Support Tickets

Generated from docs/ISSUES.md in the repository. Edit it there; this wiki is rebuilt on every change.

Issue Portal and Email (useSend)

A lightweight support desk built into EdgeShell. Any user can report an issue. The reporter sees only their own tickets; administrators see every ticket. Each ticket is a threaded conversation (a small CRM-style registry) between the reporter and the admins, with optional email notifications through useSend.

Who sees what

Action	monitor / operator	administrator
Report an issue	yes	yes
See own issues	yes	yes
See everyone's issues	no	yes
Reply in a thread	own issues	any issue
Change status	no	yes

Access is enforced server-side: a user requesting someone else's ticket gets a 403, and the list query is scoped to the reporter unless the user is an admin.

Lifecycle

stateDiagram-v2
    [*] --> open: reporter submits
    open --> in_progress: admin replies
    in_progress --> resolved: admin resolves
    resolved --> closed: admin closes
    resolved --> in_progress: reporter replies again
    closed --> [*]

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Email notifications (useSend)

Notifications are optional and off by default. When enabled, EdgeShell calls the useSend API (open source, self-hostable) on three events:

Event	Recipient
New issue reported	all admins, plus a confirmation to the reporter
Admin replies	the reporter
Reporter replies	all admins
Status changed	the reporter

Sending is best-effort. If useSend is unreachable or unconfigured, the ticket action still succeeds; the email failure is logged, never raised.

Configure

Admins configure useSend in the app: Issues > Email Settings (admin only). The API key is stored encrypted. Environment variables act as a fallback when a value is not set in the panel. The panel fields map to:

Enable email notifications   -> EMAIL_ENABLED
useSend base URL             -> USESEND_BASE_URL
From address                 -> USESEND_FROM
API key                      -> USESEND_API_KEY (stored encrypted in the DB)

Equivalent .env fallback:

EMAIL_ENABLED=true
USESEND_BASE_URL=https://app.usesend.com     # or your self-hosted instance
USESEND_API_KEY=us_your_api_key_here
USESEND_FROM=EdgeShell <noreply@yourdomain.com>

EdgeShell posts to {USESEND_BASE_URL}/api/v1/emails with Authorization: Bearer <API_KEY> and a JSON body of from, to, subject, html, and text, matching the useSend send-email API. Recipient addresses come from user accounts, so make sure admins and reporters have an email set on their profile.