Initial commit of Descrybe v2 without local scratch artifacts.

Drop one-shot tmp/axe scripts and agent i18n scratch so the Gitea tree is deployable.
2026-08-09 22:47:43 +02:00
commit 8580c996c3
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+# 07 — User support detail UI (rich tickets)
+
+**Agent:** 7/10 (`support-auto`)  
+**Date:** 2026-08-05  
+**Contract:** [02-contract.md](./02-contract.md) §2 / §4.4 / §9  
+**Surfaces:** `/support/new`, `/support/[ticketId]` (list labels shared)
+
+---
+
+## Outcome
+
+Customer Support Center UX for richer tickets:
+
+1. **Create form** — category help text, priority help, optional SKU + tags (disclosure), existing subject/body counters.
+2. **Thread** — distinct bubbles for you / human support / automated (KB|template) / AI-assisted / system; badges never impersonate a named agent.
+3. **Progress** — status + `auto_reply_status` drive a polite “we're on it” / “quick answer sent” banner.
+4. **CSAT** — unchanged (`SupportTicketRating` when resolved/closed).
+
+Polish: `aria-describedby` on category/priority/optional fields; thread remains `role="log"` + visibility-aware 20s poll.
+
+---
+
+## Client changes
+
+| File | Intent |
+|------|--------|
+| `apps/web/src/lib/support/types.ts` | Taxonomy categories + help; auto message/ticket fields; create `tags` / `related_sku` |
+| `apps/web/src/lib/support/display.ts` | Labels, tag normalize, `messageKind*`, `ticketProgressState` |
+| `apps/web/src/lib/support/api.ts` | Parse additive fields; POST optional tags/SKU |
+| `apps/web/src/routes/support/new/+page.svelte` | Clearer create form |
+| `apps/web/src/routes/support/[ticketId]/+page.svelte` | Thread + progress banner + tags/SKU chips |
+| `apps/web/src/routes/support/+page.svelte` | Shared category/priority labels |
+
+**ASSUMPTION:** Backend agent 5 exposes additive JSON (`tags`, `related_sku`, `auto_reply_status`, message `is_auto_reply` / `auto_source`). UI tolerates missing fields (progress falls back to status-only; bubbles fall back to role).
+
+**ASSUMPTION:** Internal AI drafts (`ai_draft` / internal notes) stay stripped by existing `asTicket` filter — customers never see drafts.
+
+---
+
+## Message labeling (customer)
+
+| Kind | Detection | Badge |
+|------|-----------|-------|
+| You | `author_role=user` | — |
+| Support | `author_role=agent` | — |
+| Automated | `is_auto_reply` + source `kb`/`template` (or system auto) | Automated answer |
+| AI-assisted | `auto_source=ai` | AI-assisted |
+| System | other `system` | — |
+
+---
+
+## Progress copy
+
+| Condition | Title |
+|-----------|-------|
+| `closed` | Ticket closed |
+| `resolved` | Marked resolved |
+| `auto_reply_status` ∈ matched \| ai_sent | Quick answer sent |
+| handed_off \| failed \| `pending` | We're on it |
+| `open` (else) | Ticket received |
+
+---
+
+## Verification
+
+```bash
+cd apps/web && npm run check
+```
+
+Manual:
+
+1. `/support/new` — change category/priority; help text updates; optional details expand; create with SKU/tags.
+2. Thread — mock or real auto/AI system messages show distinct styles + badges.
+3. Open → pending → resolved — progress banner + CSAT still submits.
+4. Plan gate — `support.ticket_create` upgrade panel unchanged.
+
+---
+
+## Out of scope
+
+- Staff approve/edit AI drafts (agent 8)
+- Admin KB settings UI (agent 6)
+- Backend match/AI (agents 3–5)