Phase 10: Support Ticket System

Status: Not started Depends on: Phase 9 (Email Dispatcher — for email notifications)

Goal

Polish and harden the existing ticket system with SLA tracking display, email notifications on ticket create/reply, priority auto-escalation, and ticket assignment.

Planned Scope

Backend

Email notifications (using Phase 9 HTML templates)

New ticket created → email to super admin(s)
Super admin replies → email to school admin
School admin replies → email to super admin(s)
Template: ticket_notification.html

SLA display

first_response_at already stored — compute SLA status in list endpoint:
- sla_status: on_track | at_risk (>24h no response) | breached (>48h no response)
Add sla_status to ticket list response

Priority auto-escalation (new Celery task tickets.escalate_stale)

Scheduled every hour
Tickets open > 48h with priority = normal → set priority = high
Tickets open > 72h with no reply → set priority = urgent

Ticket assignment

assigned_to: str | None column already on model
PUT /api/tickets/{id} already accepts assigned_to
Add GET /api/users?role=super_admin filter for assignee picker

Bulk actions

POST /api/tickets/bulk-close — close list of resolved ticket IDs (super admin)

Frontend

TicketsPage.vue — super admin view enhancements

SLA status column (green/amber/red badge)
Assignee column + inline assign dropdown
Priority badge
Bulk close: checkbox selection + "Close Selected" button
Status filter tabs (All / Open / In Progress / Resolved / Closed)

TicketDetailPage.vue — enhancements

Assignee selector
Priority selector
SLA timer display (hours since opened, color-coded)
Internal notes clearly marked with lock icon (super admin only)

worker.py — add tickets.escalate_stale to beat schedule (every hour)

Key Files to Modify

backend/app/routers/tickets.py — SLA status in response, bulk-close endpoint
backend/app/tasks/tickets.py (new) — escalate_stale task
backend/app/worker.py — add escalation task to beat schedule
backend/app/templates/email/ticket_notification.html (new)
frontend/src/pages/TicketsPage.vue — SLA, assign, bulk close
frontend/src/pages/TicketDetailPage.vue — SLA timer, assign, priority
frontend/src/lib/api.ts — bulkCloseTickets