Each message from your support form becomes a numbered ticket, and the answers go by email.
For a shop or a software maker with a support form.
Start the support tickets blueprint on Typestate
Asked you for the address of your support page and your team's address and the address your emails come from.
Started Support tickets: 3 record types, 6 web endpoints.
8 actions are compiling.
Deployed to Sandbox. Try it at your Sandbox address.
Each step has 3 parts: who starts it, how it reaches your backend, and the action that answers.
The rule you will want to change first
A ticket whose customer waited more than 24 hours is named to the team, once, until the customer writes again.
It lives in the action Chase Unanswered Tickets. Tell your agent how you want it instead: one sentence changes, and you read the change before it goes Live.
The map shows the records it keeps, the actions it runs and the services it calls.
What it keeps
What it does
What it reaches
One person who wrote to support, with the code in their own link.
A customer is saved when they first write. The actions find them by their code.
One question from a customer, with its number, its state and who has it.
A customer opens and answers tickets through the actions. Only your key deletes one.
One message on a ticket, from the customer or from the team.
A customer adds messages through the actions. Only your key reads them all.
Open an action to read its steps: each sentence, with the calls that do it under it.
From the webPOST /tickets
EmailEmail, needed
Nametext, optional
Subjecttext, needed
Messagetext, needed
Find the Customer whose email is the given email.When none matches, create a Customer with the given email and name, and a new code of 12 random letters and digits.The customer's code is that Customer's code, or the new code.
customer is
Find the first Customer where
email is input.email
when none carry on without one
new_code is a random code of 12 letters and digits
When customer holds no value
Add a Customer
set code to new_code
set email to input.email
set name to input.name
code is the customer's code, or else the value named new code
The ticket's number is the count of Tickets plus one.
tickets is
Count all Tickets
number is tickets + 1
Create a Ticket with that number, customer_email set to the given email, subject set to the given subject, and last_customer_at set to now.Create a Reply for that Ticket with author set to customer and body set to the given message.
Add a Ticket
set customer_email to input.email
set last_customer_at to now
set number to number
set subject to input.subject
Add a Reply
set author to "customer"
set body to input.message
set ticket_id to ticket.id
Email the given email with the subject "We got your message", saying the ticket's number and the customer's own link, which is the SUPPORT_ADDRESS setting with ?code= and the customer's code on the end.
Send an email
to input.email
template "Open a Ticket Email"
code code
number number as a number
value the setting SUPPORT_ADDRESS
Email the TEAM_EMAIL setting with the subject "New ticket", saying the ticket's number, the given subject and the given email.
Send an email
to the setting TEAM_EMAIL
template "New Ticket Email"
email input.email
number number as a number
subject input.subject
Answer with the ticket's number.
Answer
number is number
From the webPOST /tickets/reply
Numbera whole number, needed
Messagetext, needed
Find the Ticket whose number is the given number.When none matches, refuse with "No such ticket".
ticket is
Find the first Ticket where
number is input.number
when none refuse "No such ticket"
When that Ticket's state is closed, refuse with "This ticket is closed".
When ticket.state is "closed"
Refuse "This ticket is closed"
Find the Customer whose email is that Ticket's customer_email.When none matches, refuse with "No customer matches this ticket".
customer is
Find the first Customer where
email is ticket.customer_email
when none refuse "No customer matches this ticket"
Create a Reply for that Ticket with author set to team and body set to the given message.Change that Ticket's state to waiting.
Add a Reply
set author to "team"
set body to input.message
set ticket_id to ticket.id
Change the Ticket where
id is ticket.id
set state to "waiting"
Email that Ticket's customer_email with the subject "An answer to your ticket", saying the ticket's number, the given message, and the customer's own link, which is the SUPPORT_ADDRESS setting with ?code= and that Customer's code on the end.
Send an email
to ticket.customer_email
template "Reply to a Ticket Email"
code customer.code
message input.message
number ticket.number as a number
value the setting SUPPORT_ADDRESS
Answer with that Ticket's number, and waiting as the state.
Answer
number is ticket.number
state is "waiting"
From the webPOST /tickets/answer
Codetext, needed
Numbera whole number, needed
Messagetext, needed
Find the Customer whose code is the given code.When none matches, refuse with "No tickets match this link".
customer is
Find the first Customer where
code is input.code
when none refuse "No tickets match this link"
Find the Ticket whose number is the given number and whose customer_email is that Customer's email.When none matches, refuse with "No tickets match this link".
ticket is
Find the first Ticket where
customer_email is customer.email
number is input.number
when none refuse "No tickets match this link"
When that Ticket's state is closed, refuse with "This ticket is closed. Open a new one".
When ticket.state is "closed"
Refuse "This ticket is closed. Open a new one"
Create a Reply for that Ticket with author set to customer and body set to the given message.Change that Ticket's state to open, its last_customer_at to now, and its chased to false.
Add a Reply
set author to "customer"
set body to input.message
set ticket_id to ticket.id
Change the Ticket where
id is ticket.id
set chased to false
set last_customer_at to now
set state to "open"
Answer with that Ticket's number, and open as the state.
Answer
number is ticket.number
state is "open"
From the webPOST /tickets/update
Numbera whole number, needed
Stateone of open, waiting, solved, optional
Assigneetext, optional
Find the Ticket whose number is the given number.When none matches, refuse with "No such ticket".
ticket is
Find the first Ticket where
number is input.number
when none refuse "No such ticket"
When that Ticket's state is closed, refuse with "This ticket is closed".
When ticket.state is "closed"
Refuse "This ticket is closed"
Change that Ticket's state to the given state and its assignee to the given assignee, and keep each one that is not given.When the given state is solved, set its solved_at to now.
new_state is the given state, or else the ticket's state
Change the Ticket where
id is ticket.id
set assignee to the given assignee, or else the ticket's assignee
set solved_at to now when the given state is "solved", otherwise the ticket's solved at
set state to new_state
Answer with that Ticket's number, its state and its assignee.
Answer
assignee is changed.assignee
number is ticket.number
state is changed.state
From the webGET /tickets/mine
Codetext, needed
Find the Customer whose code is the given code.When none matches, refuse with "No tickets match this link".
customer is
Find the first Customer where
code is input.code
when none refuse "No tickets match this link"
List the Tickets whose customer_email is that Customer's email, newest first.
tickets is
Find Tickets where
customer_email is customer.email
sorted by created_at, highest first
For each Ticket, answer its number, subject, state, and created_at as the time it was opened.
rows is
each ticket of tickets as
number is ticket.number
opened_at is ticket.created_at
state is ticket.state
subject is ticket.subject
Answer
tickets is rows
From the webGET /tickets
Stateone of open, waiting, solved, closed, optional
List the Tickets, the oldest last_customer_at first.When a state is given, list only the Tickets in that state.
tickets is
Find Tickets where
state is input.state
sorted by last_customer_at, lowest first
For each Ticket, answer its number, customer_email, subject, state, assignee and last_customer_at.
rows is
each ticket of tickets as
assignee is ticket.assignee
customer_email is ticket.customer_email
last_customer_at is ticket.last_customer_at
number is ticket.number
state is ticket.state
subject is ticket.subject
Answer
tickets is rows
A timer, every hour at 00 past
Nothing. It needs no input.
List the Tickets whose state is open, whose chased is false, and whose last_customer_at is 24 hours ago or earlier.
tickets is
Find Tickets where
chased is false
last_customer_at is on or before now - 24 hours
state is "open"
For each of those Tickets, change its chased to true, and keep its number for the email.
numbers is an empty list
For each ticket in tickets
Change the Ticket where
id is ticket.id
set chased to true
Adds the ticket's number as the text of a number to numbers.
When there is at least one such Ticket, email the TEAM_EMAIL setting with the subject "Tickets waiting for an answer", saying the count of those Tickets and their numbers.
When number of numbers is more than 0
Send an email
to the setting TEAM_EMAIL
template "Chase Unanswered Tickets Email"
count the number of the value named numbers as a number
numbers the items of the value named numbers joined with ", "
A timer, every day at 03:00, Berlin time
Nothing. It needs no input.
List the Tickets whose state is solved and whose solved_at is 7 days ago or earlier.
tickets is
Find Tickets where
solved_at is on or before now - 7 days
state is "solved"
For each of those Tickets, change its state to closed.
For each ticket in tickets
Change the Ticket where
id is ticket.id
set state to "closed"
People sign up and sign in with an email address and a password, or with a provider you add, such as Google.
| What it does | Who may call | Address |
|---|---|---|
| Your support form posts here. | anyone | POST /tickets |
| A customer answers on a ticket from their own link. | anyone | POST /tickets/answer |
| A customer reads their tickets from their own link. | anyone | GET /tickets/mine |
| Only your team, with your key, answers a ticket. | you, with your key | POST /tickets/reply |
| Only your team, with your key, assigns a ticket or changes its state. | you, with your key | POST /tickets/update |
| Only your team, with your key, reads the tickets. | you, with your key | GET /tickets |
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7 actionsEach sale and delivery moves the stock, and the owner gets one email when a product runs low.
5 actionsPeople join a waiting list from your page, and each friend they bring moves them up.
4 actions