Support Ticket

{
  "type": "support-ticket",
  "name": "TICKET-789 - the dashboard never loads"
}

{
  "data": {
    "details": {
      "customerEmail": "customer@example.com",
      "createdAt": "2026-06-06T20:14:02.944Z",
      "viewSite": "https://example.com",
      "platform": "Web",
      "vipCustomer": false
    },
    "customerMessage": "After I log in, the dashboard never loads — it just shows a blank white screen. I've tried refreshing the page, clearing my cache and cookies, and even testing it on different browsers, but the problem still happens every time.",
    "attachments": [
      {
        "name": "Screenshot 1",
        "url": "https://example.com/screenshot.png"
      },
      {
        "name": "Screenshot 2",
        "url": "https://example.com/screenshot.png"
      }
    ]
  },
  "ui": {
    "details": {
      "ui:title": "Details",
      "items": {
        "customerEmail": {
          "ui:title": "Customer Email"
        },
        "createdAt": {
          "ui:title": "Created At",
          "ui:widget": "date"
        },
        "vipCustomer": {
          "ui:title": "VIP Customer"
        }
      }
    },
    "customerMessage": {
      "ui:title": "Customer Message",
      "ui:description": "Customer support ticket information",
      "ui:widget": "markdown"
    },
    "attachments": {
      "ui:widget": "attachments"
    }
  }
}

[
  {
    "title": "Edit & Send",
    "id": "escalate",
    "schema": {
      "type": "object",
      "properties": {
        "edit-response": {
          "type": "string",
          "title": "Edit Response"
        }
      }
    },
    "ui": {
      "edit-response": {
        "ui:widget": "textarea"
      }
    },
    "data": {
      "edit-response": "Dear Customer Name,\n\nThank you for reporting this issue. We've reviewed your description and identified that the problem is likely related to a front-end rendering failure triggered during the post-login process. Our initial investigation suggests that the dashboard may not be receiving the required data payload from the API, causing the UI components to fail silently.\n\nWe are currently tracing the network requests and reviewing recent code changes related to the authentication and data-fetching logic. As an immediate step, we recommend checking the browser console for any JavaScript errors or failed API calls that occur right after login. Please share any error logs or screenshots if available — this will help us pinpoint the source of the issue more efficiently.\n\nOur engineering team has prioritized this incident and will provide an update once a fix is deployed or a temporary workaround is available."
    }
  },
  {
    "title": "Ask help from the team",
    "id": "categorize",
    "schema": {
      "type": "object",
      "required": [
        "help-description",
        "urgency"
      ],
      "properties": {
        "help-description": {
          "type": "string",
          "title": "What help do you need?",
          "description": "Describe what assistance you need from the team"
        },
        "urgency": {
          "type": "string",
          "title": "What is the urgency level?",
          "description": "How urgent is this request?",
          "enum": [
            "low",
            "medium",
            "high",
            "critical"
          ],
          "enumNames": [
            "Low - Can wait a few days",
            "Medium - Needs attention this week",
            "High - Needs attention today",
            "Critical - Needs immediate attention"
          ]
        },
        "team-tags": {
          "type": "array",
          "title": "Tag departments",
          "description": "Select specific departments (optional)",
          "items": {
            "type": "string",
            "enum": [
              "engineering",
              "product",
              "design",
              "support",
              "qa"
            ]
          },
          "uniqueItems": true
        }
      }
    },
    "ui": {
      "help-description": {
        "ui:widget": "textarea",
        "ui:placeholder": "Enter details about what help you need..."
      },
      "urgency": {
        "ui:placeholder": "Select the urgency level..."
      },
      "team-tags": {
        "ui:widget": "checkboxes"
      }
    }
  }
]