type Store

type Store struct {
	// contains filtered or unexported fields
}

Store is a thread-safe in-memory ticket store.

func NewStore

func NewStore() *Store

NewStore creates an empty ticket store.

func (*Store) AddComment

func (s *Store) AddComment(ticketID, author, body string) (*Comment, error)

AddComment appends a comment to the ticket.

func (*Store) All

func (s *Store) All() []*Ticket

All returns every ticket in the store.

func (*Store) Create

func (s *Store) Create(customerID, subject, body string, priority Priority) *Ticket

Create adds a new ticket and returns it.

func (*Store) Get

func (s *Store) Get(id string) (*Ticket, bool)

Get returns a ticket by ID.

func (*Store) ListByCustomer

func (s *Store) ListByCustomer(customerID string) []*Ticket

ListByCustomer returns all tickets for a customer, ordered by creation time (newest first).

type Ticket

type Ticket struct {
	ID         string    `json:"id"`
	CustomerID string    `json:"customer_id"`
	Subject    string    `json:"subject"`
	Body       string    `json:"body"`
	Priority   Priority  `json:"priority"`
	Status     Status    `json:"status"`
	AssignedTo string    `json:"assigned_to,omitempty"`
	Comments   []Comment `json:"comments,omitempty"`
	CreatedAt  time.Time `json:"created_at"`
	UpdatedAt  time.Time `json:"updated_at"`
	ResolvedAt time.Time `json:"resolved_at,omitempty"`
	ClosedAt   time.Time `json:"closed_at,omitempty"`
}

Ticket is the core data model for a support ticket.

func (*Ticket) Transition

func (t *Ticket) Transition(to Status, now time.Time) error

Transition moves the ticket to a new status, returning an error if the transition is invalid.

type WebhookDispatcher

type WebhookDispatcher struct {
	// contains filtered or unexported fields
}

WebhookDispatcher sends events to registered webhook targets.

func NewWebhookDispatcher

func NewWebhookDispatcher() *WebhookDispatcher

NewWebhookDispatcher creates a dispatcher with a default HTTP client.

func (*WebhookDispatcher) Dispatch

func (d *WebhookDispatcher) Dispatch(ctx context.Context, event WebhookEvent) []error

Dispatch sends an event to all matching targets. It returns errors for any failed deliveries but does not stop on first failure.

func (*WebhookDispatcher) Register

func (d *WebhookDispatcher) Register(target WebhookTarget)

Register adds a webhook target.

func (*WebhookDispatcher) Targets

func (d *WebhookDispatcher) Targets() []WebhookTarget

Targets returns the list of registered webhook targets.

type WebhookEvent

type WebhookEvent struct {
	Type      EventType   `json:"type"`
	Timestamp time.Time   `json:"timestamp"`
	Payload   interface{} `json:"payload"`
}

WebhookEvent is the payload sent to registered webhook endpoints.

type WebhookTarget

type WebhookTarget struct {
	Name   string // e.g. "slack", "pagerduty"
	URL    string
	Events []EventType // empty means all events
}

WebhookTarget is a registered endpoint for receiving notifications.