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Channels & multi-source intake

Tickets can come from any channel without losing their provider metadata.

Email is the channel that ships today. Behind it sits a generic framework so Slack, Microsoft Teams, and web chat will plug in without restructuring the data model. Every comment carries the channel it came from, so cross-channel context survives.

7 total 6 shipping 1 planned

  • Email channel (IMAP + SMTP)

    Shipping

    IMAP poller per channel with SMTP outbound (multipart/alternative, STARTTLS / SMTPS). Threading via Message-ID / In-Reply-To. Inbound HTML rendered in a sandboxed iframe with DOMPurify.

  • Channel framework

    Shipping

    Generic channels table + per-provider JSONB config. The channel_messages ledger preserves the inbound message envelope (from_address, external_id, raw_metadata).

  • Channel-aware comment rendering

    Shipping

    Comments carry both channel_metadata and content_format; the frontend picks ProseMirror for markdown/plaintext and a sandboxed iframe for HTML email.

  • Auto-acknowledgement

    Shipping

    Per-channel auto-ack toggle sends a confirmation reply when a new ticket lands.

  • User signature

    Shipping

    Per-user signature appended to outbound channel replies via a unified ReplyBody builder.

  • Channels admin UI

    Shipping

    Provider config (IMAP host/port/auth, SMTP), test-connection buttons, live runtime status (last poll, error history, enabled toggle).

  • Slack, Microsoft Teams, web chat

    Planned

    The framework is in place; new providers plug into the same channel shape. None of the additional providers ship yet.

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