# Support Case Management Roadmap

> **Purpose:** Build a platform-native case system for customer issues, agent
> escalations, internal triage, and resolution tracking.
>
> **Primary Surfaces:** `services/platform-service/`, `services/mcp-server/`
>
> **Status:** Planned
>
> **Estimated Effort:** 3-4 weeks

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## Why This Is Missing

The repo has diagnostics, telemetry, debug tooling, and support-oriented MCP helpers.
What it lacks is a canonical case record that ties them together.

Without a case system, support work becomes fragmented across logs, chat, and ad hoc notes.

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## Recommended Stack

- `platform-service` case module
- Cosmos or PostgreSQL for case records
- Blob storage for attachments and debug packs
- Notification hooks to Slack/Telegram/email

### Recommendation

This can live comfortably in `platform-service`. If the case domain becomes highly
relational, PostgreSQL is better. Otherwise a Cosmos-backed module is acceptable.

### Default Decision For This Repo

- Build the case system in `platform-service`
- Link cases directly to run IDs, review IDs, and diagnostics sessions
- Treat external helpdesk sync as secondary, not the system of record

---

## Dependencies

- Agent Runtime & Orchestration
- Human Review & Approval Queue
- Org, Workspace & RBAC

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## V1 Non-Goals

- Full CRM replacement
- Multi-channel customer messaging inbox
- External vendor-specific support automation

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## Phase 1 - Core Case Model

- [ ] Create modules:
  - [ ] `cases`
  - [ ] `case-comments`
  - [ ] `case-attachments`
  - [ ] `case-links`
- [ ] Track:
  - [ ] customer or workspace
  - [ ] severity
  - [ ] status
  - [ ] assignee
  - [ ] linked run IDs
  - [ ] linked diagnostics sessions
  - [ ] linked incidents and releases

---

## Phase 2 - Operational Workflow

- [ ] Add triage statuses and SLA timers
- [ ] Add handoff between support, engineering, and operations
- [ ] Add debug-pack ingestion
- [ ] Add incident and case cross-links
- [ ] Add case templates for common issue categories

---

## Phase 3 - Agent Integration

- [ ] Let agents create draft cases from failed or escalated runs
- [ ] Let support operators ask MCP tools for case-linked diagnostics
- [ ] Add case summarization and next-step suggestions

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## Tech Stack Options

| Option                      | Pros                          | Cons                            | Fit                   |
| --------------------------- | ----------------------------- | ------------------------------- | --------------------- |
| Platform-native case module | Full control, integrates well | More work up front              | Best long-term        |
| External helpdesk sync      | Faster bootstrap              | Split system of record          | Good only if required |
| Ticket tool only            | Lowest build effort           | Weak agent-platform integration | Poor strategic fit    |

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## Risks

- No unified case object means poor support analytics and weak escalations
- External-only support systems hide key agent and diagnostics context
- If cases cannot link to runs and review queues, operators lose causal context
