PhoenixKit.Modules.CustomerService.Ticket (phoenix_kit v1.7.71)

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Schema for support tickets.

Represents a customer support request with status workflow, assignment, and comment threads including internal notes.

Status Flow

  • open - New ticket, awaiting assignment or response
  • in_progress - Being worked on by support staff
  • resolved - Issue resolved, awaiting confirmation
  • closed - Ticket closed (resolved or abandoned)

Transitions

  • open -> in_progress (when assigned or work begins)
  • open -> resolved (direct resolution)
  • open -> closed (close without resolution)
  • in_progress -> resolved
  • in_progress -> open (return/unassign)
  • in_progress -> closed
  • resolved -> closed (auto or manual)
  • resolved -> open (reopen by customer)
  • closed -> open (reopen, if allowed)

Fields

  • user_uuid - Customer who created the ticket
  • assigned_to_uuid - Support staff handling the ticket
  • title - Brief description of the issue
  • description - Full details of the issue
  • status - open/in_progress/resolved/closed
  • slug - URL-friendly identifier
  • comment_count - Denormalized counter
  • metadata - Flexible JSONB for future extensions
  • resolved_at - When ticket was resolved
  • closed_at - When ticket was closed

Examples

# New ticket
%Ticket{
  uuid: "018e3c4a-9f6b-7890-abcd-ef1234567890",
  user_uuid: "018e3c4a-1111-7890-abcd-ef1234567890",
  assigned_to_uuid: nil,
  title: "Cannot login to my account",
  description: "I get an error when trying to login...",
  status: "open",
  slug: "cannot-login-to-my-account",
  comment_count: 0
}

# Ticket being worked on
%Ticket{
  user_uuid: "018e3c4a-1111-7890-abcd-ef1234567890",
  assigned_to_uuid: "018e3c4a-2222-7890-abcd-ef1234567890",
  title: "Payment failed",
  description: "...",
  status: "in_progress",
  comment_count: 3
}

# Resolved ticket
%Ticket{
  user_uuid: "018e3c4a-1111-7890-abcd-ef1234567890",
  assigned_to_uuid: "018e3c4a-2222-7890-abcd-ef1234567890",
  status: "resolved",
  resolved_at: ~U[2025-01-15 14:30:00Z]
}

Summary

Types

t()

Functions

assigned?(ticket)

Check if ticket is assigned to someone.

can_comment?(ticket)

Check if ticket can receive comments (not closed).

changeset(ticket, attrs)

Changeset for creating or updating a ticket.

closed?(arg1)

Check if ticket is closed.

in_progress?(arg1)

Check if ticket is in progress.

open?(arg1)

Check if ticket is open.

resolved?(arg1)

Check if ticket is resolved.

statuses()

Returns list of valid statuses.

valid_transition?(current_status, new_status)

Check if transition from current to new status is valid.

valid_transitions(arg1)

Valid transitions from current status.

Types

t()

@type t() :: %PhoenixKit.Modules.CustomerService.Ticket{
  __meta__: term(),
  assigned_to:
    PhoenixKit.Users.Auth.User.t() | Ecto.Association.NotLoaded.t() | nil,
  assigned_to_uuid: UUIDv7.t() | nil,
  attachments:
    [PhoenixKit.Modules.CustomerService.TicketAttachment.t()]
    | Ecto.Association.NotLoaded.t(),
  closed_at: DateTime.t() | nil,
  comment_count: integer(),
  comments:
    [PhoenixKit.Modules.CustomerService.TicketComment.t()]
    | Ecto.Association.NotLoaded.t(),
  description: String.t(),
  inserted_at: DateTime.t() | nil,
  metadata: map(),
  resolved_at: DateTime.t() | nil,
  slug: String.t(),
  status: String.t(),
  status_history:
    [PhoenixKit.Modules.CustomerService.TicketStatusHistory.t()]
    | Ecto.Association.NotLoaded.t(),
  title: String.t(),
  updated_at: DateTime.t() | nil,
  user: PhoenixKit.Users.Auth.User.t() | Ecto.Association.NotLoaded.t(),
  user_uuid: UUIDv7.t(),
  uuid: UUIDv7.t() | nil
}

Functions

assigned?(ticket)

Check if ticket is assigned to someone.

can_comment?(ticket)

Check if ticket can receive comments (not closed).

changeset(ticket, attrs)

Changeset for creating or updating a ticket.

Required Fields

  • user_uuid - Customer who created the ticket
  • title - Brief description
  • description - Full details
  • status - Must be: "open", "in_progress", "resolved", or "closed"

Validation Rules

  • Title max 255 characters
  • Status must be valid
  • Slug auto-generated from title if not provided

closed?(arg1)

Check if ticket is closed.

in_progress?(arg1)

Check if ticket is in progress.

open?(arg1)

Check if ticket is open.

resolved?(arg1)

Check if ticket is resolved.

statuses()

Returns list of valid statuses.

valid_transition?(current_status, new_status)

Check if transition from current to new status is valid.

valid_transitions(arg1)

Valid transitions from current status.