Customer support + helpdesk primitives
Helpdesk surfaces for the Mufflermen workshop crew — ticket queues, conversation threads, internal notes, macros, SLAs, CSAT, NPS, knowledge-base suggestions, customer profile, unified multi-channel inbox, triage automation and AI suggested replies. Realistic Mufflermen scenarios — Hilux fitment queries, Manta warranty claims, Bay 2 reschedules. Visual reference only — no real backend wired.
Customer support + helpdesk primitives is a reusable Oak Flats Muffler Men UI primitive with documented states, accessibility expectations, theme behavior, and implementation evidence.
Customer support + helpdesk primitives: Helpdesk surfaces for the Mufflermen workshop crew — ticket queues, conversation threads, internal notes, macros, SLAs, CSAT, NPS, knowledge-base suggestions, customer profile, unified multi-channel inbox, triage automation and AI suggested replies. Realistic Mufflermen scenarios — Hilux fitment queries, Manta warranty claims, Bay 2 reschedules. Visual reference only — no real backend wired.
Ticket row
Id, subject, customer avatar, status chip, priority chip, assignee, last update and live SLA chip — the workhorse helpdesk list row.
Priority chip
P0 critical, P1 high, P2 normal, P3 low. P0 pulses to draw the eye. Short or long label variants.
Support conversation thread
Public replies interleaved with internal notes — channel indicator (email / chat / SMS / phone) per entry plus author, timestamp and visibility chip.
Internal note composer
Yellow-tinted composer with a Not-visible-to-customer badge, @-mention picker, and ⌘+↵ submit.
Macro picker
Searchable macro list, live preview pane, variable placeholder chips, Insert button (aria-pressed).
SLA timer chip
Live SLA timer — green > 4h, amber 1-4h, red < 1h, critical-red when breached. role=status + aria-live.
Ticket status workflow
New → Open → Pending → On hold → Resolved → Closed; current state highlighted; allowed-transition chips below.
CSAT score card
Average score, smiley + star scale, response count, rating histogram and customer comment excerpt.
NPS survey card
0-10 picker with promoter / passive / detractor colour-coding, follow-up textarea and previous-response trend chip.
Linked articles suggester
Side panel — KB titles, category caption, match-score chip per article, open-in-side-pane CTA.
Customer profile sidebar
Avatar, name, contact, lifetime value, vehicles list, prior tickets and pinned internal notes.
Multi-channel inbox
Tab strip across Email / Chat / SMS / Phone / X / Facebook with per-channel count + filter chips. role=tablist.
Triage rules card
If [condition], then [route to team] + [set priority] + [tag with]. Uses the existing form pattern.
AI suggested reply card
Confidence chip, suggested text preview, optional rationale, Use / Refine / Reject actions.
Full helpdesk
Composed helpdesk — MultiChannelInbox + TicketRow list + SupportConversationThread + CustomerProfileSidebar right + LinkedArticlesSuggester + InternalNoteComposer + MacroPicker open.