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Ticket Service

A comprehensive ticketing/helpdesk microservice for the Minisource platform.

Features

Core Features

  • Multi-tenant Support: Full tenant isolation for all data
  • Ticket Management: Create, update, assign, transfer, and close tickets
  • Department & Category Organization: Hierarchical departments and categories
  • SLA Management: Configurable SLA policies with priority-based response/resolution times
  • Agent Management: Agent roles, skills, availability, and workload management
  • Canned Responses: Pre-defined responses for common queries

Ticket Features

  • Multiple ticket sources (web, email, phone, chat, API, social, widget)
  • Multiple ticket types (question, incident, problem, feature request, task)
  • Priority levels (low, medium, high, urgent, critical)
  • Status workflow (open → in progress → pending → resolved → closed)
  • Auto-assignment (round-robin, load-balanced, skill-based)
  • Ticket transfer between departments
  • Customer satisfaction rating
  • File attachments
  • Custom fields
  • Tags and labels
  • Related tickets
  • Watchers

Communication

  • Customer replies
  • Agent replies
  • Internal notes (private)
  • System messages
  • Auto-replies

Admin Features

  • Dashboard with statistics
  • Bulk operations (assign, status change, priority change, transfer, delete)
  • SLA breach monitoring
  • Due soon tickets
  • Unassigned tickets queue
  • Agent performance metrics

API Endpoints

Health

  • GET /health - Health check
  • GET /ready - Readiness check
  • GET /live - Liveness check

Tickets (Customer/User)

  • POST /api/v1/tickets - Create ticket
  • GET /api/v1/tickets - List tickets
  • GET /api/v1/tickets/:id - Get ticket
  • GET /api/v1/tickets/number/:number - Get ticket by number
  • PATCH /api/v1/tickets/:id - Update ticket
  • DELETE /api/v1/tickets/:id - Delete ticket
  • PATCH /api/v1/tickets/:id/status - Change status
  • POST /api/v1/tickets/:id/rate - Rate ticket
  • GET /api/v1/tickets/:id/messages - Get messages
  • POST /api/v1/tickets/:id/messages - Add message
  • GET /api/v1/tickets/:id/history - Get history
  • GET /api/v1/tickets/stats - Get statistics
  • GET /api/v1/customers/:customer_id/tickets - Get customer tickets

Tickets (Agent)

  • POST /api/v1/tickets/:id/assign - Assign ticket
  • POST /api/v1/tickets/:id/transfer - Transfer ticket
  • GET /api/v1/agents/:agent_id/tickets - Get agent tickets

Admin - Agents

  • POST /api/v1/admin/agents - Create agent
  • GET /api/v1/admin/agents - List agents
  • GET /api/v1/admin/agents/:id - Get agent
  • PATCH /api/v1/admin/agents/:id - Update agent
  • DELETE /api/v1/admin/agents/:id - Delete agent
  • PATCH /api/v1/admin/agents/:id/status - Update agent status

Admin - Departments

  • POST /api/v1/admin/departments - Create department
  • GET /api/v1/admin/departments - List departments
  • GET /api/v1/admin/departments/:id - Get department
  • PATCH /api/v1/admin/departments/:id - Update department
  • DELETE /api/v1/admin/departments/:id - Delete department
  • GET /api/v1/admin/departments/:id/agents - Get department agents
  • POST /api/v1/admin/departments/:id/agents - Add agent to department
  • DELETE /api/v1/admin/departments/:id/agents/:agent_id - Remove agent from department

Admin - Categories

  • POST /api/v1/admin/categories - Create category
  • GET /api/v1/admin/categories - List categories
  • GET /api/v1/admin/categories/:id - Get category
  • PATCH /api/v1/admin/categories/:id - Update category
  • DELETE /api/v1/admin/categories/:id - Delete category

Admin - SLA Policies

  • POST /api/v1/admin/sla-policies - Create SLA policy
  • GET /api/v1/admin/sla-policies - List SLA policies
  • GET /api/v1/admin/sla-policies/:id - Get SLA policy
  • PATCH /api/v1/admin/sla-policies/:id - Update SLA policy
  • DELETE /api/v1/admin/sla-policies/:id - Delete SLA policy

Admin - Canned Responses

  • POST /api/v1/admin/canned-responses - Create canned response
  • GET /api/v1/admin/canned-responses - List canned responses
  • GET /api/v1/admin/canned-responses/search - Search canned responses
  • GET /api/v1/admin/canned-responses/:id - Get canned response
  • PATCH /api/v1/admin/canned-responses/:id - Update canned response
  • DELETE /api/v1/admin/canned-responses/:id - Delete canned response

Admin - Bulk Operations

  • POST /api/v1/admin/tickets/bulk-assign - Bulk assign tickets
  • POST /api/v1/admin/tickets/bulk-status - Bulk change status
  • POST /api/v1/admin/tickets/bulk-priority - Bulk change priority
  • POST /api/v1/admin/tickets/bulk-transfer - Bulk transfer department
  • POST /api/v1/admin/tickets/bulk-delete - Bulk delete tickets

Admin - Dashboard

  • GET /api/v1/admin/dashboard/stats - Get dashboard statistics
  • GET /api/v1/admin/dashboard/sla-breached - Get SLA breached tickets
  • GET /api/v1/admin/dashboard/due-soon - Get tickets due soon
  • GET /api/v1/admin/dashboard/unassigned - Get unassigned tickets

Configuration

Environment variables:

# Server
SERVER_PORT=5011

# MongoDB
MONGODB_URI=mongodb://localhost:27017
MONGODB_DATABASE=ticket_db

# Redis
REDIS_HOST=localhost
REDIS_PORT=6379
REDIS_PASSWORD=

# Auth Service
AUTH_URL=http://localhost:5001
AUTH_CLIENT_ID=ticket-service
AUTH_CLIENT_SECRET=your-secret

# Notifier Service
NOTIFIER_URL=http://localhost:5003
NOTIFIER_ENABLED=true

# SLA Defaults (in hours)
SLA_DEFAULT_FIRST_RESPONSE_LOW=24
SLA_DEFAULT_FIRST_RESPONSE_MEDIUM=8
SLA_DEFAULT_FIRST_RESPONSE_HIGH=4
SLA_DEFAULT_FIRST_RESPONSE_URGENT=2
SLA_DEFAULT_FIRST_RESPONSE_CRITICAL=1
SLA_DEFAULT_RESOLUTION_LOW=72
SLA_DEFAULT_RESOLUTION_MEDIUM=48
SLA_DEFAULT_RESOLUTION_HIGH=24
SLA_DEFAULT_RESOLUTION_URGENT=8
SLA_DEFAULT_RESOLUTION_CRITICAL=4

# Logging
LOG_LEVEL=info
LOG_ENCODING=json
LOG_DEVELOPMENT=false
LOG_FILE_PATH=logs/ticket.log

Development

Prerequisites

  • Go 1.24+
  • MongoDB 7+
  • Redis 7+

Running locally

# Download dependencies
make deps

# Run the service
make run

# Run with hot reload (requires air)
make dev

Docker

Images are published to Docker Hub on every successful build to main.

Image Tags
minisource/ticket latest, commit SHA 
# Production (pre-built image)
export TAG=latest
docker compose -f docker-compose.prod.yml up -d

# Development
make docker-dev-up
make docker-logs
make docker-dev-down

GitHub Actions secrets

  • DOCKERHUB_USERNAME — Docker Hub username
  • DOCKERHUB_TOKEN — Docker Hub access token

Testing

# Run tests
make test

# Run tests with coverage
make test-coverage

Architecture

ticket/
├── api/
│   ├── router/          # HTTP router setup
│   └── v1/handlers/     # HTTP handlers
├── cmd/
│   └── main.go          # Application entry point
├── config/              # Configuration
├── internal/
│   ├── database/        # Database connection
│   ├── middleware/      # HTTP middleware
│   ├── models/          # Domain models
│   ├── repository/      # Data access layer
│   └── usecase/         # Business logic
├── locales/             # i18n translations
├── Dockerfile
├── docker-compose.yml
├── docker-compose.dev.yml
├── Makefile
└── README.md

License

Copyright © Minisource

About

A minimal ticket-tracking tool or issue management utility designed to help developers organize and manage tasks, bugs, and feature requests.

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helpdesk bug-tracker issue-tracker ticket-system

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