Complete Support Ticket System (14-Prompt Series)

Run these 14 prompts in order. Each prompt builds on the previous one. Start a new chat session and paste Prompt 1 first. Do not skip ahead. After Prompt 13 (QA Audit), wait for the full report before running Prompt 14.

--- PROMPT 1: Scan the Existing App First ---
You are a senior Base44 architect and support-system product engineer. Before building anything, scan my entire app first. Do not create, edit, delete, or modify anything yet. Review existing pages, layouts, entities, functions, roles, permissions, authentication logic, navigation, admin areas, email/notification systems, user profile structure, and any current support/contact/help features. After scanning, give a clear implementation plan for a full customer support ticket system (customer ticket creation + portal, admin/support dashboard, ticket detail page, public replies, private internal notes, assignment, status/priority management, categories, tags, activity logs, email notifications, RBAC). Your response must include: what currently exists, what needs adding, pages to create/update, entities to create, functions to create, permissions/role rules, email notifications, recommended build order, and risks/conflicts. Do not build yet.

--- PROMPT 2: Create the Data Models ---
Create the full data model foundation: SupportTicket, TicketReply, TicketInternalNote, TicketActivityLog, SupportCategory, SavedReply, SupportNotificationSetting, EmailTemplate. SupportTicket tracks ticket number, subject, description, customer user ID/name/email, status, priority, category, assigned agent ID/name, tags, source, attachment URLs, related account/order/client/project, last customer/agent reply dates, resolved/closed/due dates, SLA status, archived. TicketReply supports public customer-visible replies, author, attachments, email-sent tracking, dates. TicketInternalNote supports private staff-only notes, author, pinned, mentioned users, attachments, dates. TicketActivityLog tracks status/priority/assignment changes, replies, notes, closing/reopening/escalations. Rules: internal notes never visible to customers; customers access only their own tickets; staff access by role/assignment; admins access everything. Summarize what was created.

--- PROMPT 3: Build Customer Ticket Pages ---
Build the customer-facing experience: Support Home (overview, Create New Ticket button, recent tickets, status summary, empty states); Create Ticket (subject, category, priority, description, attachment upload, confirmation); My Tickets (logged-in customer's tickets only, with filters and search); Ticket Detail (info, public conversation only, customer reply, status + dates). Security: customers never see internal notes or other users' tickets and cannot change support-only fields. Clean, modern, mobile-first UI.

--- PROMPT 4: Build Admin Support Dashboard ---
Build the admin/support dashboard: Support Dashboard (open tickets, new today, waiting on support/customer, high-priority, overdue, avg response/resolution times, tickets by category/agent); All Tickets page (searchable/filterable table with ticket#, subject, customer, status, priority, category, agent, last updated, created, SLA status); Ticket Management page (details, public conversation, reply box, private internal notes panel, assignment/status/priority/category/tags controls, activity log). Internal notes must be visually separate and clearly labeled private, visible only to admins/support staff.

--- PROMPT 5: Add Internal Notes ---
Build the internal notes system — private, visible only to agents, managers, and admins. Add an Internal Notes panel to the admin Ticket Management page: add, view, pin, edit, delete notes; show author + timestamp; mention a team member; optional attachments. Rules: never appear in customer portal, never emailed to customer, included in activity log, warning label "Private internal note — not visible to customer", pinned notes at top.

--- PROMPT 6: Add Public Reply System ---
Build the public reply system. Customers reply to their own tickets and view only public replies. Agents reply publicly and view all public conversation. When an agent replies publicly: save to TicketReply (public), update last agent reply date, set status Waiting on Customer, log activity, trigger email. When a customer replies: save to TicketReply (public), update last customer reply date, set status Waiting on Support, log activity, notify assigned agent. Make it hard to accidentally post an internal note as a public reply.

--- PROMPT 7: Add Role-Based Access Control ---
Add RBAC for Customer, Support Agent, Support Manager, Admin. Customers: create/view/reply to own tickets, public replies only; cannot see internal notes, other customers' tickets, or admin dashboard. Agents: view assigned tickets, add public replies + internal notes, change status/priority/tags. Managers: view all, assign/reassign, view all internal notes, manage categories, review performance. Admins: full access. Apply across pages, navigation, reads/writes, buttons, forms, and actions. Test each role and report what was secured.

--- PROMPT 8: Add Email Notifications ---
Build email notifications using the existing email integration: ticket created (customer), new ticket (support/admin), assigned (agent), customer replied (agent), support replied (customer), status changed, resolved, closed, reopened, internal note mention (support member), overdue alert. Rules: internal notes never sent to customers; public replies can be emailed; customer replies notify the assigned agent (or manager if unassigned); critical tickets notify admin immediately; closed email sends once. Templates support variables: customer name, ticket number, subject, status, priority, agent name, reply preview, app name, support portal link. List all events created.

--- PROMPT 9: Ticket Assignment & Workflow Automation ---
Build assignment (assign, reassign, unassign, filter by agent, show agent on detail, log changes). Workflow automation: New → In Progress/Waiting on Customer (agent action); Customer reply → Waiting on Support; Agent resolves → Resolved; no customer reply after X days → Closed; Reopened → Waiting on Support. Auto-priority: login/payment = High, security/data loss = Critical, bug report = Normal, general question = Low. Auto-assignment: Billing → billing support, Bug → technical support, Critical → notify admin, Unassigned → manager queue. Keep it simple and reliable.

--- PROMPT 10: Categories, Tags, Saved Replies ---
Build Support Categories (admin/manager managed, default priority + agent, active/inactive; defaults: Billing, Bug Report, Account Issue, Feature Request, General Question, Technical Support, Refund Request, Onboarding Help); Ticket Tags (add/remove by staff, used for filtering); Saved Replies (reusable templates with variables, usage tracking, managed by admin/manager). Make the UI fast for agents.

--- PROMPT 11: SLA & Overdue Tracking ---
Add SLA tracking by priority: Critical 15 min, Urgent 1 hour, High 4 hours, Normal 24 hours, Low 48 hours. Track first response deadline, resolution deadline, overdue status, SLA status, first response time, resolution time. SLA statuses: On Track, At Risk, Overdue, Resolved. Show on dashboard, all-tickets table, ticket management page. Alerts: overdue tickets on dashboard, critical overdue → notify admin, assigned agent notified when ticket goes overdue.

--- PROMPT 12: Reporting Dashboard ---
Build a manager reporting dashboard: total/open/resolved/closed tickets; new by date; by status/priority/category/agent; avg first response time; avg resolution time; overdue; reopened. Agent performance: tickets assigned/resolved, avg response/resolution times, replies sent, notes added, open workload. Filters: date range, agent, category, priority, status.

--- PROMPT 13: Final QA & Security Audit ---
Perform a full QA and security audit. Test: customer creates ticket; views own ticket; cannot view another customer's ticket; replies; cannot see internal notes; agent sees assigned tickets; agent adds public reply; agent adds internal note; internal note does not email customer; manager sees all tickets; admin sees all settings; email notifications trigger correctly; status updates correctly; activity logs created; closed/reopened behavior works. Return a report: what passed, what failed, what needs fixing, security risks, permission issues, broken workflows, recommended fixes. Do not make fixes until the report is complete.

--- PROMPT 14: Fix Issues Found During QA ---
Fix all issues from the QA report. Rules: don't change unrelated parts; don't redesign unrelated pages; don't remove working functionality; fix only QA-reported issues; keep customer data protected, internal notes private, and email notifications leak-free. After fixing, summarize what was fixed, what changed, security issues resolved, and what still needs manual testing.