Help Center: /help built to its canvas, and members' tickets in it (D599)

[guillaumelauzier]

S1: The owner, 2026-10-06: "The current Help Center doesn't look at all like the one that was supposed to be implemented, and where are the tickets users submitted?"

Decision D599. Slot S01. Migration 408 for the two stores in step 2.

What is true on main

• /help is the old docs site. Task Build(deps): Bump lucide-react from 1.21.0 to 1.22.0 in /frontend in the runtime group #103 put a front door on it: a gray left rail listing every guide, every guide rendered in one long scroll, a three-column grid of the manifest's sections, and a "Still stuck?" footer at the very bottom.
• The approved canvas looks different. design/canvases/integrated/Help Center.dc.html (H1 and H2) has:
  • no left rail;
  • a centred lavender search band;
  • seven task-named areas, with licence badges and the surface each guide belongs to;
  • "Popular this week";
  • a "Still stuck?" card;
  • a page for each guide (H2).
• Four canvas elements were left out on purpose, and help_center_contract.test.mjs pins them absent:
  • Popular this week, because nothing counts views;
  • "Did this answer it?", because nothing stores the answers;
  • "Where this lives" and "Open the surface", because no guide records its surface;
  • "Applies to" and the persona line, because no guide records its licences.
• Tickets live at /help/tickets. A member sees their own; an admin sees every member's. From /help, the only link is "Open a ticket" in the footer, below the whole corpus. The canvas has no ticket screen.

The work

1. Build H1 and H2 to the canvas (S1, now):

   • the hero band;
   • the area cards, two columns wide, with tinted icons and four guides each, every guide carrying its surface;
   • the "Still stuck?" card;
   • one page per guide, at /help/<area>/<guide>, with its breadcrumb, "On this page", Related, and "Open the surface", built from each guide's related links;
   • no left rail.

   Every existing #section/sub deep link keeps resolving.

2. Two stores, Worker first, in migration 408:

   • weekly view counts per guide, with no reader identity, for "Popular this week";
   • yes or no per guide, plus "what was missing" after a no, for "Did this answer it?".

   The contract test changes from "absent" to "backed by a store".

3. Content:

   • regroup the corpus into the canvas's seven areas;
   • tag each guide with the licences it applies to, which drives "Applies to" and the badges.

4. The ticket screens wait on the canvas (needs-design). That covers H1's "Your tickets" card, and H3 to H7: Your tickets, Open a ticket, the ticket, the admin queue, and the admin's ticket. The owner pastes the prompt below into Claude Design. Once the canvas is approved, S1 commits the export under design/incoming/ and builds it.

Steps 1 to 3 ship as PRs that say Part of this issue. The last one, after the canvas, says Closes.

Claude Design prompt

Add support-ticket screens to the StudioOS Help Center canvas, the one with "H1 · Help Center" and "H2 · Help · Article". Keep H1 and H2, and add the screens below to the same file.

Match that canvas exactly: the same 1080-wide frames, and the same white header bar with the "A" tile, "Axal VC" and the HELP label. Its tokens:
- Board #eeedf2, frame #f4f3f7. Cards are #fff, with a 1px #e8e6ee border and a 14px radius; inner dividers are #f0eef5.
- Ink #241f38, body #4a4459, muted #6b6577, faint #a49ead.
- Violet #7c3aed, with links and hover #6d28d9, tint #f4f0fe and edge #ddd0fb.
- Green #047857 on #eefbf5 (edge #a7f3d0). Amber #92400e on #fffdf5 (edge #fcd34d). Red #b91c1c.
- Inter 400 to 800, with headings at 800 and tight tracking. Roboto Mono for labels (10px, uppercase, 0.11em tracking), meta lines and every figure (tabular).
- Pills have a 99px radius and buttons 9px. The primary button is violet; the secondary is white with a hairline border.

Draw each new screen at 1080 wide, plus a 390-wide phone layout.

WHAT THE PLATFORM RECORDS ABOUT A TICKET. Draw only these fields.
- Title and description.
- Type: Task, Bug or Feature.
- Category, one of eight: Fund administration, Contracts, Access & permissions, Licence & seats, Billing, Data & reporting, Onboarding, Other. Older tickets have none; they say "No category".
- Priority: Low, Medium, High or Urgent.
- Status: Open, In progress, Resolved or Closed.
- Submitted by; Assigned to (optional); Created; Last updated.
- Tracker: each ticket is mirrored to an issue on the team's tracker, which gives it a number and a link. The mirror can fail. Then the ticket is saved with no number, and nobody can reply on it until it has one.
- A bug's bounty state, in exactly these words: "Under review"; "Confirmed: being fixed"; "Fixed: [N] credits"; "Fixed: no credits granted"; "Fixed: credits taken back"; "Fixed: credits could not be read"; "Not a bug" (the reason is in the replies); "Duplicate" (the replies name the original). Credits are worth US$1 each and are spent on Perks.
- A feature request's review: "Awaiting review", "Approved", or "Declined" with the reason the Super Admin typed.
- The thread: replies from the support team and from the member, each with the author's name, avatar and time.
- Admins only, the SLA tier from priority: Urgent is P1 (24 h), High is P2 (48 h), Medium and Low are P3 (96 h). HQ edits the hours. Each ticket's age band against its tier: On time, Due soon or Overdue.

CHANGES TO H1 (the Help Center home)
- Below the hero, a "Your tickets" card for a signed-in member:
  - their open tickets, at most three, latest activity first;
  - each row: title, status pill, and the bounty or review chip when there is one;
  - links: "All your tickets →" and "Open a ticket";
  - empty state: "No open tickets";
  - Unreadable state: "Your tickets could not be read", with "Try again". A failed read never shows a zero.
- For an admin, the same card reads "Open tickets across the platform" with a count, and links to the queue (H6).
- "Still stuck?":
  - the primary action becomes "Open a ticket";
  - "Message the team" shows only on plans that include chat;
  - then "Email support" (support@axal.vc);
  - keep "What we can see", linking to the Trust Center;
  - remove "Book a walkthrough": nothing books one;
  - keep the status line and "Status page →".
- Keep everything else on H1 and H2 as it is.

NEW SCREENS

H3 · Help · Your tickets (member)
- Breadcrumb: Help / Your tickets. Title "Your tickets", with an "Open a ticket" button.
- Tabs with counts: Open, In progress, Resolved, Closed, All. Filters: type and category.
- Each row: title, one line of the description, type, category, priority and status pills, the bounty or review chip, and "Updated [date]".
- States: loading; empty ("You have not opened a ticket"); Unreadable.

H4 · Help · Open a ticket
- Fields:
  - Title (required);
  - Type: Task, Bug or Feature, required, with no default;
  - Category (one of the eight);
  - Priority, with a one-line hint under each level;
  - Description.
- While the member types the title: "These guides may answer it", with up to three matching guides from the Help Center search.
- For a bug, one line: "A confirmed bug earns credits when the fix ships."
- After submit, three outcomes:
  - saved and mirrored: "Ticket #[n] opened";
  - saved but not on the tracker yet: "Saved. Replies open once it reaches the tracker", with the reason;
  - a field error.

H5 · Help · Ticket (member detail)
- Breadcrumb: Help / Your tickets / [Ticket title].
- Header: title, then type, category, priority and status pills. Then the description.
- A right column, 250px like H2's rail:
  - Submitted, Last updated and Assigned to;
  - the tracker link;
  - a panel that says, in one sentence, what the bounty or review state means. It shows the credits for a fixed bug, and the reason for a declined feature.
- The thread, then a reply box. Show the box disabled for a ticket not on the tracker yet, with "Replies open once this ticket is on the tracker".
- States: loading, not found, Unreadable.

H6 · Help · All tickets (admin queue)
- Every member's tickets. Columns:
  - Ticket (title and one line);
  - Requester (name, linking to the account);
  - Category;
  - Priority, with its SLA tier (P1, P2, P3);
  - SLA: On time, Due soon or Overdue;
  - Status;
  - Bounty or review;
  - Tracker: #[n], or "Not on the tracker".
- Filters: status, type, category, priority and SLA band, plus a title search.
- Admins only: an amber banner at the top, "[n] saved tickets are not on the tracker", with a "Create missing issues (up to 25)" button.
- States: empty, loading, Unreadable.

H7 · Help · Ticket (admin detail)
- H5's layout, plus:
  - a status changer (Open, In progress, Resolved, Closed);
  - the assignee;
  - the tracker mirror's state and its error;
  - for a feature request, a link to the Super Admin's review queue.

RULES
- Never draw an invented figure. Use placeholders such as [Member name], [Ticket title] and [n].
- A failed read says "Unreadable", never 0 and never an empty list.
- The AI is called Eadwyn. Product copy never says advisor, advice, recommendation or fiduciary.
- Under each new frame, a one-line caption like H1's and H2's, saying what the screen is for.

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Generated by Claude Code

[guillaumelauzier]

S1: The owner made the ticket screens from the prompt and shared the canvas (2026-10-06), so the design part of step 4 is done and needs-design is off.

The canvas now has:

• H1: adds a "Your tickets" card, and a "Still stuck?" card with four actions.
• H2: unchanged.
• H3 to H7, all drawn by one imported component, "Help Ticket Screen":
  • H3: Your tickets;
  • H4: Open a ticket;
  • H5, and H5b for a ticket not on the tracker yet: the member's ticket;
  • H6: the admin's All tickets queue;
  • H7: the admin's ticket.

Both files go into design/canvases/integrated/, decoded with scripts/read-canvas.mjs, in the first PR below. The Help Center canvas replaces its older copy in place, because /help is live.

The order of work:

1. D599: H1 and H2 to the canvas. This covers the home page, a page per guide, and H1's "Your tickets" card with the data the ticket list already returns.
2. The ticket screens, H3 to H7, Worker first:
   • the ticket list carries a feature request's review state and reason;
   • the form requires a type, and offers the eight categories.
3. Steps 2 and 3 above: the view and feedback stores, and the content work.

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Generated by Claude Code

[guillaumelauzier]

S1: Step 2 (the view and feedback stores, Worker first) is now #1286, for slot S10, with D603 and migration 408. Session 1 keeps the page side: step 1 here (D599), then "Popular this week" and "Did this answer it?" wired onto #1286's routes once they merge.

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Generated by Claude Code

[guillaumelauzier]

STATUS
task: #1280 (step 1, D599)   slot: S01   agent: Claude Code
branch: claude/spinout-lab-workspace-wuyyqd
state: IN_PROGRESS (step 1 READY_FOR_REVIEW)
files: frontend/src/pages/docs/DocsLayout.jsx, frontend/src/pages/docs/helpCenter.js, frontend/src/App.jsx, frontend/src/pages/TicketsPage.jsx, the two Help Center canvases, documentation/architecture/decisions/D599.md
blockers: none
questions: none
tests: npm run build, then npm run test:drift: EXIT=0 (frontend 4,974; Worker 5,782 pass, 3 skipped; retention 127). 19 of 19 mutation checks caught. Rendered as a founder and as an admin at 1280 and 390 wide.
pr: https://github.com/AxalNetwork/StudioOS/pull/1290 (Part of #1280)

What's next:

• Step 2: Help Center: weekly guide views and yes/no answers, Worker first (D603, migration 408) #1286 (S10) builds the stores. Session 1 then wires "Popular this week" and "Did this answer it?".
• Step 4: the ticket screens H3 to H7 are Session 1's next build.
• Step 3: the content regroup.

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Generated by Claude Code

[guillaumelauzier]

STATUS
task: #1280   slot: S01   agent: Claude Code
branch: claude/spinout-lab-workspace-wuyyqd
state: IN_PROGRESS
files: step 1 merged; step 4 next (Worker, TicketsPage, admin ticket pages)
blockers: none
questions: none
tests: step 1 at 69b0deae6: npm run test:drift EXIT=0 (frontend 4,974, Worker 5,782 + 3 skipped, retention 127); 19/19 mutations caught
pr: #1290 merged (ce6772616)

Step 1 is on main as D599 (#1290):

• /help is the canvas's H1, with the "Your tickets" card.
• Each guide has its own page at /help/<area>/<guide> (H2).
• Every old #<area>/<guide> link still lands.

What is left on this issue:

• Step 4, next, Session 1: the ticket screens H3 to H7, to design/canvases/integrated/Help Ticket Screen.dc.html. The Worker goes first: the ticket list carries a feature request's review state and reason. Decision D604. Super Admin review queue for feature requests and suggested tasks (D544, migration 383) #1107's type rule (D544, D544: a ticket's type is required, with no default (#1107) #1293) is now on main, so the H4 form can require a type.
• Step 2, after Help Center: weekly guide views and yes/no answers, Worker first (D603, migration 408) #1286 (S10) merges: "Popular this week" and "Did this answer it?". The contract test keeps both banned until then.
• Step 3: the corpus regrouped into the canvas's seven areas, with each guide's surface and licence tags.

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Generated by Claude Code

[guillaumelauzier]

STATUS
task: #1280 (step 4: the ticket screens H3–H7, D604)   slot: S01   agent: Claude Code
branch: claude/spinout-lab-workspace-wuyyqd
state: DONE (step 4)
files: services/ticketScreens.ts (new), routes/tickets.ts, services/githubSync.ts, pages/TicketsPage.jsx (rebuilt), lib/ticketScreens.js (new), components/tickets/ReviewBadge.jsx (new), lib/api.js, pages/docs/DocsLayout.jsx, decisions/D604.md, ROUTE_MAP.md
blockers: none
questions: none
tests: test:drift EXIT=0 (frontend 5,025, Worker 5,860 with 3 skipped, retention 127); CI green on 7209d2dd9
pr: https://github.com/AxalNetwork/StudioOS/pull/1303 (merged as 892392af6)

Step 4 is done. /help/tickets is now H3 to H7:

• a member's list and the form;
• one ticket, with its thread by side;
• the admin queue, with the SLA and the per-ticket mirror retry.

Still open on this issue:

• Step 2. Wire "Popular this week" and "Did this answer it?" to D603's stores (merged as D603: Help Center weekly guide views and yes/no answers, Worker first (migration 408) #1302), and lift the contract test's bans. Session 1, next.
• Step 3. The content regroup.

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Generated by Claude Code