Helpdesk Plugin

Overview

The Helpdesk plugin adds a full-featured customer support system to your Codapult project. It combines traditional ticket management (priorities, assignments, SLA policies) with AI capabilities — automatic ticket classification, RAG-powered response suggestions, and optional auto-resolution for common questions using your help center content.

Package: @codapult/plugin-helpdesk · Price: $39 (one-time)

Install with:

npx @codapult/cli plugins add @codapult/plugin-helpdesk

Features

Ticket Management

Full ticket lifecycle with thread-based conversations:

• Status machine — enforced transitions: open → pending → in_progress → waiting_on_customer → resolved → closed
• Priorities — low, medium, high, urgent
• Agent assignment — assign tickets to team members
• Internal notes — private messages visible only to agents
• Tags — categorize tickets with custom tags
• Threaded messages — conversation thread with agent, customer, AI, and system messages

SLA Tracking

Service-level agreement enforcement:

• Per-priority policies — define first-response and resolution time targets for each priority level
• Deadline calculation — automatic SLA deadlines based on ticket priority and creation time
• Breach detection — cron job checks for approaching and breached SLA deadlines
• Escalation alerts — email notifications and in-app alerts when SLA deadlines are at risk
• Compliance dashboard — SLA compliance percentage tracked in analytics

AI Auto-Classification

Reduce triage time with automatic categorization:

• Priority assignment — AI analyzes ticket content and assigns the appropriate priority level
• Category detection — automatic category tagging based on the ticket subject and description
• Configurable — enable/disable classification per organization in support settings

AI Response Suggestions

RAG-powered draft responses for agents:

• Knowledge base search — searches your help center MDX articles and custom indexed content using Codapult's built-in RAG pipeline
• Suggested response — generates a draft response with confidence score
• Source citations — shows which help articles were used to generate the suggestion
• Agent control — agents can accept, edit, or dismiss suggestions with one click
• Suggestion history — all AI suggestions are stored for review and quality tracking

AI Auto-Resolution

Automatically resolve simple tickets without human intervention:

• Confidence threshold — configurable minimum confidence level per organization (e.g., 85%)
• Automatic response — when confidence exceeds the threshold, AI sends the response and closes the ticket
• AI resolution flag — tickets resolved by AI are flagged in analytics and ticket list
• Safety net — customers can reopen auto-resolved tickets if the answer was insufficient
• Toggle per org — organizations can enable/disable auto-resolve independently

Canned Responses

Reusable templates for common questions:

• Template library — create and manage response templates per organization
• Usage tracking — track how often each canned response is used
• Quick insert — agents can insert and customize templates in ticket replies

Satisfaction Surveys (CSAT)

Measure customer happiness:

• Post-resolution surveys — automatically sent after ticket resolution
• 1–5 star ratings — simple rating scale with optional comment
• Per-agent tracking — CSAT scores tracked per agent over time
• Analytics integration — satisfaction trends visible in the support dashboard

Email Notifications

Keep customers and agents informed:

• Ticket confirmation — email sent to customer when ticket is created
• Agent reply — notification when an agent responds
• Resolution notice — email when ticket is resolved
• SLA breach alert — notification to agents when SLA deadlines are at risk

Dashboard Pages

The plugin adds 5 pages under /dashboard/support/:

API Routes

All routes are served under /api/plugins/helpdesk/. The plugin registers 27 API routes including:

• GET|POST|PUT /tickets + POST /tickets/assign|close|reopen + GET|POST|DELETE /tickets/tags — ticket lifecycle
• GET|POST /messages — conversation thread
• GET|POST|PUT|DELETE /canned — canned response management
• GET|POST|PUT|DELETE /sla — SLA policy configuration
• GET|PUT /settings — per-org support settings (AI toggles, thresholds, from email)
• GET /analytics/overview|ai|agents — reporting endpoints
• POST|GET /satisfaction — CSAT submission and retrieval
• POST /ai/suggest — generate AI response suggestion for a ticket

Database Tables

The plugin creates 8 tables prefixed with support_:

Environment Variables

Integration with Core Modules