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* Customer Support System Constants
*/
import {
TicketStatus,
TicketPriority,
TicketCategory,
MessageSenderType} from '@/types/support';
// Status display configuration
export const TICKET_STATUS_CONFIG: Record<
TicketStatus,
{ label: string; color: string; bgColor: string; description: string }
> = {
[TicketStatus.OPEN]: {
label: 'Open',
color: 'text-blue-700',
bgColor: 'bg-blue-100',
description: 'Ticket is awaiting initial response'},
[TicketStatus.IN_PROGRESS]: {
label: 'In Progress',
color: 'text-yellow-700',
bgColor: 'bg-yellow-100',
description: 'Agent is actively working on this ticket'},
[TicketStatus.AWAITING_CUSTOMER]: {
label: 'Awaiting Customer',
color: 'text-orange-700',
bgColor: 'bg-orange-100',
description: 'Waiting for customer response'},
[TicketStatus.AWAITING_AGENT]: {
label: 'Awaiting Agent',
color: 'text-purple-700',
bgColor: 'bg-purple-100',
description: 'Waiting for agent response'},
[TicketStatus.RESOLVED]: {
label: 'Resolved',
color: 'text-green-700',
bgColor: 'bg-green-100',
description: 'Issue has been resolved'},
[TicketStatus.CLOSED]: {
label: 'Closed',
color: 'text-gray-700',
bgColor: 'bg-gray-100',
description: 'Ticket is closed'},
[TicketStatus.CANCELLED]: {
label: 'Cancelled',
color: 'text-red-700',
bgColor: 'bg-red-100',
description: 'Ticket was cancelled'}};
// Priority display configuration
export const TICKET_PRIORITY_CONFIG: Record<
TicketPriority,
{ label: string; color: string; bgColor: string; icon: string; order: number }
> = {
[TicketPriority.LOW]: {
label: 'Low',
color: 'text-gray-600',
bgColor: 'bg-gray-100',
icon: 'arrow-down',
order: 1},
[TicketPriority.MEDIUM]: {
label: 'Medium',
color: 'text-blue-600',
bgColor: 'bg-blue-100',
icon: 'minus',
order: 2},
[TicketPriority.HIGH]: {
label: 'High',
color: 'text-orange-600',
bgColor: 'bg-orange-100',
icon: 'arrow-up',
order: 3},
[TicketPriority.URGENT]: {
label: 'Urgent',
color: 'text-red-600',
bgColor: 'bg-red-100',
icon: 'alert-triangle',
order: 4}};
// Category display configuration
export const TICKET_CATEGORY_CONFIG: Record<
TicketCategory,
{ label: string; icon: string; description: string }
> = {
[TicketCategory.ORDER_ISSUE]: {
label: 'Order Issue',
icon: 'package',
description: 'Problems with your order'},
[TicketCategory.PRODUCT_INQUIRY]: {
label: 'Product Inquiry',
icon: 'help-circle',
description: 'Questions about products'},
[TicketCategory.SHIPPING]: {
label: 'Shipping',
icon: 'truck',
description: 'Shipping and delivery questions'},
[TicketCategory.RETURNS_REFUNDS]: {
label: 'Returns & Refunds',
icon: 'refresh-cw',
description: 'Return or refund requests'},
[TicketCategory.PAYMENT]: {
label: 'Payment',
icon: 'credit-card',
description: 'Payment and billing issues'},
[TicketCategory.ACCOUNT]: {
label: 'Account',
icon: 'user',
description: 'Account-related issues'},
[TicketCategory.TECHNICAL]: {
label: 'Technical',
icon: 'settings',
description: 'Technical problems'},
[TicketCategory.FEEDBACK]: {
label: 'Feedback',
icon: 'message-square',
description: 'General feedback or suggestions'},
[TicketCategory.OTHER]: {
label: 'Other',
icon: 'more-horizontal',
description: 'Other inquiries'}};
// Sender type display configuration
export const MESSAGE_SENDER_CONFIG: Record<
MessageSenderType,
{ label: string; color: string; bgColor: string }
> = {
[MessageSenderType.CUSTOMER]: {
label: 'Customer',
color: 'text-blue-700',
bgColor: 'bg-blue-50'},
[MessageSenderType.AGENT]: {
label: 'Support Agent',
color: 'text-green-700',
bgColor: 'bg-green-50'},
[MessageSenderType.SYSTEM]: {
label: 'System',
color: 'text-gray-700',
bgColor: 'bg-gray-50'},
[MessageSenderType.BOT]: {
label: 'Assistant',
color: 'text-purple-700',
bgColor: 'bg-purple-50'}};
// Ticket number prefix
export const TICKET_NUMBER_PREFIX = 'TKT';
// SLA (Service Level Agreement) targets in hours
export const SLA_TARGETS = {
[TicketPriority.URGENT]: {
firstResponse: 1, // 1 hour
resolution: 4, // 4 hours
},
[TicketPriority.HIGH]: {
firstResponse: 4, // 4 hours
resolution: 24, // 24 hours
},
[TicketPriority.MEDIUM]: {
firstResponse: 8, // 8 hours
resolution: 48, // 48 hours
},
[TicketPriority.LOW]: {
firstResponse: 24, // 24 hours
resolution: 72, // 72 hours
}};
// Auto-close settings
export const AUTO_CLOSE = {
// Auto-close resolved tickets after X days of inactivity
resolvedAfterDays: 7,
// Auto-close awaiting customer tickets after X days
awaitingCustomerAfterDays: 14};
// Pagination defaults
export const SUPPORT_PAGINATION = {
defaultPageSize: 20,
maxPageSize: 100,
messageBatchSize: 50};
// File upload constraints
export const FILE_UPLOAD = {
maxSizeBytes: 10 * 1024 * 1024, // 10MB
maxFilesPerTicket: 10,
maxFilesPerMessage: 5,
allowedTypes: [
'image/jpeg',
'image/png',
'image/gif',
'image/webp',
'application/pdf',
'text/plain',
'application/msword',
'application/vnd.openxmlformats-officedocument.wordprocessingml.document',
],
allowedExtensions: ['.jpg', '.jpeg', '.png', '.gif', '.webp', '.pdf', '.txt', '.doc', '.docx']};
// Chatbot settings
export const CHATBOT = {
// Number of articles to suggest
maxSuggestedArticles: 3,
// Minimum keyword match score to suggest article (0-1)
minMatchScore: 0.3,
// Quick actions available in chatbot
quickActions: [
{ id: 'track_order', label: 'Track Order', icon: 'package' },
{ id: 'view_faq', label: 'View FAQ', icon: 'book-open' },
{ id: 'create_ticket', label: 'Create Ticket', icon: 'ticket' },
{ id: 'contact_agent', label: 'Contact Agent', icon: 'headphones' },
],
// Welcome message
welcomeMessage:
"Hello! I'm here to help. You can ask me a question, or choose one of the options below.",
// Fallback message when no match found
fallbackMessage:
"I'm sorry, I couldn't find an answer to your question. Would you like to create a support ticket to speak with one of our agents?"};
// Default FAQ categories
export const FAQ_CATEGORIES = [
{ id: 'orders', label: 'Orders & Shipping', icon: 'package' },
{ id: 'returns', label: 'Returns & Refunds', icon: 'refresh-cw' },
{ id: 'payments', label: 'Payments & Billing', icon: 'credit-card' },
{ id: 'account', label: 'Account & Profile', icon: 'user' },
{ id: 'products', label: 'Products', icon: 'box' },
{ id: 'general', label: 'General', icon: 'info' },
];
// Default canned response categories
export const CANNED_RESPONSE_CATEGORIES = [
'Greetings',
'Acknowledgment',
'Order Issues',
'Shipping',
'Returns & Refunds',
'Payment',
'Technical Support',
'Closing',
'Escalation',
];
// History action types
export const TICKET_HISTORY_ACTIONS = {
CREATED: 'created',
STATUS_CHANGED: 'status_changed',
PRIORITY_CHANGED: 'priority_changed',
ASSIGNED: 'assigned',
UNASSIGNED: 'unassigned',
CATEGORY_CHANGED: 'category_changed',
MESSAGE_ADDED: 'message_added',
ATTACHMENT_ADDED: 'attachment_added',
TAGS_CHANGED: 'tags_changed',
MERGED: 'merged',
ESCALATED: 'escalated'} as const;
// Rating labels
export const RATING_LABELS: Record<number, string> = {
1: 'Very Poor',
2: 'Poor',
3: 'Average',
4: 'Good',
5: 'Excellent'};
// Status transitions (what statuses can transition to what)
export const STATUS_TRANSITIONS: Record<TicketStatus, TicketStatus[]> = {
[TicketStatus.OPEN]: [
TicketStatus.IN_PROGRESS,
TicketStatus.AWAITING_CUSTOMER,
TicketStatus.RESOLVED,
TicketStatus.CANCELLED,
],
[TicketStatus.IN_PROGRESS]: [
TicketStatus.AWAITING_CUSTOMER,
TicketStatus.AWAITING_AGENT,
TicketStatus.RESOLVED,
TicketStatus.CANCELLED,
],
[TicketStatus.AWAITING_CUSTOMER]: [
TicketStatus.IN_PROGRESS,
TicketStatus.AWAITING_AGENT,
TicketStatus.RESOLVED,
TicketStatus.CLOSED,
TicketStatus.CANCELLED,
],
[TicketStatus.AWAITING_AGENT]: [
TicketStatus.IN_PROGRESS,
TicketStatus.AWAITING_CUSTOMER,
TicketStatus.RESOLVED,
TicketStatus.CANCELLED,
],
[TicketStatus.RESOLVED]: [TicketStatus.CLOSED, TicketStatus.IN_PROGRESS],
[TicketStatus.CLOSED]: [TicketStatus.OPEN],
[TicketStatus.CANCELLED]: []};
// Notification types for support events
export const SUPPORT_NOTIFICATION_TYPES = {
TICKET_CREATED: 'support_ticket_created',
TICKET_UPDATED: 'support_ticket_updated',
TICKET_ASSIGNED: 'support_ticket_assigned',
TICKET_RESOLVED: 'support_ticket_resolved',
MESSAGE_RECEIVED: 'support_message_received'} as const;
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