user-support-ticketing-system-for-saas
Made by JeffBuild production-grade support ticketing: schema, SLA engine, APIs, queues, admin/user UI, email, cron. Use when adding tickets or SLA tracking.
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What's New with this Skill
2Updates, enhancements, and release notes for this skill.
Updated: user-support-ticketing, privacy and delivery bugs fixed across the reference code
Several reference patterns leaked or lost data: EXIF stripping kept GPS coordinates, customer-facing exports and filters included internal notes, tickets on legal hold were redacted, and inbound webhooks were marked seen before handling so a crash dropped them. Vercel cron handlers used POST with a made-up header instead of GET with a Bearer token. Provider migration details were corrected too.
- Photo uploads strip GPS and other EXIF metadata
- Customer-facing exports and filters no longer include internal notes
- Inbound webhooks are marked seen only after they are handled
- Vercel cron handlers use GET with a Bearer token
- Legal-hold tickets are skipped during account deletion
Checked against the installed Next.js, Drizzle, sharp, Stripe, Resend and Playwright packages and the official docs for Vercel cron, Sentry, Resend and each migration source.
- Privacy. Image processing now removes GPS and other EXIF metadata, customer-facing exports and filters exclude internal notes, and offboarding skips tickets under legal hold.
- Reliability. Inbound webhooks are marked processed only after handling, so a crash no longer loses them, and the Statuspage handler no longer relies on a signature header Statuspage never sends.
user-support-ticketing-system-for-saas: support ticketing for a SaaS app, from Drizzle schema and SLA engine to email and cron alerts
Next.js support ticketing: Drizzle schema, SLA engine with pause/resume, admin and user APIs, email pipeline, cron alerter. Every customer-visible reply runs through /de-slopify before send (a Hard Invariant).
- Hard Invariant: every customer-visible reply runs through /de-slopify before send: admin replies, system templates, AI drafts, saved replies, bot turns
- SLA engine with pause/resume on awaiting_customer, anchored to last support-message timestamp; cron flags at-risk + breached but never auto-resolves
- 4 EXACT prompts cover greenfield, audit-existing, enterprise-tier add, and non-default archetypes (internal tools, marketplaces, regulated support)
- 12-provider migration playbook: Zendesk, Intercom, Help Scout, Freshdesk, Plain, Linear, Front, Gorgias, Zoho Desk, JSM, HubSpot, Salesforce Service Cloud
- AI assist drafts replies, but a human stays in the customer-facing reply path: AI drafts, a human reviews and sends. The in-product chatbot keeps a talk-to-a-human handoff visible
- Bootstrap script auto-installs companion skills via jsm install (de-slopify required, others degrade gracefully), and doctor.sh blocks the EXACT PROMPTS until prerequisites pass
- Threat model + validation gates: webhook idempotency, prompt-injection defense, GDPR erasure with tombstone, litigation-hold preservation
- 72 reference files covering operator library, incident patterns, regression detection from tickets, postmortem loops, war-room mode, forensics, customer-lifecycle integration
This skill builds the support ticketing layer for a SaaS app: a Drizzle schema with supportTickets + supportMessages + audit log, an SLA-aware service layer, admin and user APIs, an email pipeline, and the cron alerter. Next.js + Drizzle + Resend is the default stack; doctor.sh --portable plus the framework and provider portability guides cover other stacks and support archetypes.