// tickets-data.jsx — Ticket data, channels, severities, statuses const TICKET_CHANNELS = [ { id: "email", label: "Email", icon: "Inbox", color: "#0073ea" }, { id: "form", label: "Web form", icon: "Table", color: "#a25ddc" }, { id: "slack", label: "Slack", icon: "MessageSq",color: "#611f69" }, { id: "internal", label: "Internal", icon: "Users", color: "#037f4c" }, { id: "github", label: "GitHub", icon: "GitBranch",color: "#1f1f1f" }, { id: "zendesk", label: "Zendesk", icon: "Help", color: "#03363d" }, ]; // Severity is from the CUSTOMER perspective — different from internal task priority const TICKET_SEVERITIES = [ { id: "p0", label: "P0 · Critical", cls: "sev-p0", short: "P0" }, { id: "p1", label: "P1 · High", cls: "sev-p1", short: "P1" }, { id: "p2", label: "P2 · Medium", cls: "sev-p2", short: "P2" }, { id: "p3", label: "P3 · Low", cls: "sev-p3", short: "P3" }, ]; const TICKET_STATUSES = [ { id: "new", label: "New", cls: "ts-new" }, { id: "triaging", label: "Triaging", cls: "ts-triaging" }, { id: "accepted", label: "Accepted", cls: "ts-accepted" }, { id: "waiting", label: "Waiting", cls: "ts-waiting" }, // waiting on customer { id: "resolved", label: "Resolved", cls: "ts-resolved" }, { id: "rejected", label: "Rejected", cls: "ts-rejected" }, { id: "duplicate", label: "Duplicate", cls: "ts-duplicate" }, ]; // SLA targets (first-response & resolution) per severity, in hours const SLA_TARGETS = { p0: { firstResp: 1, resolve: 8 }, p1: { firstResp: 4, resolve: 24 }, p2: { firstResp: 24, resolve: 72 }, p3: { firstResp: 48, resolve: 168 }, }; // Mock tickets — mix of channels, severities, statuses, some converted to tasks const TICKETS = [ { id: "TICK-412", subject: "Checkout fails on Safari 17 — 'Payment method invalid'", requester: { name: "Mei Tanaka", email: "mei.tanaka@nova-retail.com", company: "Nova Retail" }, channel: "email", severity: "p0", status: "accepted", openedAt: "2026-04-22 09:14", firstResponseAt: "2026-04-22 09:32", assignee: "mj", project: "checkout", slaFirstResp: "met", slaResolve: "at-risk", linkedTasks: ["t02", "t03"], thread: [ { from: "Mei Tanaka", role: "customer", at: "09:14", body: "Our whole team is blocked. When I click Pay, I get 'Payment method invalid' even with a valid card. Started ~30 min ago. Chrome works, Safari 17.4 doesn't." }, { from: "Aya Okafor", role: "internal", at: "09:32", body: "Thanks Mei — this looks like the Safari Apple Pay regression we saw in staging. Assigning to Marcus now." }, { from: "Marcus Jin", role: "internal", at: "09:41", body: "Confirmed — PaymentRequest API is returning the wrong merchant ID on Safari 17.4+. Patching now." }, ], tags: ["safari", "payments", "regression"], }, { id: "TICK-411", subject: "Can you add GDPR deletion self-serve?", requester: { name: "Jonas Voight", email: "jvoight@orbit-partners.eu", company: "Orbit Partners" }, channel: "form", severity: "p2", status: "triaging", openedAt: "2026-04-22 08:02", firstResponseAt: "2026-04-22 11:18", assignee: "hl", project: null, slaFirstResp: "met", slaResolve: "on-track", linkedTasks: [], thread: [ { from: "Jonas Voight", role: "customer", at: "Apr 22 08:02", body: "We need a self-serve data deletion flow for users in the EU. Currently we have to email support. Target: 30-day auto-delete after request." }, { from: "Hannah Liu", role: "internal", at: "Apr 22 11:18", body: "Great request — this is on our roadmap for Q3. Can I get a rough sense of how many deletion requests you field per week?" }, ], tags: ["gdpr", "feature-request"], }, { id: "TICK-410", subject: "Mobile app crashes on Android 14 when tapping 'Add payment method'", requester: { name: "Carlos Dias", email: "carlos@fintwist.io", company: "FinTwist" }, channel: "zendesk", severity: "p1", status: "accepted", openedAt: "2026-04-22 07:45", firstResponseAt: "2026-04-22 08:12", assignee: "pr", project: "mobile", slaFirstResp: "met", slaResolve: "on-track", linkedTasks: ["t08"], thread: [ { from: "Carlos Dias", role: "customer", at: "07:45", body: "App crashes instantly when I tap Add payment method on Android 14 (Pixel 8). Stack trace attached." }, { from: "Priya Ramesh", role: "internal", at: "08:12", body: "Thanks for the trace. Reproduced. Pushing a fix in today's build (2.14.3)." }, ], tags: ["android", "crash", "payments"], }, { id: "TICK-409", subject: "Feature request: bulk invoice export as CSV", requester: { name: "Ina Schmidt", email: "i.schmidt@helix-finance.de", company: "Helix Finance" }, channel: "email", severity: "p3", status: "new", openedAt: "2026-04-22 11:22", firstResponseAt: null, assignee: null, project: null, slaFirstResp: "breached", slaResolve: "on-track", linkedTasks: [], thread: [ { from: "Ina Schmidt", role: "customer", at: "11:22", body: "We'd love a way to export multiple invoices at once as a single CSV (or ZIP of PDFs). Right now it's one-by-one which doesn't scale for month-end close." }, ], tags: ["export", "invoices", "feature-request"], }, { id: "TICK-408", subject: "Double-charge on subscription renewal", requester: { name: "Ava Park", email: "ava@parkstudio.com", company: "Park Studio" }, channel: "email", severity: "p1", status: "resolved", openedAt: "2026-04-21 14:08", firstResponseAt: "2026-04-21 14:34", resolvedAt: "2026-04-22 09:10", assignee: "nk", project: "checkout", slaFirstResp: "met", slaResolve: "met", linkedTasks: ["t14"], thread: [ { from: "Ava Park", role: "customer", at: "Apr 21 14:08", body: "I was charged twice for my Pro plan renewal on April 20. Invoice IDs INV-22841 and INV-22842." }, { from: "Nadia Kowalski", role: "internal", at: "Apr 21 14:34", body: "Confirmed — refunding INV-22842 today. You should see it in 3–5 business days. Our engineering team is fixing the root cause." }, { from: "Nadia Kowalski", role: "internal", at: "Apr 22 09:10", body: "Refund processed, root-cause task linked. Closing ticket — let us know if you don't see the refund by Fri." }, ], tags: ["billing", "refund"], }, { id: "TICK-407", subject: "How do I rotate my API key?", requester: { name: "Dev Patel", email: "dev@switchboard.dev", company: "Switchboard" }, channel: "slack", severity: "p3", status: "resolved", openedAt: "2026-04-22 10:01", firstResponseAt: "2026-04-22 10:04", resolvedAt: "2026-04-22 10:11", assignee: "df", project: "platform", slaFirstResp: "met", slaResolve: "met", linkedTasks: [], thread: [ { from: "Dev Patel", role: "customer", at: "10:01", body: "Where's the API key rotation in the dashboard? Can't find it." }, { from: "Dmitri Falk", role: "internal", at: "10:04", body: "Settings → Developers → API keys → 'Rotate' on the row. Doc: /docs/api-keys#rotate. Let me know if you hit any issues!" }, ], tags: ["docs", "api"], }, { id: "TICK-406", subject: "Timezone wrong on scheduled reports", requester: { name: "Raji Kumar", email: "raji@luminaux.ai", company: "Luminaux" }, channel: "form", severity: "p2", status: "triaging", openedAt: "2026-04-22 06:30", firstResponseAt: "2026-04-22 10:12", assignee: "le", project: null, slaFirstResp: "met", slaResolve: "on-track", linkedTasks: [], thread: [ { from: "Raji Kumar", role: "customer", at: "06:30", body: "My scheduled weekly report is arriving at 2 AM IST instead of the 9 AM IST I configured. Something is off in timezone handling." }, { from: "Leo Esposito", role: "internal", at: "10:12", body: "Looking now — what's the exact timezone string in your settings? (India Standard Time vs 'Asia/Kolkata')" }, ], tags: ["reports", "timezone"], }, { id: "TICK-405", subject: "SSO fails with Okta SCIM provisioning", requester: { name: "Brooke Hill", email: "bhill@wessex-health.com",company: "Wessex Health" }, channel: "email", severity: "p1", status: "accepted", openedAt: "2026-04-22 05:58", firstResponseAt: "2026-04-22 06:40", assignee: "hl", project: "platform", slaFirstResp: "met", slaResolve: "on-track", linkedTasks: ["t11"], thread: [ { from: "Brooke Hill", role: "customer", at: "05:58", body: "Our Okta SCIM provisioning is failing with a 401 since yesterday. 60+ new users blocked." }, { from: "Hannah Liu", role: "internal", at: "06:40", body: "Urgent — our Okta cert rotated and your tenant didn't pick up the new one. I'll cut a fix ticket; your tenant will be re-provisioned within 4 hours." }, ], tags: ["sso", "okta", "enterprise"], }, { id: "TICK-404", subject: "Checkout broken on old iOS Safari (same as TICK-412)", requester: { name: "Kim Schulz", email: "kim@north-star.shop", company: "North Star" }, channel: "email", severity: "p1", status: "duplicate", openedAt: "2026-04-22 09:58", firstResponseAt: "2026-04-22 10:04", assignee: "ay", project: null, slaFirstResp: "met", slaResolve: "met", linkedTasks: [], duplicateOf: "TICK-412", thread: [ { from: "Kim Schulz", role: "customer", at: "09:58", body: "Can't check out on Safari. Payment button doesn't work." }, { from: "Aya Okafor", role: "internal", at: "10:04", body: "Thanks Kim — this is a duplicate of a ticket we're actively fixing right now (ETA <2 hours). We'll notify you when resolved." }, ], tags: ["safari", "duplicate"], }, { id: "TICK-403", subject: "Export to Xero — mapping error on tax field", requester: { name: "Oliver Wren", email: "oliver@boundlessco.au",company: "Boundless Co" }, channel: "zendesk", severity: "p2", status: "new", openedAt: "2026-04-22 11:47", firstResponseAt: null, assignee: null, project: null, slaFirstResp: "on-track", slaResolve: "on-track", linkedTasks: [], thread: [ { from: "Oliver Wren", role: "customer", at: "11:47", body: "When I export a paid invoice to Xero, the GST field maps to the wrong account. Attaching screenshots and the Xero mapping config." }, ], tags: ["integrations", "xero", "tax"], }, { id: "TICK-402", subject: "Request: webhook for invoice.paid event", requester: { name: "Sam Rivera", email: "sam@halo-ops.io", company: "Halo Ops" }, channel: "github", severity: "p3", status: "rejected", openedAt: "2026-04-20 14:22", firstResponseAt: "2026-04-21 11:00", resolvedAt: "2026-04-21 11:00", assignee: "mj", project: null, slaFirstResp: "met", slaResolve: "met", linkedTasks: [], thread: [ { from: "Sam Rivera", role: "customer", at: "Apr 20 14:22", body: "Please add an invoice.paid webhook so we can sync paid invoices to our ERP in real time." }, { from: "Marcus Jin", role: "internal", at: "Apr 21 11:00", body: "Thanks Sam — we already ship invoice.paid; see /docs/webhooks#invoice-events. Closing as not needed. Let me know if something's not working with the existing event!" }, ], tags: ["webhooks", "docs"], }, { id: "TICK-401", subject: "Internal: staging env broken — can't deploy", requester: { name: "Leo Esposito", email: "leo.e@acme.co", company: "Internal" }, channel: "internal", severity: "p1", status: "accepted", openedAt: "2026-04-22 10:30", firstResponseAt: "2026-04-22 10:32", assignee: "df", project: "platform", slaFirstResp: "met", slaResolve: "on-track", linkedTasks: ["t21"], thread: [ { from: "Leo Esposito", role: "customer", at: "10:30", body: "staging-web won't accept deploys since ~10:15. Getting 'image pull backoff' on every service." }, { from: "Dmitri Falk", role: "internal", at: "10:32", body: "On it — registry creds expired. Rotating now, should be back in ~15m." }, ], tags: ["infra", "staging"], }, ]; Object.assign(window, { TICKETS, TICKET_CHANNELS, TICKET_SEVERITIES, TICKET_STATUSES, SLA_TARGETS });