clarion-shared-types 1.0.90 → 1.0.92

package/dist/types/modules/support/enums/support-enums.d.ts

@@ -0,0 +1,341 @@
+/**
+ * Frontend mirrors of the support enums in grm-shared-library.
+ *
+ * Kept in ONE file rather than one per enum: the admin's support console
+ * imports most of them together and the set only means anything as a whole. The
+ * values are byte-identical to the backend's, because they travel over the wire
+ * as strings and any drift would show up as a silently unstyled chip rather
+ * than a compile error.
+ */
+/** The helpdesk a deployment mirrors tickets to, if any. */
+export declare enum SupportProviderCode {
+    ZAMMAD = "ZAMMAD",
+    FRESHDESK = "FRESHDESK",
+    /** No external helpdesk. Clarion is the whole system of record. */
+    NONE = "NONE"
+}
+/** What a helpdesk adapter is able to do. The admin builds its buttons from this. */
+export declare enum SupportProviderCapability {
+    CREATE_TICKET = "CREATE_TICKET",
+    UPDATE_TICKET = "UPDATE_TICKET",
+    PUBLIC_REPLY = "PUBLIC_REPLY",
+    INTERNAL_NOTE = "INTERNAL_NOTE",
+    ASSIGN_TICKET = "ASSIGN_TICKET",
+    CHANGE_STATUS = "CHANGE_STATUS",
+    CLOSE_REOPEN = "CLOSE_REOPEN",
+    ATTACHMENTS = "ATTACHMENTS",
+    CONTACTS = "CONTACTS",
+    SEARCH = "SEARCH",
+    WEBHOOKS = "WEBHOOKS",
+    FETCH_TICKET = "FETCH_TICKET"
+}
+/** Lifecycle of a support ticket. */
+export declare enum SupportTicketStatus {
+    NEW = "NEW",
+    OPEN = "OPEN",
+    ASSIGNED = "ASSIGNED",
+    IN_PROGRESS = "IN_PROGRESS",
+    WAITING_ON_CUSTOMER = "WAITING_ON_CUSTOMER",
+    WAITING_ON_INTERNAL_TEAM = "WAITING_ON_INTERNAL_TEAM",
+    RESOLVED = "RESOLVED",
+    CLOSED = "CLOSED",
+    REOPENED = "REOPENED",
+    CANCELLED = "CANCELLED"
+}
+/** How urgently a ticket needs answering. */
+export declare enum SupportTicketPriority {
+    CRITICAL = "CRITICAL",
+    URGENT = "URGENT",
+    HIGH = "HIGH",
+    NORMAL = "NORMAL",
+    LOW = "LOW"
+}
+/** How a ticket reached Clarion. */
+export declare enum SupportTicketChannel {
+    MOBILE_APP = "MOBILE_APP",
+    WEB_APP = "WEB_APP",
+    AGENT_PORTAL = "AGENT_PORTAL",
+    PROVIDER = "PROVIDER",
+    EMAIL = "EMAIL",
+    PHONE = "PHONE",
+    SMS = "SMS",
+    CHAT = "CHAT",
+    SYSTEM = "SYSTEM",
+    API = "API"
+}
+/** Who or what caused the ticket to exist. */
+export declare enum SupportTicketSource {
+    CUSTOMER = "CUSTOMER",
+    AGENT = "AGENT",
+    SYSTEM = "SYSTEM",
+    FEEDBACK_CONVERSION = "FEEDBACK_CONVERSION",
+    PROVIDER_SYNC = "PROVIDER_SYNC",
+    CHAT_ESCALATION = "CHAT_ESCALATION"
+}
+/**
+ * What kind of entry a conversation item is.
+ *
+ * INTERNAL_NOTE is the one the UI must never render on a customer-facing
+ * surface. The admin styles it distinctly for the same reason - an agent who
+ * cannot tell at a glance which entries the customer can see will eventually
+ * write the wrong thing in the wrong box.
+ */
+export declare enum SupportTicketMessageType {
+    CUSTOMER_MESSAGE = "CUSTOMER_MESSAGE",
+    AGENT_REPLY = "AGENT_REPLY",
+    INTERNAL_NOTE = "INTERNAL_NOTE",
+    SYSTEM_MESSAGE = "SYSTEM_MESSAGE",
+    STATUS_MESSAGE = "STATUS_MESSAGE"
+}
+/** Who wrote a conversation entry. */
+export declare enum SupportMessageAuthorType {
+    CUSTOMER = "CUSTOMER",
+    AGENT = "AGENT",
+    SYSTEM = "SYSTEM",
+    PROVIDER_AGENT = "PROVIDER_AGENT"
+}
+/** Whether an entry was written here or arrived from the helpdesk. */
+export declare enum SupportMessageOrigin {
+    CLARION = "CLARION",
+    PROVIDER = "PROVIDER"
+}
+/** Where a ticket stands against one SLA target. */
+export declare enum SupportSlaState {
+    ON_TRACK = "ON_TRACK",
+    WARNING = "WARNING",
+    BREACHED = "BREACHED",
+    PAUSED = "PAUSED",
+    MET = "MET",
+    NOT_APPLICABLE = "NOT_APPLICABLE"
+}
+/** Which clock a state describes. */
+export declare enum SupportSlaTarget {
+    FIRST_RESPONSE = "FIRST_RESPONSE",
+    RESOLUTION = "RESOLUTION"
+}
+/** How a policy measures elapsed time. */
+export declare enum SupportSlaClock {
+    CALENDAR = "CALENDAR",
+    BUSINESS = "BUSINESS"
+}
+/** What a customer is telling us. */
+export declare enum CustomerFeedbackType {
+    BUG_REPORT = "BUG_REPORT",
+    FEATURE_REQUEST = "FEATURE_REQUEST",
+    COMPLAINT = "COMPLAINT",
+    COMPLIMENT = "COMPLIMENT",
+    GENERAL = "GENERAL",
+    SERVICE_RATING = "SERVICE_RATING",
+    SUPPORT_RATING = "SUPPORT_RATING"
+}
+/** Where a piece of feedback is in its review workflow. */
+export declare enum CustomerFeedbackStatus {
+    NEW = "NEW",
+    UNDER_REVIEW = "UNDER_REVIEW",
+    ACKNOWLEDGED = "ACKNOWLEDGED",
+    RESPONDED = "RESPONDED",
+    CONVERTED_TO_TICKET = "CONVERTED_TO_TICKET",
+    CLOSED = "CLOSED",
+    DISMISSED = "DISMISSED"
+}
+/** Where the feedback was submitted from. */
+export declare enum CustomerFeedbackChannel {
+    MOBILE_APP = "MOBILE_APP",
+    WEB_APP = "WEB_APP",
+    AGENT_PORTAL = "AGENT_PORTAL",
+    API = "API"
+}
+/** Coarse sentiment, derived from type and rating - never from the message text. */
+export declare enum CustomerFeedbackSentiment {
+    POSITIVE = "POSITIVE",
+    NEUTRAL = "NEUTRAL",
+    NEGATIVE = "NEGATIVE",
+    UNKNOWN = "UNKNOWN"
+}
+/** Who wrote an entry in a feedback thread. */
+export declare enum CustomerFeedbackMessageAuthorType {
+    CUSTOMER = "CUSTOMER",
+    REVIEWER = "REVIEWER",
+    SYSTEM = "SYSTEM"
+}
+/** The kind of Clarion record a ticket or a piece of feedback is about. */
+export declare enum SupportRelatedEntityType {
+    INCIDENT = "INCIDENT",
+    BILLING_SUBSCRIPTION = "BILLING_SUBSCRIPTION",
+    BILLING_INVOICE = "BILLING_INVOICE",
+    BILLING_PAYMENT = "BILLING_PAYMENT",
+    BILLING_PACKAGE = "BILLING_PACKAGE",
+    CHAT_CONVERSATION = "CHAT_CONVERSATION",
+    NEWSFEED_POST = "NEWSFEED_POST",
+    NEWSFEED_COMMENT = "NEWSFEED_COMMENT",
+    PARTNER_DISPATCH = "PARTNER_DISPATCH",
+    RESPONSE_UNIT = "RESPONSE_UNIT",
+    ORGANIZATION = "ORGANIZATION",
+    USER = "USER",
+    APP_SCREEN = "APP_SCREEN",
+    SUPPORT_TICKET = "SUPPORT_TICKET",
+    CUSTOMER_FEEDBACK = "CUSTOMER_FEEDBACK",
+    OTHER = "OTHER"
+}
+/** Which Clarion record a synchronization row is mirroring. */
+export declare enum SupportSyncEntityType {
+    TICKET = "TICKET",
+    MESSAGE = "MESSAGE",
+    ATTACHMENT = "ATTACHMENT",
+    CONTACT = "CONTACT"
+}
+/** What a synchronization row is trying to do at the provider. */
+export declare enum SupportSyncOperation {
+    UPSERT_CONTACT = "UPSERT_CONTACT",
+    CREATE_TICKET = "CREATE_TICKET",
+    UPDATE_TICKET = "UPDATE_TICKET",
+    ADD_PUBLIC_REPLY = "ADD_PUBLIC_REPLY",
+    ADD_INTERNAL_NOTE = "ADD_INTERNAL_NOTE",
+    ASSIGN_TICKET = "ASSIGN_TICKET",
+    CHANGE_STATUS = "CHANGE_STATUS",
+    ADD_ATTACHMENT = "ADD_ATTACHMENT",
+    CLOSE_TICKET = "CLOSE_TICKET",
+    REOPEN_TICKET = "REOPEN_TICKET",
+    FETCH_TICKET = "FETCH_TICKET"
+}
+/** Where a synchronization row has got to. */
+export declare enum SupportSyncStatus {
+    PENDING = "PENDING",
+    IN_PROGRESS = "IN_PROGRESS",
+    SUCCEEDED = "SUCCEEDED",
+    FAILED = "FAILED",
+    DEAD_LETTER = "DEAD_LETTER",
+    SKIPPED = "SKIPPED",
+    SUPERSEDED = "SUPERSEDED"
+}
+/** Why a synchronization attempt failed. */
+export declare enum SupportSyncFailureReason {
+    AUTHENTICATION_FAILED = "AUTHENTICATION_FAILED",
+    AUTHORIZATION_FAILED = "AUTHORIZATION_FAILED",
+    INVALID_PAYLOAD = "INVALID_PAYLOAD",
+    NOT_FOUND = "NOT_FOUND",
+    PROVIDER_REJECTED = "PROVIDER_REJECTED",
+    RATE_LIMITED = "RATE_LIMITED",
+    PROVIDER_UNAVAILABLE = "PROVIDER_UNAVAILABLE",
+    TIMEOUT = "TIMEOUT",
+    CIRCUIT_OPEN = "CIRCUIT_OPEN",
+    PROVIDER_NOT_CONFIGURED = "PROVIDER_NOT_CONFIGURED",
+    UNREADABLE_SUCCESS = "UNREADABLE_SUCCESS",
+    UNKNOWN = "UNKNOWN"
+}
+/** How a provider webhook delivery was handled. */
+export declare enum SupportWebhookStatus {
+    RECEIVED = "RECEIVED",
+    PROCESSED = "PROCESSED",
+    DUPLICATE = "DUPLICATE",
+    IGNORED = "IGNORED",
+    REJECTED = "REJECTED",
+    FAILED = "FAILED"
+}
+/** How a queue hands a ticket to an agent. Only MANUAL is honoured today. */
+export declare enum SupportQueueAssignmentStrategy {
+    MANUAL = "MANUAL",
+    ROUND_ROBIN = "ROUND_ROBIN",
+    LEAST_BUSY = "LEAST_BUSY"
+}
+/** What a routing rule matches on. */
+export declare enum SupportRoutingMatchType {
+    ANY = "ANY",
+    CATEGORY = "CATEGORY",
+    PRIORITY = "PRIORITY",
+    CHANNEL = "CHANNEL",
+    COUNTRY = "COUNTRY",
+    CONTROL_CENTRE = "CONTROL_CENTRE",
+    APP_ID = "APP_ID",
+    RELATED_ENTITY_TYPE = "RELATED_ENTITY_TYPE"
+}
+/** A support person's standing inside a team. */
+export declare enum SupportTeamMemberRole {
+    AGENT = "AGENT",
+    SUPERVISOR = "SUPERVISOR",
+    MANAGER = "MANAGER"
+}
+/** Every audited support action, as a closed vocabulary the admin can filter on. */
+export declare enum SupportAuditAction {
+    TICKET_CREATED = "TICKET_CREATED",
+    TICKET_UPDATED = "TICKET_UPDATED",
+    TICKET_ASSIGNED = "TICKET_ASSIGNED",
+    TICKET_REASSIGNED = "TICKET_REASSIGNED",
+    TICKET_UNASSIGNED = "TICKET_UNASSIGNED",
+    TICKET_STATUS_CHANGED = "TICKET_STATUS_CHANGED",
+    TICKET_PRIORITY_CHANGED = "TICKET_PRIORITY_CHANGED",
+    TICKET_CATEGORY_CHANGED = "TICKET_CATEGORY_CHANGED",
+    TICKET_QUEUE_CHANGED = "TICKET_QUEUE_CHANGED",
+    TICKET_CLOSED = "TICKET_CLOSED",
+    TICKET_REOPENED = "TICKET_REOPENED",
+    TICKET_CANCELLED = "TICKET_CANCELLED",
+    TICKET_TAGGED = "TICKET_TAGGED",
+    TICKET_UNTAGGED = "TICKET_UNTAGGED",
+    TICKET_WATCHER_ADDED = "TICKET_WATCHER_ADDED",
+    TICKET_WATCHER_REMOVED = "TICKET_WATCHER_REMOVED",
+    MESSAGE_ADDED = "MESSAGE_ADDED",
+    INTERNAL_NOTE_ADDED = "INTERNAL_NOTE_ADDED",
+    ATTACHMENT_ADDED = "ATTACHMENT_ADDED",
+    ATTACHMENT_ACCESSED = "ATTACHMENT_ACCESSED",
+    ATTACHMENT_REMOVED = "ATTACHMENT_REMOVED",
+    FEEDBACK_CREATED = "FEEDBACK_CREATED",
+    FEEDBACK_REVIEWED = "FEEDBACK_REVIEWED",
+    FEEDBACK_RESPONDED = "FEEDBACK_RESPONDED",
+    FEEDBACK_STATUS_CHANGED = "FEEDBACK_STATUS_CHANGED",
+    FEEDBACK_CONVERTED_TO_TICKET = "FEEDBACK_CONVERTED_TO_TICKET",
+    SLA_WARNING_RAISED = "SLA_WARNING_RAISED",
+    SLA_BREACHED = "SLA_BREACHED",
+    SLA_POLICY_CREATED = "SLA_POLICY_CREATED",
+    SLA_POLICY_UPDATED = "SLA_POLICY_UPDATED",
+    SLA_POLICY_DELETED = "SLA_POLICY_DELETED",
+    QUEUE_CREATED = "QUEUE_CREATED",
+    QUEUE_UPDATED = "QUEUE_UPDATED",
+    QUEUE_DELETED = "QUEUE_DELETED",
+    TEAM_CREATED = "TEAM_CREATED",
+    TEAM_UPDATED = "TEAM_UPDATED",
+    TEAM_DELETED = "TEAM_DELETED",
+    TEAM_MEMBER_ADDED = "TEAM_MEMBER_ADDED",
+    TEAM_MEMBER_REMOVED = "TEAM_MEMBER_REMOVED",
+    CATEGORY_CREATED = "CATEGORY_CREATED",
+    CATEGORY_UPDATED = "CATEGORY_UPDATED",
+    CATEGORY_DELETED = "CATEGORY_DELETED",
+    PROVIDER_SYNC_QUEUED = "PROVIDER_SYNC_QUEUED",
+    PROVIDER_SYNC_SUCCEEDED = "PROVIDER_SYNC_SUCCEEDED",
+    PROVIDER_SYNC_FAILED = "PROVIDER_SYNC_FAILED",
+    PROVIDER_SYNC_RETRIED = "PROVIDER_SYNC_RETRIED",
+    PROVIDER_SYNC_DEAD_LETTERED = "PROVIDER_SYNC_DEAD_LETTERED",
+    PROVIDER_RECONCILED = "PROVIDER_RECONCILED",
+    PROVIDER_WEBHOOK_RECEIVED = "PROVIDER_WEBHOOK_RECEIVED",
+    PROVIDER_WEBHOOK_REJECTED = "PROVIDER_WEBHOOK_REJECTED"
+}
+/** What an audit entry was about. */
+export declare enum SupportAuditEntityType {
+    TICKET = "TICKET",
+    TICKET_MESSAGE = "TICKET_MESSAGE",
+    TICKET_ATTACHMENT = "TICKET_ATTACHMENT",
+    FEEDBACK = "FEEDBACK",
+    QUEUE = "QUEUE",
+    TEAM = "TEAM",
+    CATEGORY = "CATEGORY",
+    SLA_POLICY = "SLA_POLICY",
+    PROVIDER_SYNC = "PROVIDER_SYNC"
+}
+/** Who performed an audited action. */
+export declare enum SupportActorType {
+    USER = "USER",
+    SYSTEM = "SYSTEM",
+    PROVIDER = "PROVIDER"
+}
+/** Live support update types delivered over the socket. */
+export declare enum SupportRealtimeEventType {
+    TICKET_CREATED = "support.ticket.created",
+    TICKET_UPDATED = "support.ticket.updated",
+    TICKET_STATUS_CHANGED = "support.ticket.status.changed",
+    TICKET_PRIORITY_CHANGED = "support.ticket.priority.changed",
+    TICKET_ASSIGNED = "support.ticket.assigned",
+    TICKET_MESSAGE_CREATED = "support.ticket.message.created",
+    TICKET_SLA_CHANGED = "support.ticket.sla.changed",
+    TICKET_SYNC_CHANGED = "support.ticket.sync.changed",
+    FEEDBACK_CREATED = "support.feedback.created",
+    FEEDBACK_RESPONDED = "support.feedback.responded"
+}

package/dist/types/modules/support/index.d.ts

@@ -0,0 +1,7 @@
+export * from './enums/support-enums';
+export * from './interfaces/support-ticket.dto';
+export * from './interfaces/customer-feedback.dto';
+export * from './interfaces/support-configuration.dto';
+export * from './interfaces/support-sync.dto';
+export * from './interfaces/support-reports.dto';
+export * from './utils/support-display.util';

package/dist/types/modules/support/interfaces/customer-feedback.dto.d.ts

@@ -0,0 +1,151 @@
+import { CountryCode } from '../../country/enums/country-code.enum';
+import { CustomerFeedbackChannel, CustomerFeedbackMessageAuthorType, CustomerFeedbackSentiment, CustomerFeedbackStatus, CustomerFeedbackType, SupportRelatedEntityType, SupportTicketPriority } from '../enums/support-enums';
+import { SupportRelatedEntityDto } from './support-ticket.dto';
+/**
+ * Diagnostic context sent with feedback.
+ *
+ * A closed allowlist. Anything a client adds beyond these fields is stripped
+ * server-side, which is what stops a well-meaning "just send the whole failing
+ * request" putting an access token in a table a wide group of people can read.
+ */
+export interface CustomerFeedbackContextDto {
+    appId?: string | null;
+    appVersion?: string | null;
+    platform?: string | null;
+    osVersion?: string | null;
+    deviceModel?: string | null;
+    screen?: string | null;
+    locale?: string | null;
+    correlationId?: string | null;
+}
+/** A piece of customer feedback. Owned by Clarion, whatever helpdesk is configured. */
+export interface CustomerFeedbackDto {
+    id: string;
+    organizationId: number;
+    controlCentreId: number | null;
+    countryCode: CountryCode;
+    submittedByUserId: number;
+    submittedByName: string | null;
+    type: CustomerFeedbackType;
+    channel: CustomerFeedbackChannel;
+    status: CustomerFeedbackStatus;
+    title: string | null;
+    message: string;
+    rating: number | null;
+    sentiment: CustomerFeedbackSentiment;
+    context: CustomerFeedbackContextDto | null;
+    relatedEntities: SupportRelatedEntityDto[];
+    convertedTicketId: string | null;
+    convertedTicketNumber: string | null;
+    convertedAt: string | null;
+    reviewedByUserId: number | null;
+    reviewedByName: string | null;
+    reviewedAt: string | null;
+    respondedAt: string | null;
+    messageCount: number;
+    tags: string[];
+    version: number;
+    createdAt: string;
+    updatedAt: string;
+}
+/** The row shape a feedback list returns. */
+export interface CustomerFeedbackSummaryDto {
+    id: string;
+    organizationId: number;
+    countryCode: CountryCode;
+    submittedByUserId: number;
+    submittedByName: string | null;
+    type: CustomerFeedbackType;
+    channel: CustomerFeedbackChannel;
+    status: CustomerFeedbackStatus;
+    title: string | null;
+    /** First line of the message, clamped, so a list is readable without the body. */
+    preview: string;
+    rating: number | null;
+    sentiment: CustomerFeedbackSentiment;
+    appId: string | null;
+    appVersion: string | null;
+    platform: string | null;
+    convertedTicketId: string | null;
+    convertedTicketNumber: string | null;
+    messageCount: number;
+    createdAt: string;
+    updatedAt: string;
+}
+/**
+ * One entry in a feedback thread.
+ *
+ * There is deliberately no internal note here. A reviewer who needs a private
+ * discussion converts the feedback into a ticket, which is the record that
+ * supports one.
+ */
+export interface CustomerFeedbackMessageDto {
+    id: string;
+    feedbackId: string;
+    authorType: CustomerFeedbackMessageAuthorType;
+    authorUserId: number | null;
+    authorName: string | null;
+    body: string;
+    createdAt: string;
+}
+/** Feedback with its thread, for the detail drawer. */
+export interface CustomerFeedbackDetailsDto {
+    feedback: CustomerFeedbackDto;
+    messages: CustomerFeedbackMessageDto[];
+    /** The states it may legally move to, so the UI offers only those. */
+    allowedStatuses: CustomerFeedbackStatus[];
+    /** Advisory hint that this one probably needs a ticket. Never automatic. */
+    suggestsTicket: boolean;
+}
+export interface CreateCustomerFeedbackDto {
+    type: CustomerFeedbackType;
+    title?: string;
+    message: string;
+    rating?: number;
+    channel?: CustomerFeedbackChannel;
+    relatedEntities?: {
+        type: SupportRelatedEntityType;
+        id: string;
+    }[];
+    context?: CustomerFeedbackContextDto;
+    organizationId?: number;
+    countryCode?: CountryCode;
+}
+export interface RespondToCustomerFeedbackDto {
+    body: string;
+}
+export interface UpdateCustomerFeedbackStatusDto {
+    status: CustomerFeedbackStatus;
+    reason?: string;
+    sentiment?: CustomerFeedbackSentiment;
+    tags?: string[];
+}
+export interface ConvertFeedbackToTicketDto {
+    subject?: string;
+    priority?: SupportTicketPriority;
+    categoryId?: string;
+    queueId?: string;
+    internalNote?: string;
+}
+/** Filters for a feedback list. */
+export interface CustomerFeedbackQueryParams {
+    page?: number;
+    limit?: number;
+    search?: string;
+    sortBy?: string;
+    sortOrder?: 'ASC' | 'DESC';
+    type?: CustomerFeedbackType;
+    status?: CustomerFeedbackStatus;
+    sentiment?: CustomerFeedbackSentiment;
+    channel?: CustomerFeedbackChannel;
+    countryCode?: CountryCode;
+    organizationId?: number;
+    appId?: string;
+    appVersion?: string;
+    platform?: string;
+    maxRating?: number;
+    convertedOnly?: boolean;
+    openOnly?: boolean;
+    from?: string;
+    to?: string;
+}