Help Desk 1.15.0 — Production Readiness Audit
| Field | Value |
|---|---|
| Date | 2026-10-08 |
| Status | Go for production |
| Scope | Customer reply reopens closed/resolved; HelpDeskCustomerReplyNotification; dedicated email_notifications keys; conversation UI polish (staff + portal) |
| Catalog | help-desk 1.14.0 → 1.15.0 (paired with customer-portal 1.3.0) |
| Companion | Customer Portal 1.3.0 readiness · Help Desk developer guide · CHANGELOG |
Executive summary
Public customer replies (portal or email ingest) reopen closed and resolved tickets to open via system reopenFromCustomerReply (timeline: “Reopened by customer reply”). Assignees (fallback creator) receive in-app help_desk.customer_reply always; mail is optional via Settings → Notifications (help_desk_customer_reply, default off). Close/reopen mail no longer reuse task_status — they use help_desk_closed / help_desk_reopened (default off). Staff reopen from resolved also notifies.
Go / No-Go: Go.
| Gate | Result |
|---|---|
| Reopen closed + resolved only; open tickets unchanged | Pass |
| Staff internal notes do not reopen | Pass |
| In-app always; mail optional default off | Pass |
| Board realtime still fires on status change | Pass (existing StatusChanged broadcast) |
| Playwright headed Help Desk workflow | Pass — 3/3 |
| Playwright Customer Portal reopen path | Pass (portal workflow) |
| Pest reopen + preference gating + catalog bump | Pass |
| Docs + upgrade | Pass |
Findings
Accepted
| ID | Severity | Notes |
|---|---|---|
| R1 | Info | Customer reply + reopen may yield two notifications (customer_reply + reopened) — intentional |
| R2 | Ops | Migrate with Customer Portal 1.3.0; deploy Frontend Settings toggles together |
Operator checklist
php artisan migrate --forcewith Customer Portal 1.3.0 ship- Confirm
help-desk1.15.0 - Smoke: close ticket → portal reply → Open + database notification; mail toggles remain off until enabled