Soporte

naios-supportv0.14.0

Support center: incident tickets, improvement requests and questions, with replies from admins, attachments, and federation with other NAiOS platforms

Included in Basic and MAXSistemasoporteticketsincidenciasmejorasayudahelpdeskNAiOS Team Read the announcement on the blog From a ticket to a module in a day

Features

Version

0.14.0

License

free

Services

—

Description

Replaces email to support with a ticket system with status and history. Users open tickets (incident, improvement or question) with file attachments and CC email addresses; admins and superadmins manage them from an inbox with filters, assignment, priorities and internal notes. Every reply notifies the user by email and, if the Notifications plugin is active, also through the in-app bell.

Features (7)

Tickets with history

Each request is a conversation with a status: open, answered or closed

File attachments

Attach screenshots, logs or documents to the ticket and to each reply

CC emails

Add CC addresses that receive the team's replies by email

Participants

Add other people from the platform to the ticket: they follow it from their Support section, reply and receive notifications

Improvement requests

Suggest platform improvements through the same channel, with tracking

Admin inbox

Filters by status, type and assignment; priorities and internal team notes

Automatic notifications

Email to the user on every reply and alert to the team on every new ticket

Changelog

v0.14.02026-10-11

Per-user ticket creation pause: from any ticket, the team can pause its owner from opening new tickets (through the portal, chat, Talk, email or the assistant tool) until the team lifts it or until a set date. Independent of the anti-spam cap: the user cannot undo it by closing their tickets.
The user sees the pause in their inbox before typing (notice + disabled «New ticket» button) and receives a bell notification when it is applied and when it is lifted. They can still reply to their open tickets.
Dashboard: «Paused users» card with date, unclosed tickets and a button to lift the pause; in the ticket detail, a banner showing who applied it and the internal note.
Freezer: a ticket frozen by the team no longer accepts replies from the user (previously, replying unfroze it and sent it back to the inbox without anyone deciding so). The user sees a «paused» notice instead of the reply box.

v0.13.12026-10-11

The «Create support ticket» modal in chat opens wide on desktop (780 px), with the message list limited in height and the create button always visible at the bottom, without scrolling.

v0.13.02026-10-10

Create ticket from chat (#259): the note starts with an AI-generated summary (problem, what has been tried, what the user expects) followed by the conversation; a checkbox in the dialog lets you remove it.
New settings: «Create ticket from chat» (turning it off hides the option in the ⋯ menu of conversations) and «AI summary».

v0.12.02026-10-04

Push notifications to the team's mobile devices (F4 of the notification center): new ticket, user reply and «you have been assigned» are sent via web push (naios-webapp, the same channel as Talk and the bell) to admins who are neither connected to the inbox nor the chat; at most one push every 30 s per person, and no push during their quiet hours. Setting team_web_push (enabled by default).

v0.11.02026-10-04

Live support for the team: dedicated SSE channel (/admin/api/stream) through which the inbox, the panel and the open ticket refresh automatically when a ticket is created, the user replies, triage finishes, or a ticket is assigned or its status/priority/lock/freeze changes (the 45 s polling remains as a fallback). The same events are sent through the Talk channel (support.team), and the chat notification center shows them as pop-ups to admins: new ticket, user reply and «you have been assigned».

v0.10.02026-10-04

Lock: the team can lock a CLOSED ticket (lock button in the detail view, closed tickets only). The user sees a notice instead of the reply box («the team closed this ticket and it no longer accepts replies; open a separate ticket for each topic») with «Create new ticket»; replying through the API returns 403 support.ticket.locked. Reopening from the inbox removes the lock. Setting lock_on_close (off by default): lock when closing manually; automatic closing never locks. Federated (set_locked / locked) so the user sees the notice on their platform.
Prevention: hint «one request per ticket» in the new ticket form; AI triage flags «Multiple requests» (multi_request) when a ticket mixes unrelated topics, both in the note and as a chip in the inbox.
0.9.1 (4/10): deep link without reloading when Support is already open in a module tab (window.naiosDeepLink).

v0.9.02026-10-03

Triage: reads the text of attached documents (PDF, Word, Excel, CSV, TXT, MD, LOG, JSON, HTML) with the Knowledge extractor, without AI, with limits (3 documents, 4,000 characters each, 10,000 in total); the panel shows which attachments the AI read. Setting triage_documents.
Triage: the source of the hypothesis is validated against what was offered (Help article or related ticket); if the model cites something else, the hypothesis and the draft are discarded. The Help lookup follows the thread (subject + latest user message + documents read), 6 fragments and a 10 s limit. Response budget 4,000 tokens.
Attachment viewer in the ticket (user and team), as in Talk: PDF, Word, Excel, CSV (table), TXT/LOG/JSON, rendered Markdown, and HTML in an isolated iframe; .mov video; download from the viewer bar. The html and htm extensions are allowed by default. Video and audio with Range support (iOS).

v0.8.12026-09-28

Triage: analyzes the full thread (user messages, team messages and internal notes) and knows the ticket's status: if it is the team's turn, it proposes a draft; if already answered, it indicates the next step and whether closing is advisable; if closed, only a summary and classification. Panel collapsed by default and a «Request triage» button in the ticket footer. Setting triage_auto_on_create.

v0.8.02026-09-28

Internal AI triage: every new ticket receives, in the background, a note only visible to the team with a summary, module and screen, suggested type and priority (based on impact, never on tone), related tickets and possible duplicates, the missing question, a hypothesis with its source (platform Help) and a reply draft in the user's language. Chip in the inbox and panel in the ticket with Apply, Use draft, Discard and Re-analyze buttons. Nothing is applied automatically and nothing reaches the user. Settings triage_*. Related ticket search by text (FTS).

v0.7.22026-09-28

The team (admin and superadmin) can edit or delete their own visible messages while the ticket is not closed. Edited messages are marked «edited», and a deleted message leaves the placeholder «Message deleted by the team»; in both cases an internal note is saved with the previous text. If the team's only reply is deleted, the ticket returns to «open». Federated tickets propagate the edit and deletion to the other platform.

v0.7.12026-09-27

«Create ticket» from a NAiOS Agents agent always requires the owner's approval (marked x_naios_confirm_always): the agent's «all» auto-approval setting does not bypass it.

v0.7.02026-09-27

Tools for the chat AI and agents: «my tickets», «ticket detail» (read-only) and «create ticket» (with prior user confirmation in chat and pre-approval in agents). Creation goes through the same mechanism as Talk, chat and Mail (origin «From chat», content-based duplicate prevention). Switch enable_chat_tools in settings.

v0.6.02026-09-27

Intake: a ticket can be created from a NAiOS Talk conversation or from a NAiOS chat with the selected messages and their attachments (pre-filled note, length limits, duplicate prevention per selection, attachments according to policy: whatever fits is saved). The origin («From NAiOS Talk» / «From chat») is visible in the team inbox, and whoever opened the ticket has a link back to the conversation. Creating from email (Mail) uses the same mechanism.

v0.5.62026-09-25

Federation: when the person replying is the ticket owner (an admin or superadmin of their platform replying from their inbox), the center treats it as a customer reply: the ticket returns to «Open» and the team receives the alert. Previously it stayed «Answered» and went unnoticed.

v0.5.52026-09-24

A PDF attached to a ticket opens in a viewer over the modal itself (as in Talk), with download and closing with Esc; it is no longer downloaded or opened in another tab. Without a PDF viewer in the browser (Android), the pages are displayed anyway.

v0.5.42026-09-24

Ticket modal: the reply area is fixed at the bottom (no need to scroll to the end of the thread to write), and the ⟳ button shows its status in the header: «Updating…», «Up to date» or «N new messages».

v0.5.32026-09-24

The open ticket refreshes without closing it: ⟳ button in the header (team inbox and user view), refresh when returning to the tab and every 45 s while open. Keeps the reply being typed.

v0.5.22026-09-23

Federation (#178): when replying to a ticket from another platform, the delivery label starts with the real status (the center waits for the first delivery, up to 2.5 s) and, if still pending, updates itself without closing the ticket

v0.5.12026-09-21

A superadmin arriving with ?ticket=ID (from Mail or a notification) lands on that ticket in the inbox, not on the panel

v0.5.02026-09-21

Tickets from an email: NAiOS Mail can convert an email into a ticket (own, or if the person registering is on the team, on behalf of the sender if they are a user; if not, they are CC'd and receive the replies). Email attachments are saved with the usual limits and any that don't fit are reported; the same email does not generate two tickets

v0.4.12026-09-21

The Platforms tab can be viewed with the admin role (status, last contact and pending shipments of each platform); connecting, pausing, revoking and pairing codes remain restricted to the superadministrator.

v0.4.02026-09-21

Federation: a Support instance can act as a center and manage from its inbox the tickets of other connected NAiOS platforms (Support → Platforms). Pairing by single-use code; secret per platform and signed requests.
The platform sends each new ticket, user reply, status change and priority change to the center; the center replies and changes status/priority from its inbox, and the platform notifies its user as usual (replies signed «NAiOS Team», configurable).
Platform column and filter in the inbox, origin banner with a link in the thread, and delivery status per reply. Attachments on demand between platforms, without copying files.
Outbox with retries and idempotency: nothing is lost or duplicated if the other side does not respond; «Resend pending» and «Resync» from the tab.

v0.3.02026-09-16

Participants: besides the person who opens the ticket, it can have other people from the platform who follow it from their own Support section («Shared with me»), see the thread (never the internal notes), reply with attachments and receive the same notifications.
Participants can be added by the person who opened the ticket, by any participant (using their account email) and by the team from the inbox (searching by name or email). This is recorded in the thread and the person receives an email and a bell notification.
The person who opened the ticket can remove anyone; a participant can remove only the people they added, or leave the ticket. Closing remains the responsibility of the person who opened it or the team.
If someone on CC has a NAiOS account, a «Make participant» button explains the difference and moves them from CC to participant.
Attachments on internal notes are never served outside the team anymore.

v0.2.02026-09-15

Admin inbox with a single-row header: search, types, assignment, Filters, Columns and New ticket.
Filters by user, assigned agent, priority and creation dates, with chips to remove them; the user's name in each row shows all of their tickets.
Sortable columns (number, subject, type, priority, assigned, messages, activity, created and status) and selectable visible columns, remembered in the browser.
Multiple selection (with Shift+click for ranges) and bulk actions: assign, change status or priority, and freeze; when closing in bulk, users are only notified if this is checked.
Pagination with «X–Y of Z»: the inbox is no longer cut off at the first 50 tickets.
Dashboard: clicking a user in the ranking opens their tickets.

v0.1.02026-07-15

Initial release
Tickets with attachments and CC
Admin inbox with assignment and internal notes
Email and bell notifications