tungsten-tickets

Help desk (ticketing) plugin for Tungsten, the admin panel for FastAPI.

What you get

• Tickets with a number (TCK-00012), status, priority, category, agent, tags and the customer's name, email and phone.
• A conversation on each ticket: replies to the customer, the customer's messages, internal notes only your team sees, and a log of status and agent changes.
• Reply box with saved replies (canned answers), file attachments and "then set status".
• SLA: each priority has hours to resolve (urgent 4, high 8, normal 24, low 72). Late tickets show in red and in the Overdue tab.
• Tabs for Open, My tickets, Unassigned, Overdue, Waiting on customer and Resolved; filters; search; export.
• Bulk actions: assign, resolve, close, delete.
• Categories (Billing, Bug...) that can send new tickets to one agent.
• Dashboard numbers: open, unassigned, overdue, resolved this week.
• Support page for customers at <panel>/support: raise a ticket, then follow and answer it from a private link. No login needed.
• Emails to the customer when the ticket is received, on every reply and when resolved. New tickets and customer replies go to the agent's notification bell.
• Optional API: POST tickets to <panel>/api/tickets.
• Hooks so other plugins (WhatsApp, Slack...) can act on new tickets, replies and status changes.

Install

pip install tungsten-tickets

from tungsten_tickets import TicketsPlugin

panel = Panel(..., app_url="https://admin.example.com", auth=Auth(User, mailer=send_mail))
panel.plugin(TicketsPlugin())
panel.create_tables(engine)   # creates the ticket tables too

mailer is your function send_mail(to, subject, body). app_url makes the links in emails full links.

Options

TicketsPlugin(
    statuses={"open": ("Open", "info"), ...},          # key: (label, color). "resolved" and "closed" mean done
    priorities={"low": ("Low", "gray"), ...},
    sla_hours={"urgent": 4, "high": 8, "normal": 24, "low": 72},   # None for no due time
    number_prefix="TCK-",
    portal=True, portal_path="support",                # the public support page
    api_token="long-secret",                           # turns on POST <panel>/api/tickets
    email_requester=True,                              # emails to the customer
    notify_agents=True,                                # bell notifications for agents
    mailer=None,                                       # defaults to Auth(mailer=...)
    navigation_group="Help desk",
)

Open tickets from code

from tungsten_tickets import add_reply, create_ticket

ticket = create_ticket(db, subject="Order late", description="Where is order 12?",
                       requester_email="amit@example.com", priority="high", source="email")
add_reply(db, ticket, "It ships today.", user_id="1", status="waiting")
db.commit()

API

curl -X POST https://admin.example.com/admin/api/tickets \
  -H "X-Tickets-Token: long-secret" -H "Content-Type: application/json" \
  -d '{"subject": "Order late", "message": "Where is order 12?", "name": "Amit", "email": "amit@example.com"}'

Answer: {"id": 1, "number": "TCK-00001", "url": "<customer link>"}. Send external_id to skip duplicates.

Hooks

desk = panel.get_plugin("tickets")
desk.on_ticket_created("whatsapp", lambda db, ticket: ...)
desk.on_ticket_replied("whatsapp", lambda db, ticket, reply: ...)
desk.on_status_changed("slack", lambda db, ticket, old_status: ...)

Try it

pip install -e . -e plugins/tickets uvicorn
uvicorn plugins.tickets.example:app --reload

Sign in at http://127.0.0.1:8000/admin with admin@example.com / password. The support page is http://127.0.0.1:8000/admin/support.

More Tungsten plugins

Core package: tungsten-admin. Website and docs: https://tungsten.prisminfoways.com/