f8cd37ac8c
Includes: API (Express/TypeScript), Astro site, Python workers, document generators, FCC compliance tools, Canada CRTC formation, Ansible infrastructure, and deployment scripts. Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
150 lines
5.1 KiB
Markdown
150 lines
5.1 KiB
Markdown
# Support Ticketing — ERPNext Helpdesk
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**Last updated:** 2026-03-29
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## Overview
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ERPNext's Issue DocType provides all helpdesk ticketing. There is no separate
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ticketing system — everything runs inside the same CRM that manages orders
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and invoices.
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- Web widget on performancewest.net -> Express API -> ERPNext Issue
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- Contact form -> Express API -> ERPNext Issue
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- Monitor script alerts -> ERPNext Issue
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- Formation worker errors -> ERPNext Issue
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- Customer portal: clients can view/reply to their issues
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## How Tickets Are Created
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### 1. Website Support Widget (SupportWidget.astro)
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The floating help button on every page submits to `POST /api/v1/tickets`.
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The Express API creates an ERPNext Issue with the ticket data.
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Categories map to ERPNext Issue Types:
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| Widget Category | ERPNext Issue Type |
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|----------------|-------------------|
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| question | Sales Inquiry |
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| support | Support |
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| issue | Bug |
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| service_request | Feature Request |
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| quote | Sales Inquiry |
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### 2. Contact Page Form
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Same flow as the support widget — submits to `POST /api/v1/tickets`.
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### 3. Monitor Script Alerts (alert.py)
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When Reddit monitors, formation workers, or other scripts encounter errors,
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they call `alert_account_broken()` which creates an ERPNext Issue with
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priority "High" and issue_type "Bug".
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### 4. Formation Worker Errors
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When automation fails (state portal down, CAPTCHA, payment failure), the
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worker creates an ERPNext Issue linking to the Formation Order.
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## ERPNext Issue Fields
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| Field | Description |
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|-------|-------------|
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| subject | Ticket title |
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| description | Full message |
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| issue_type | Sales Inquiry, Support, Bug, Feature Request |
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| priority | Low, Medium, High, Urgent |
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| status | Open, Replied, Resolved, Closed |
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| customer | Linked Customer (if known) |
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| raised_by | Email of the person who submitted |
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## Ticket Workflow
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```
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Open -> Replied -> Resolved -> Closed
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^ |
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+-- Reopened +
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```
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- Admin views open issues in ERPNext desk
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- Responds via ERPNext (email sent to customer automatically)
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- Customer can reply via email (auto-linked to issue)
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- Admin resolves when done
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- Auto-close after 7 days with no reply
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## DNS
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There is no separate `support.performancewest.net` domain.
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Tickets are managed at `crm.performancewest.net` (ERPNext).
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## Configuration
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No separate ticketing configuration needed. ERPNext Issue is a core
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DocType — just needs email integration for customer notifications:
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1. ERPNext -> Settings -> Email Account -> configure outgoing email
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2. ERPNext -> Settings -> Email Account -> configure incoming email (for auto-reply-to-issue)
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3. ERPNext -> Desk -> Issue -> create Issue Types if needed
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## Canada CRTC Client Email Monitoring
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`client_email_processor.py` monitors inbound email for each Canada CRTC
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client domain. Each client gets 14 standard mailboxes provisioned via
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HestiaCP on cp.carrierone.com:
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| Mailbox | Priority |
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|---------|----------|
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| regulatory@ | High |
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| crtc@ | High |
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| ccts@ | High |
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| corpadmin@ | Medium |
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| registeredoffice@ | Medium |
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| accounting@ | Medium |
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| billing@ | Medium |
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| abuse@ | High |
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| noc@ | High |
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| postmaster@ | Medium |
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| info@ | Low |
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| admin@ | Medium |
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| sales@ | Low |
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| support@ | Low |
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### How It Works
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1. `client_email_processor.py` connects to each mailbox via IMAP
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2. New messages are parsed (sender, subject, body, attachments)
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3. An ERPNext Issue is created with:
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- Subject from the email
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- Priority based on the mailbox type (see table above)
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- Customer linked to the CRTC client
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- Issue Type: "CRTC Correspondence"
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4. **High-priority items** (regulatory@, crtc@, ccts@, abuse@, noc@)
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trigger an immediate alert to both the client and the PW admin team
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5. Lower-priority items are batched into a daily digest for the client
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The processor runs on a 5-minute polling interval via cron.
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## Accounting Support Conversation Monitor
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`conversation_monitor.py` scans active accounting support Issue threads in
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ERPNext for bypass attempts — situations where a client tries to move the
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conversation off-platform or bypass payment.
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### Detection Patterns
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The monitor flags messages containing:
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- **Personal contact info:** phone numbers, personal email addresses,
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physical addresses shared in thread
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- **Messaging platforms:** references to WhatsApp, Telegram, Signal,
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Discord, Slack DMs, or similar
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- **Payment bypass:** requests to pay outside the platform, mentions of
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Venmo, Zelle, Cash App, direct wire, or crypto wallet addresses
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### Response Actions
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1. **Warning injection:** An automated reply is posted to the Issue thread
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reminding the client that all communication and payments must go through
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the platform for their protection and ours
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2. **Admin alert:** A separate ERPNext Issue is created (type: "Compliance
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Alert", priority: High) notifying the admin team of the flagged message
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3. **Escalation on repeat:** If the same client is flagged more than once,
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the admin alert is marked Urgent and the client's accounting support
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access is temporarily suspended pending review
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The monitor runs as a background job every 15 minutes, scanning Issues
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with type "Accounting Support" and status "Open" or "Replied".
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