Tickets

Statuses (open / in_progress / closed) and priorities (low / medium / high) modelled as Postgres enums, with closed-by/closed-at audit fields.

Categories belong to one or more groups; users only see categories from groups they belong to.

Auto-routing engine matching conditions (requester, category, etc.) to actions (assignee, status, priority), with an audit trail of every rule firing.

Bidirectional links to denote dependencies, duplicates, and related issues, with drag-drop linking on the ticket sidebar.

Comments carry a content_format field so HTML email bodies render in a sandboxed iframe with DOMPurify, while UI-authored comments use the rich-text editor. Image, PDF, audio, and video previews inline.

Reusable response templates with variable substitution, surfaced as a teleported picker above the comment editor.

Tickets belong to one or more projects via a many-to-many join; project view embeds a ticket list via ?embed=tickets.

Devices appear in the ticket sidebar with hardware specs and Intune metadata; multi-select picker for bulk linking.

Per-user ticket view tracking powers a Recently Viewed dashboard widget and store synced via Pinia Colada.

JSON file and JSON-string import endpoints for migration from other helpdesks, plus a standalone CLI variant.

Bulk status change, bulk assignee change, bulk delete, all behind a confirm dialog that shows the affected count.

Tailwind print: utilities hide chrome on print; multi-page email content paginates with orphan/widow controls.

One-click promotion of a ticket resolution to a documentation page, auto-creating a "resolves" link in the docs↔tickets join.