Support Department

Customer support tickets, knowledge base, NPS tracking, auto-triage, customer success.

Overview

The Support department handles customer-facing operations: ticket management with priority-based triage, a knowledge base for self-service articles, and Net Promoter Score (NPS) tracking for customer satisfaction measurement. It wraps support-engine via the ADR-014 DepartmentApp pattern.

System Prompt

You are the Support department of RUSVEL.

Focus: customer support tickets, knowledge base, NPS tracking, auto-triage, customer success.

Capabilities

Quick Actions

Architecture

Engine: support-engine

Three manager structs compose the engine, each backed by ObjectStore via StoragePort:

Domain Types

Ticket – TicketId (UUIDv7), TicketStatus enum (Open, InProgress, Resolved, Closed), TicketPriority enum (Low, Medium, High, Urgent), fields: subject, description, requester_email, assignee, created_at, resolved_at, metadata.

Article – ArticleId (UUIDv7), fields: title, content, tags, published, created_at, metadata.

NpsResponse – NpsResponseId (UUIDv7), fields: score (0-10), feedback, respondent, created_at, metadata.

Wrapper: dept-support

• SupportDepartment struct with OnceLock<Arc<SupportEngine>> for lazy initialization
• register() creates the engine, stores it, and registers agent tools
• shutdown() delegates to engine
• 2 unit tests (department creation, manifest purity)

Registered Tools

Events

Note: event constants are defined in support_engine::events but emission is not yet wired into manager methods (skeleton status).

Required Ports

UI Contribution

Tabs: actions, agents, skills, rules, events

No dashboard cards, settings panel, or custom components.

Chat Flow

sequenceDiagram
    participant User
    participant Frontend
    participant API as /api/dept/support/chat
    participant Agent as AgentPort
    participant Engine as SupportEngine
    participant Store as ObjectStore

    User->>Frontend: "Show open tickets sorted by priority"
    Frontend->>API: POST (SSE)
    API->>Agent: run(system_prompt + user message)
    Agent->>Engine: support.tickets.list(session_id)
    Engine->>Store: objects().list("support_ticket", filter)
    Store-->>Engine: Vec<Ticket>
    Engine-->>Agent: ticket list JSON
    Agent-->>API: SSE token stream
    API-->>Frontend: SSE events
    Frontend-->>User: Formatted ticket list with priorities

CLI Usage

rusvel support status         # Show department status
rusvel support list            # List all support items
rusvel support list --kind ticket  # List tickets only
rusvel support events          # Show recent support events

Testing

cargo test -p support-engine   # Engine tests (ticket CRUD, health check)
cargo test -p dept-support     # Wrapper tests (manifest, department creation)

Current Status: Skeleton

The Support department is fully registered and bootable within the RUSVEL department registry, but its business logic is minimal. Here is what exists and what remains to be built:

What exists:

• Manager structures with basic CRUD operations (create + list for tickets, articles, NPS)
• Domain types with full serialization (Ticket, Article, NpsResponse)
• NPS score calculation logic (promoters minus detractors percentage)
• 4 agent tools registered in the scoped tool registry
• Knowledge base search with keyword filtering (in-memory, case-insensitive)
• Event kind constants defined (but not yet emitted from manager methods)
• Engine implements the Engine trait with health check
• Unit tests for engine and wrapper

What needs to be built for production readiness:

• Wire emit_event() calls into manager methods so domain events actually fire
• Add resolve_ticket, assign_ticket operations to TicketManager
• Implement auto-triage: use AgentPort to classify incoming tickets by priority/category
• Add search_articles with proper full-text search (currently keyword match only)
• Build customer success metrics aggregation (ticket resolution time, first-response time)
• Add job kinds for async support workflows (e.g., JobKind::Custom("support.auto_triage"))
• Implement AI-assisted KB article generation via AgentPort
• Add engine-specific API routes (e.g., /api/dept/support/tickets, /api/dept/support/nps)
• Add engine-specific CLI commands (e.g., rusvel support triage, rusvel support kb)
• Add personas for support agent specialization (triage agent, KB writer)
• Add skills and rules for support workflows
• Build NPS trend analysis and reporting

Source Files