Managed-service helpdesk with client contacts, first-reply promises, escalation, and agent and client scoping
helpdesk-tickets · 3600 s per turn · source
The ask
We're a managed IT provider looking after about 60 small businesses, and I need a helpdesk that both our six agents and our clients log into. I've attached our client list, our client contacts, and the July and August tickets from the old system; some tickets have no client filled in, but the contact's email tells you whose they are. We promise a first reply within 1 hour for P1, 4 hours for P2, 8 hours for P3, and 24 hours for P4: anything still waiting for its first reply past that deadline gets escalated to me, and a ticket can't be resolved or closed without a resolution note. Agents should see only the tickets in their own queue, each client's people should see and raise tickets for their own company only, our finance person needs a read-only login, and I want a dashboard with open and escalated tickets and how often we keep our first-reply promise. Give me an admin login and a login for Sam Delgado, one of our agents.
Seed files the agent must import: clients.csv</code>, <code>contacts.csv</code>, <code>tickets.csv. The agent must leave a RESULT.json with a reachable URL, an admin login, and the named restricted login.
Acceptance checklist
26 binary items. The first 14 are the enterprise baseline shared by every build task (delivery, invitations, roles, server-side authorization, scoped live dashboard, exact lists and exports, audit metadata, validation, persistence); the rest are application-specific. Core items, which together define "first usable": 1, 3, 5, 6, 8, 14, 17, 19, 23.
| Tag | Items |
|---|---|
| Exact | 8 |
| Permission | 4 |
| Rule | 3 |
| Automation | 2 |
| Dashboard | 2 |
| Delivery | 2 |
| Sharing | 2 |
| API | 1 |
| Audit | 1 |
| Persistence | 1 |
The full checklist with per-item "how to check" instructions and expected figures is in checklist.md. Testers see it; the agent never does.
Change requests
Each change is a new one-shot turn on the carried-forward workspace. Only the owner's text below is sent; the tester items are withheld. After each change the full checklist is rerun, so regressions count.
Change 1 · 3 new checklist items
I want a monthly report per client: how many tickets they raised, how often we kept our first-reply promise, and our average time to first reply. Clients should be able to see their own line.
Change 2 · 3 new checklist items
New tickets should go straight into the queue of the agent who looks after that client. If a client has no account agent, leave the ticket unassigned where I can see it.
Change 3 · 3 new checklist items
When a client replies to a ticket that is waiting on them, it should go back to In Progress by itself. Clients can reopen a resolved ticket, but they can't resolve or close tickets themselves.
No published score. Build runs need a human acceptance pass on a live URL, and no arm has completed one for the full set. Automated probes generate a tester sheet; they do not substitute for it. Results will be published as a separately labeled release when an arm completes.