new-site/docs/ticketing.md

Support Ticketing — ERPNext Helpdesk

Last updated: 2026-03-29

Overview

ERPNext's Issue DocType provides all helpdesk ticketing. There is no separate ticketing system — everything runs inside the same CRM that manages orders and invoices.

• Web widget on performancewest.net -> Express API -> ERPNext Issue
• Contact form -> Express API -> ERPNext Issue
• Monitor script alerts -> ERPNext Issue
• Formation worker errors -> ERPNext Issue
• Customer portal: clients can view/reply to their issues

How Tickets Are Created

1. Website Support Widget (SupportWidget.astro)

The floating help button on every page submits to POST /api/v1/tickets. The Express API creates an ERPNext Issue with the ticket data.

Categories map to ERPNext Issue Types:

Widget Category	ERPNext Issue Type
question	Sales Inquiry
support	Support
issue	Bug
service_request	Feature Request
quote	Sales Inquiry

2. Contact Page Form

Same flow as the support widget — submits to POST /api/v1/tickets.

3. Monitor Script Alerts (alert.py)

When Reddit monitors, formation workers, or other scripts encounter errors, they call alert_account_broken() which creates an ERPNext Issue with priority "High" and issue_type "Bug".

4. Formation Worker Errors

When automation fails (state portal down, CAPTCHA, payment failure), the worker creates an ERPNext Issue linking to the Formation Order.

ERPNext Issue Fields

Field	Description
subject	Ticket title
description	Full message
issue_type	Sales Inquiry, Support, Bug, Feature Request
priority	Low, Medium, High, Urgent
status	Open, Replied, Resolved, Closed
customer	Linked Customer (if known)
raised_by	Email of the person who submitted

Ticket Workflow

Open -> Replied -> Resolved -> Closed
         ^          |
         +-- Reopened +

• Admin views open issues in ERPNext desk
• Responds via ERPNext (email sent to customer automatically)
• Customer can reply via email (auto-linked to issue)
• Admin resolves when done
• Auto-close after 7 days with no reply

DNS

There is no separate support.performancewest.net domain. Tickets are managed at crm.performancewest.net (ERPNext).

Configuration

No separate ticketing configuration needed. ERPNext Issue is a core DocType — just needs email integration for customer notifications:

1. ERPNext -> Settings -> Email Account -> configure outgoing email
2. ERPNext -> Settings -> Email Account -> configure incoming email (for auto-reply-to-issue)
3. ERPNext -> Desk -> Issue -> create Issue Types if needed

Canada CRTC Client Email Monitoring

client_email_processor.py monitors inbound email for each Canada CRTC client domain. Each client gets 14 standard mailboxes provisioned via HestiaCP on cp.carrierone.com:

Mailbox	Priority
regulatory@	High
crtc@	High
ccts@	High
corpadmin@	Medium
registeredoffice@	Medium
accounting@	Medium
billing@	Medium
abuse@	High
noc@	High
postmaster@	Medium
info@	Low
admin@	Medium
sales@	Low
support@	Low

How It Works

1. client_email_processor.py connects to each mailbox via IMAP
2. New messages are parsed (sender, subject, body, attachments)
3. An ERPNext Issue is created with:
   • Subject from the email
   • Priority based on the mailbox type (see table above)
   • Customer linked to the CRTC client
   • Issue Type: "CRTC Correspondence"
4. High-priority items (regulatory@, crtc@, ccts@, abuse@, noc@) trigger an immediate alert to both the client and the PW admin team
5. Lower-priority items are batched into a daily digest for the client

The processor runs on a 5-minute polling interval via cron.

Accounting Support Conversation Monitor

conversation_monitor.py scans active accounting support Issue threads in ERPNext for bypass attempts — situations where a client tries to move the conversation off-platform or bypass payment.

Detection Patterns

The monitor flags messages containing:

• Personal contact info: phone numbers, personal email addresses, physical addresses shared in thread
• Messaging platforms: references to WhatsApp, Telegram, Signal, Discord, Slack DMs, or similar
• Payment bypass: requests to pay outside the platform, mentions of Venmo, Zelle, Cash App, direct wire, or crypto wallet addresses

Response Actions

1. Warning injection: An automated reply is posted to the Issue thread reminding the client that all communication and payments must go through the platform for their protection and ours
2. Admin alert: A separate ERPNext Issue is created (type: "Compliance Alert", priority: High) notifying the admin team of the flagged message
3. Escalation on repeat: If the same client is flagged more than once, the admin alert is marked Urgent and the client's accounting support access is temporarily suspended pending review

The monitor runs as a background job every 15 minutes, scanning Issues with type "Accounting Support" and status "Open" or "Replied".