Pelcro Tickets vs Zendesk

🔍 Problem Statement

As a support engineer, I lack ticket triage, internal collaboration, and SLA visibility in Pelcro, which results in reliance on Zendesk for core support workflows.

💡 User Story

• As a support engineer, I want inbound emails to support@ to auto-create a ticket assigned to an agent, so that no request is missed or manually re-entered.

• As a support engineer, I want to add internal notes on a ticket, so that I can coordinate with teammates without exposing context to the client.

• As a support engineer, I want to set a Priority on each ticket, so that I can triage the queue by urgency.

• As a support engineer, I want Open/Pending/On-hold/Solved statuses with auto-reopen on client reply, so that ticket state always reflects reality.

• As a support manager, I want tickets to track first-reply and resolution time, so that I can report on SLA compliance.

🎯 Definition of Done (DoD)

✔ Given a Settings page for Support, when an admin selects a collaborator as the default ticket assignee, then that setting is saved and used for all future auto-created tickets.

✔ Given an email sent to the support inbox, when it's received, then a ticket is auto-created with Source=Email, Status=New, and assigned to the collaborator configured in Settings.

✔ Given an open ticket, when an agent adds a note marked "Internal," then it appears in the ticket timeline but is never sent to or visible by the client.

✔ Given the Create or Edit Ticket drawer, when an agent sets Priority (Low/Medium/High/Urgent), then it saves and displays on the ticket and in the global list.

✔ Given a Solved ticket, when the client replies via email, then the ticket status automatically changes to Open.

✔ Given a ticket, when the first agent email is sent, then first-reply time is recorded from ticket creation to that timestamp; resolution time is recorded from creation to Solved.