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specs/features/communication.md

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+# Communication & Support
+
+## 1. Tickets
+
+### Description
+The ticket system provides a structured way for users to request support, report issues, or initiate processes that require staff intervention, ensuring that all requests are tracked and resolved efficiently.
+
+### UI Requirements
+
+- Ticket creation form with type selection and priority
+- Ticket listing with status indicators and filtering
+- Detailed ticket view with comment thread
+- File attachment capability with preview
+- Status and workflow progress indicators
+- Related ticket suggestions
+- Search functionality across tickets
+- Sorting and filtering options
+
+### Functional Requirements
+
+- Ticket creation with:
+  - Type selection (support, technical, billing, etc.)
+  - Subject and description fields
+  - Priority selection
+  - Attachment upload
+- Ticket workflow management:
+  - +- evert flow will be managed this way
+  - Status tracking (open, in progress, resolved, etc.)
+  - Assignment to staff members
+  - SLA tracking and escalation
+  - Workflow steps based on ticket type
+- Comment system:
+  - Rich text formatting (markdown)
+  - @mentions for staff or departments
+  - File attachments
+  - Internal notes (staff only)
+- Notification system for ticket updates
+- Ticket linking and relationship management
+- Knowledge base integration for suggested solutions
+- Satisfaction surveys upon resolution
+- Linking to RWDA, Companies (Entities), Voting Request, ...
+
+### Data Requirements
+- Ticket metadata (type, subject, priority, etc.)
+- Ticket status and history
+- Comment thread
+- File attachments (need generic way how to deal with files, the webdav?)
+- Workflow configuration by ticket type
+- SLA definitions and tracking data
+- User and staff assignment information
+
+
+## 2. Inbox
+
+### Description
+The inbox system provides a centralized communication channel between users and the Digital Freezone platform, enabling efficient information exchange and notification delivery.
+
+### UI Requirements
+- Message listing with unread indicators
+- Message categorization with visual labels
+- Message detail view with threaded replies
+- Compose interface with formatting options (*)
+- Search and filter functionality (*)
+- Attachment handling with preview (*)
+- Bulk action capabilities (mark read, archive, etc.) (*)
+- Mobile-responsive design for on-the-go access (*)
+
+### Functional Requirements
+
+- Message reception from system and staff
+- Message composition and replies
+- Message categorization with labels (*)
+- Attachment handling (upload and download) (*)
+- Search across message content and metadata (*)
+- Filtering by date, sender, label, etc. (*)
+- Read/unread status tracking
+- Message archiving and deletion (*)
+- Integration with ticket system (comments appear in inbox)
+
+## 3. Actions
+
+> TODO: maybe this is part of the ticketing system?
+
+### Description
+
+The actions system provides users with a clear overview of tasks that require their attention or input, ensuring that workflow processes progress efficiently and users are aware of their responsibilities.
+
+### UI Requirements (*)
+
+- Action center dashboard with priority indicators
+- Action cards with clear descriptions and deadlines
+- Filtering and sorting options
+- Calendar view for deadline management
+- Completion tracking with progress indicators
+- Related entity links (tickets, RWDAs, etc.)
+- Mobile notifications for urgent actions
+- Historical view of completed actions
+
+### Functional Requirements (*)
+
+- Action creation based on workflow triggers
+- Action assignment to specific users
+- Deadline setting and tracking
+- Priority assignment and escalation
+- Action completion verification
+- Dependency management between actions
+- Reminder generation for approaching deadlines
+- Action delegation (if permitted)
+- Audit trail of action history
+- Reporting on action completion rates