Specification layers
Context
Architecture, design, and domain vocabulary
3 documents4/4 covered2 open items
Context
Architecture, design, and domain vocabulary
Support desk
Modelactive
SUPPORT Support desk
activeDefine the shared vocabulary for a small customer support workflow.
SUPPORT-M001: Ticket covered 1
A customer request that needs a response from an agent.
SUPPORT-M002: Agent covered 1
A team member who reviews tickets and sends replies.
SUPPORT-M003: Priority covered 1
A visible urgency label used to sort the queue.
Rules
SUPPORT-M-R001: Tickets keep a stable public reference. covered by direct test 1
Spec context
Model Diagram line 32
erDiagram
AGENT ||--o{ TICKET : handles
TICKET }o--|| PRIORITY : hasOpen Questions line 40
- SUPPORT-Q001: Should permission tables have optional coverage checks later?
Assumptions line 44
- SUPPORT-A001: Review notes are shown in reports as informational context.
Permissions line 48
- Agents can view assigned tickets.
- Leads can reassign tickets.
Coverage recommendation: enforceable API and permission behavior should also be captured as rules and scenarios so tests can reference stable IDs.
Support platform
Stack
accepted
Define the minimal technical platform for the support desk mock.
Stack
Runtime
- TypeScript for application and test code
- Browser-rendered HTML reports
Context
The mock report must run without external application services.
Rationale
Keep report examples deterministic and easy to publish.
Consequences
Mock data and screenshots are stored with the fixture.
Support desk experience
Design
draft
Define the visual direction demonstrated by the support desk mock.
Design
The interface keeps ticket context and reply actions close together.
Navigation
Keep the inbox and active ticket within one interaction context.
Principles
- Make ticket status easy to scan
- Keep the primary reply action obvious
Layout
Use a ticket list beside the active conversation on wider screens.
Interaction
Opening a ticket preserves the agent's position in the list.
Visual style
Use restrained surfaces with clear status accents.
Delivery surfaces
User-visible applications and workflows
2 documents5/7 covered
Delivery surfaces
User-visible applications and workflows
Ticket inbox
active
playwrightscreenshots optionalLet agents find the next ticket to work on without losing context.
Rules
SUPPORT-INBOX-R001: The inbox MUST show open tickets first. covered by SUPPORT-INBOX-S001 1SUPPORT-INBOX-R002: The inbox SHOULD highlight high priority tickets. covered by SUPPORT-INBOX-S001 1
Scenarios
SUPPORT-INBOX-S001: Agent reviews the queue covered 1
Rules covered by this scenario: SUPPORT-INBOX-R001 SUPPORT-INBOX-R002
Given an agent has open tickets line 27 no screenshot captured
When they open the inbox line 28 screen changed · screenshot captured
Then open tickets are listed by age with priority badges line 29 same screen as line 28
Ticket replies
active
playwrightscreenshots optionalHelp agents answer a customer without leaving the ticket.
Rules
SUPPORT-REPLY-R001: The reply composer MUST preserve unsent text. covered by SUPPORT-REPLY-S001 1SUPPORT-REPLY-R002: Saved replies SHOULD be reusable across tickets. missing coverage
