Support Cases

Internal support ticketing system for tracking customer issues, service requests, and SOC operational support with priority-based routing.

Overview

A SOCaaS platform must provide a structured way for customers and internal teams to report issues, request changes, and track resolution. The Support Cases module replaces ad-hoc email and chat-based support with a searchable, filterable case management system. Cases have defined statuses, priorities, and assignees, enabling the SOC team to triage and track support requests alongside security operations.

What Was Proposed

• Support case listing with status and priority filtering
• Case creation form with subject, category, priority, and description
• Case detail view for individual case tracking
• Priority levels: Critical, High, Medium, Low
• Status workflow: Open, In Progress, Resolved, Closed
• Assignee tracking for case ownership
• Search functionality across cases

What's Built Complete

• Support Cases listing page with full table (Case ID, Subject, Status, Priority, Created, Updated, Assignee)
• Status filter dropdown: All, Open, In Progress, Resolved, Closed
• Priority filter dropdown: All, Critical, High, Medium, Low
• Full-text search across case IDs and subjects
• Color-coded status badges: Open (blue), In Progress (orange), Resolved (green), Closed (grey)
• Color-coded priority text: Critical (red), High (orange), Medium (yellow), Low (grey)
• Case ID links to individual case detail page (/support-cases/{id})
• "New Support Case" CTA button linking to creation form
• Empty state with icon when no cases match filters
• New case creation form (/support-cases/new) with: Subject input, Category selector (Bug, Feature Request, Security Issue, Access Request), Priority button group, Description textarea
• Success confirmation after submission with "View All Cases" and "Create Another" options
• Subject pre-fill via URL query parameter (?subject=...) for marketplace integration
• API integration with fallback to hardcoded demo cases

Architecture

Frontend Pages                      API
+---------------------------+   +--------------------+
| /support-cases            |-->| GET /api/v1/support|
|   List + filter + search  |   |   /cases/          |
+---------------------------+   +--------------------+
| /support-cases/new        |-->| POST /api/v1/support|
|   Create form             |   |   /cases/          |
|   ?subject= prefill       |   +--------------------+
+---------------------------+
| /support-cases/[id]       |-->| GET /api/v1/support|
|   Case detail view        |   |   /cases/{id}      |
+---------------------------+   +--------------------+

Routing

Prerequisites

• Authenticated user (any role)
• Support API router registered (optional -- falls back to demo data)

Data Model

Support Case

New Case Form Fields

UI Description

Listing Page (/support-cases)

Header with headphones icon, "Support Cases" title, and orange "New Support Case" button. Below, a filter bar with status dropdown, priority dropdown, and search input. The main content is a bordered table with 7 columns. Case IDs are orange links. Status badges use color-coded rounded pills. Priority text is color-coded. Empty state shows inbox icon with "No support cases found."

New Case Form (/support-cases/new)

Back link to listing, "New Support Case" header with lifebuoy icon. Form fields: Subject (text input), Category (select), Priority (4-button group with color-coded borders), Description (6-row textarea). Submit button with send icon. Validation error banner appears if required fields are empty. Success state shows checkmark icon, "Case Submitted" message, and two action buttons.

Case Detail (/support-cases/[id])

Individual case view showing full case details, timeline, and comments. Accessed by clicking a Case ID link from the listing.

Source Files