Crear Ticket Manualmente

Permite al agente abrir un ticket en nombre del cliente.

Pasos

1. Haz clic en ”+ Nuevo Ticket”
2. Busca o selecciona el cliente
3. Rellena: Asunto, Descripción, Prioridad, Equipo
4. Asigna a un agente (o déjalo sin asignar para la cola)
5. Haz clic en “Crear Ticket”

Nota

Acceso requerido: Agente o superior

Detalles técnicos — Crear ticket manualmente

API de tickets

GET    /api/support/tickets              — Listar con filtros
POST   /api/support/tickets              — Crear ticket
GET    /api/support/tickets/:id          — Obtener ticket
PATCH  /api/support/tickets/:id          — Actualizar ticket
POST   /api/support/tickets/:id/reply    — Responder ticket
POST   /api/support/tickets/:id/merge    — Fusionar tickets
POST   /api/support/tickets/:id/close    — Cerrar + enviar CSAT

Schema de creación

interface CreateTicketInput {
  customer_id: string;
  subject: string;
  description: string;
  priority: 'low' | 'medium' | 'high' | 'urgent';
  channel: 'email' | 'chat' | 'portal' | 'phone' | 'manual';
  agent_id?: string;
  team_id?: string;
  tags?: string[];
  attachments?: File[];
}

Trigger de SLA al crear ticket

CREATE OR REPLACE FUNCTION calculate_sla_breach()
RETURNS TRIGGER AS $$
DECLARE
  policy sla_policies%ROWTYPE;
BEGIN
  SELECT * INTO policy FROM sla_policies
  WHERE priority = NEW.priority LIMIT 1;

  IF policy.id IS NOT NULL THEN
    NEW.sla_breach_at := NEW.created_at +
      (policy.resolution_hours || ' hours')::INTERVAL;
  END IF;

  RETURN NEW;
END;
$$ LANGUAGE plpgsql;

CREATE TRIGGER set_sla_on_ticket_create
  BEFORE INSERT ON support_tickets
  FOR EACH ROW EXECUTE FUNCTION calculate_sla_breach();