Feature
High
Planned
Sapphire Help Desk: support-system alpha
A self-hosted help desk for customer tickets, assignees, SLA, internal notes, attachments and AI-assisted handling.
0%
Kind
Feature
Priority
High
Target
05.09.2026
Progress
0%
Content
Goal
Build a self-hosted help desk for customer requests and internal service workflows with clear ownership, durable history and AI-assisted handling.
- Ticket domain model: requests, categories, priority, status, requester, assignee, timestamps, SLA fields and history.
- Support workspace: queues, filters, search, ticket details, internal notes, public replies and attachments.
- Assignment and escalation: teams, reassignment, watchers, deadlines and basic escalation rules.
- Customer contour: ticket creation, status view, replies and secure access to owned tickets.
- Security, audit and AI readiness: permissions, append-only audit, protected attachments and scoped MCP access.
Alpha criteria
- Create tickets as customer or staff.
- Categories, priorities, states and assignees.
- Public replies, internal notes and attachments.
- Change history and basic SLA tracking.
- Customer, operator and administrator permissions.
- Support queues and filters.
- Safe AI assistance without automatic reply delivery.
Alpha target: 5 September 2026.