Staging Test: Support Chat & Ticketing

Test Area: Support Tickets & Real-time Chat
Estimated Time: 30-40 minutes
Difficulty: Medium
Prerequisites: Complete 01-authentication first.

Overview

This guide tests the support ticketing and real-time chat system. The system enables:

Investors to create support tickets and message with support staff
Support Staff (Agent/Admin) to manage tickets, assign them, and add internal notes
Super Admin to send one-way direct messages to users and reopen closed tickets

Ticket Status Flow

OPEN → IN_PROGRESS → RESOLVED → CLOSED
  │         │            │          │
  └─────────┴────────────┴──────────┘
            (any status can go to CLOSED)
            (Super Admin can reopen CLOSED → OPEN)

Ticket Categories

Category	When to Use
DEPOSIT	Questions about deposits
WITHDRAWAL	Issues with withdrawals
KYC	Identity verification questions
TECHNICAL	Technical issues with the platform
EARLY_WITHDRAWAL	Requests to withdraw before lock-in ends
OTHER	Anything else

Before You Start

URLs

Note: All support routes use /support/* (investor) and /admin/support/* (staff). The old /investor/tickets and /admin/tickets routes no longer exist.

Page	URL	Notes
Login	`https://zestamc.savibm.com/login`	All users
Investor Pages
Support Hub	`https://zestamc.savibm.com/support`	Dashboard with tickets + inbox
My Tickets	`https://zestamc.savibm.com/support/tickets`	Investor’s ticket list
Ticket Detail	`https://zestamc.savibm.com/support/tickets/:id`	Chat view
Inbox	`https://zestamc.savibm.com/support/inbox`	Direct messages from admin
Note:	Ticket creation uses a modal dialog	Click “New Ticket” button on Support Hub or My Tickets page
Staff Pages
Support Dashboard	`https://zestamc.savibm.com/admin/support`	All tickets overview
All Tickets	`https://zestamc.savibm.com/admin/support/tickets`	Staff ticket queue
Ticket Detail	`https://zestamc.savibm.com/admin/support/tickets/:id`	Chat + notes + status
Agent Workload	`https://zestamc.savibm.com/admin/support/agents`	Super Admin only
Direct Messages	`https://zestamc.savibm.com/admin/support/dm`	Super Admin only

Test Accounts

Role	Email	OTP	Purpose
Investor	`testinvestor@zestamc.com`	Check email	Primary investor for ticket creation
Investor	`test@zestamc.com`	Check email	Secondary investor for DM testing
Support Agent	`supportagent@zestamc.com`	Check email	Agent for ticket management
Super Admin	`admin@zestamc.com`	Check email	Admin for DM and reopen testing

User Capabilities

Role	Can Do
INVESTOR	Create tickets, send messages, close own tickets, receive DMs
SUPPORT_AGENT	View all tickets, claim tickets, change status, add notes, send messages
SUPER_ADMIN	All agent actions + assign to others, send DMs, reopen closed tickets, view workload

Role	How to Access Support
Investor	Click “Support” in sidebar navigation
Support Agent	Click “Support Center” in sidebar (shows under Admin layout)
Super Admin	Click “Support Center” in sidebar

Test Cases

Test 1: Create Support Ticket

Goal: Verify investor can create a support ticket with initial message Steps:

Log in as testinvestor@zestamc.com
Navigate to Support page (/support)
Click the “New Ticket” button (opens a modal dialog)
Fill in the form in the modal:
- Category: DEPOSIT
- Subject: Question about my deposit
- Message: I submitted a deposit yesterday but it hasn't been approved yet. Can you help?
Click “Create Ticket” button in the modal

Expected Results:

Step	What You Should See
Modal opens	Category dropdown, subject field, message textarea in dialog
After submit	Success message, modal closes, redirected to ticket detail view
Ticket status	Shows “OPEN”
Initial message	Your message appears in the chat

Note: You can also create tickets from the “My Tickets” page (/support/tickets) by clicking the “New Ticket” button there. Pass Criteria: ✅ Ticket created with initial message visible

Test 2: View Ticket List

Goal: Verify investor can see their support tickets Steps:

On the Support page
Look for the ticket list/table

Expected Results:

Element	What You Should See
Ticket row	Shows subject, category, status, date
Status badge	Color-coded (e.g., green=open, blue=in progress)
Click action	Clicking ticket opens detail view

Pass Criteria: ✅ Ticket list displays with correct information

Test 3: Send Message in Ticket

Goal: Verify investor can send messages in an open ticket Steps:

Open an existing ticket
Type a message: Adding more details to my question.
Click “Send” or press Enter

Expected Results:

Step	What You Should See
Message input	Text area at bottom of chat
After send	Message appears immediately
Sender info	Shows your name/avatar
Timestamp	Shows when message was sent

Pass Criteria: ✅ Message sent and displayed in chat

Test 4: Close Ticket (Investor)

Goal: Verify investor can close their own ticket Steps:

Open an OPEN or IN_PROGRESS ticket
Find “Close Ticket” button
Click to close
Confirm if prompted

Expected Results:

Step	What You Should See
Close button	Available on open tickets
After close	Status changes to “CLOSED”
Message input	Disabled (cannot message closed ticket)

Pass Criteria: ✅ Ticket closed successfully

Test 5: Cannot Message Closed Ticket

Goal: Verify users cannot send messages in closed tickets Steps:

Open a CLOSED ticket
Try to type and send a message

Expected Results:

Step	What You Should See
Message input	Disabled or hidden
Error	”Cannot send messages to closed ticket” (if attempted)

Pass Criteria: ✅ Message sending blocked on closed tickets

Test 6: Staff Views All Tickets

Goal: Verify support agent can see all tickets Steps:

Log out and log in as supportagent@zestamc.com
You should be redirected to the admin portal (sidebar shows “Support Center”)
Click “Support Center” in the sidebar
Then navigate to Tickets tab or /admin/support/tickets

Expected Results:

Element	What You Should See
Navigation	”Support Center” link in sidebar
Ticket list	All tickets from all users
Filters	Status, category, priority filters
User info	Shows which user created each ticket
Assignment	Shows assigned agent (if any)

Pass Criteria: ✅ Staff can see all tickets in /admin/support/tickets

Test 7: Claim/Assign Ticket

Goal: Verify agent can claim an unassigned ticket Steps:

As supportagent@zestamc.com
Find an unassigned ticket (no agent assigned)
Click “Claim” or “Assign to Me”

Expected Results:

Step	What You Should See
Before claim	Shows “Unassigned”
After claim	Shows your name as assigned agent
Status	May change to “IN_PROGRESS”
System message	”Ticket assigned to [Agent Name]” in chat

Pass Criteria: ✅ Ticket assigned with system message

Test 8: Agent Limit (5 Active Tickets)

Goal: Verify agent cannot claim more than 5 active tickets Preparation: This test requires claiming 5 tickets first. If already at limit, proceed. Steps:

As an agent with 5 active tickets
Try to claim a 6th ticket

Expected Results:

Step	What You Should See
Claim attempt	Error message
Error	”Agent has reached maximum active tickets (5)“
Ticket	Remains unassigned

Pass Criteria: ✅ System prevents exceeding 5-ticket limit

Test 9: Add Internal Note

Goal: Verify staff can add internal notes (not visible to users) Steps:

As supportagent@zestamc.com
Open a ticket
Find “Add Note” or “Internal Note” section
Enter: Customer has been contacted via phone.
Click “Add Note”

Expected Results:

Step	What You Should See
Note input	Separate from message input
After add	Note appears in notes section
Note styling	Visually distinct from chat messages
User view	Notes NOT visible when investor views ticket

Pass Criteria: ✅ Internal note added and hidden from investor

Test 10: Verify Notes Hidden from Investor

Goal: Confirm internal notes are not visible to the ticket owner Steps:

Log out and log in as testinvestor@zestamc.com
Open the same ticket that has internal notes
Look for the note content

Expected Results:

Step	What You Should See
Ticket view	Regular messages visible
Notes	No internal notes section visible
Note content	Cannot see staff notes

Pass Criteria: ✅ Internal notes not visible to investor

Test 11: Staff Changes Status

Goal: Verify staff can update ticket status Steps:

Log in as supportagent@zestamc.com
Open an OPEN ticket
Change status to “IN_PROGRESS”
Then change to “RESOLVED”

Expected Results:

Transition	Expected Result
OPEN → IN_PROGRESS	✅ Allowed
IN_PROGRESS → RESOLVED	✅ Allowed
RESOLVED → CLOSED	✅ Allowed
Status display	Updates immediately

Pass Criteria: ✅ Status transitions work correctly

Test 12: Staff Sends Message

Goal: Verify staff can send messages to investors Steps:

As supportagent@zestamc.com
Open a ticket
Send message: Thank you for contacting support. We are looking into your issue.

Expected Results:

Step	What You Should See
After send	Message appears in chat
Sender	Shows agent name
Investor view	Investor can see staff message

Pass Criteria: ✅ Staff message visible to investor

Test 13: Super Admin Sends Direct Message

Goal: Verify Super Admin can send one-way direct messages to users Steps:

Log in as admin@zestamc.com
Navigate to Support Center > Direct Messages (or /admin/support/dm)
Select recipient: test@zestamc.com
Enter message: Important: Please update your KYC documents.
Click Send

Expected Results:

Step	What You Should See
Navigation	”Direct Messages” tab available in Support Center
DM form	Recipient dropdown/search, message textarea
After send	Success message, DM appears in sent list

Pass Criteria: ✅ DM sent successfully

Test 14: Investor Receives Direct Message

Goal: Verify investor can receive and view direct messages Steps:

Log in as test@zestamc.com
Navigate to Support > Inbox (or /support/inbox)
Look for the DM from admin

Expected Results:

Step	What You Should See
Notification	Badge showing unread DM count in navigation
Inbox	DM from admin visible in list
Message	Shows sender name and content
Reply	No reply option (one-way DM)

Pass Criteria: ✅ Investor receives DM in inbox at /support/inbox

Test 15: Mark Messages Read

Goal: Verify read status updates when viewing messages Steps:

As test@zestamc.com with unread DMs
Open and view the DM
Check if unread count updates

Expected Results:

Step	What You Should See
Before view	Unread badge/count
After view	Badge cleared or count decremented
DM appearance	May show as “read”

Pass Criteria: ✅ Read status updates after viewing

Test 16: Reopen Closed Ticket (Super Admin Only)

Goal: Verify Super Admin can reopen a closed ticket Steps:

Log in as admin@zestamc.com
Find a CLOSED ticket
Click “Reopen” button

Expected Results:

Step	What You Should See
Reopen button	Only visible to Super Admin
After reopen	Status changes to OPEN
System message	”Ticket reopened by [Admin Name]“
Messaging	Can now send messages again

Pass Criteria: ✅ Closed ticket reopened by Super Admin

Test 17: Agent Cannot Reopen Ticket

Goal: Verify regular support agent cannot reopen closed tickets Steps:

Log in as supportagent@zestamc.com
Find a CLOSED ticket
Look for reopen option

Expected Results:

Step	What You Should See
Reopen button	Not visible or disabled
Status	Cannot change from CLOSED

Pass Criteria: ✅ Regular agents cannot reopen tickets

Test 18: Agent Workload View (Super Admin)

Goal: Verify Super Admin can see agent workload Steps:

Log in as admin@zestamc.com
Navigate to Support Center > Agents (or /admin/support/agents)
View agent ticket counts

Expected Results:

Element	What You Should See
Agent list	All support staff listed
Ticket count	Number of active tickets per agent
Limit indicator	Shows X/5 format
Availability	Agents at limit marked differently

Note: This page is only accessible to Super Admin, not regular support agents. Pass Criteria: ✅ Workload view shows agent assignments

Test 19: Real-time Message Updates

Goal: Verify messages appear in real-time without refresh Preparation: Open same ticket in two browser windows (one as investor, one as agent) Steps:

Window 1: Log in as testinvestor@zestamc.com, open a ticket
Window 2: Log in as supportagent@zestamc.com, open same ticket
In Window 2, send a message
Observe Window 1

Expected Results:

Step	What You Should See
Window 1	Message appears without refresh
Delay	Near-instant (< 2 seconds)
UI	Message animates/slides in

Pass Criteria: ✅ Real-time message delivery works

Test 20: Ticket with Transaction Link

Goal: Verify tickets can be linked to deposit/withdrawal transactions Steps:

Log in as testinvestor@zestamc.com
Create a new ticket (click “New Ticket” button, opens modal)
Select category: DEPOSIT or WITHDRAWAL
Submit ticket
After ticket is created, check if a transaction is automatically linked (staff may also link transactions manually)

Expected Results:

Step	What You Should See
Ticket detail view	If transaction is linked, shows linked transaction card
Linked transaction	Displays transaction amount, status, and network
Staff view	Staff can see transaction details in ticket sidebar

Note: Transaction linking may happen automatically based on ticket category or be done manually by staff. The transaction link appears in the ticket detail view if a deposit or withdrawal is associated with the ticket. Pass Criteria: ✅ Ticket shows linked transaction info (if transaction is linked)

Test Results Summary

Test	Status	Notes
Test 1: Create Ticket	⬜ Pass / ⬜ Fail
Test 2: View Ticket List	⬜ Pass / ⬜ Fail
Test 3: Send Message	⬜ Pass / ⬜ Fail
Test 4: Close Ticket	⬜ Pass / ⬜ Fail
Test 5: Cannot Message Closed	⬜ Pass / ⬜ Fail
Test 6: Staff Views All	⬜ Pass / ⬜ Fail
Test 7: Claim Ticket	⬜ Pass / ⬜ Fail
Test 8: Agent Limit	⬜ Pass / ⬜ Fail
Test 9: Add Internal Note	⬜ Pass / ⬜ Fail
Test 10: Notes Hidden	⬜ Pass / ⬜ Fail
Test 11: Staff Status Change	⬜ Pass / ⬜ Fail
Test 12: Staff Message	⬜ Pass / ⬜ Fail
Test 13: Send DM	⬜ Pass / ⬜ Fail
Test 14: Receive DM	⬜ Pass / ⬜ Fail
Test 15: Mark Read	⬜ Pass / ⬜ Fail
Test 16: Reopen (Admin)	⬜ Pass / ⬜ Fail
Test 17: Agent Cannot Reopen	⬜ Pass / ⬜ Fail
Test 18: Workload View	⬜ Pass / ⬜ Fail
Test 19: Real-time Updates	⬜ Pass / ⬜ Fail
Test 20: Transaction Link	⬜ Pass / ⬜ Fail

Status Transition Reference

From	Allowed To	Who Can
OPEN	IN_PROGRESS, CLOSED	Staff (status), Anyone (close)
IN_PROGRESS	OPEN, RESOLVED, CLOSED	Staff only
RESOLVED	IN_PROGRESS, CLOSED	Staff only
CLOSED	OPEN	Super Admin only (reopen)

Troubleshooting

”Access Denied” when accessing /admin/support

Verify the support agent user has the SUPPORT_AGENT role in user_roles table
Check the staging seed was run correctly (seed-staging.sql)
Clear browser cache and re-login
Verify you’re logging in with the correct email (supportagent@zestamc.com)

“Cannot send message” error

Check if ticket is closed - closed tickets cannot receive messages
Verify you have access to the ticket
Try refreshing the page

”Agent limit reached” error

Agent already has 5 active (non-closed) tickets. To resolve:

Close or resolve some existing tickets
Or reassign to a different agent

Messages not appearing in real-time

Check your internet connection
Try refreshing the page
Real-time may take 1-2 seconds
Check browser console for WebSocket errors

Cannot see internal notes

Internal notes are only visible to support staff, not to the ticket owner. This is expected behavior.

Cannot find “Reopen” button

Reopen is only available for Super Admin users. Regular support agents cannot reopen closed tickets.

DM not received

Check the recipient email is correct
Verify you’re logged in as Super Admin when sending
Check investor’s inbox/notification area

Rate Limits

The support system has rate limits to prevent abuse:

Action	Limit	Window
Create ticket	5	Per hour
Send message	30	Per minute
Send DM	60	Per minute
Mark read	100	Per minute

Getting Started

Testing Guides

​Staging Test: Support Chat & Ticketing

​Overview

​Ticket Status Flow

​Ticket Categories

​Before You Start

​URLs

​Test Accounts

​User Capabilities

​Navigation

​Test Cases

​Test 1: Create Support Ticket

​Test 2: View Ticket List

​Test 3: Send Message in Ticket

​Test 4: Close Ticket (Investor)

​Test 5: Cannot Message Closed Ticket

​Test 6: Staff Views All Tickets

​Test 7: Claim/Assign Ticket

​Test 8: Agent Limit (5 Active Tickets)

​Test 9: Add Internal Note

​Test 10: Verify Notes Hidden from Investor

​Test 11: Staff Changes Status

​Test 12: Staff Sends Message

​Test 13: Super Admin Sends Direct Message

​Test 14: Investor Receives Direct Message

​Test 15: Mark Messages Read

​Test 16: Reopen Closed Ticket (Super Admin Only)

​Test 17: Agent Cannot Reopen Ticket

​Test 18: Agent Workload View (Super Admin)

​Test 19: Real-time Message Updates

​Test 20: Ticket with Transaction Link

​Test Results Summary

​Status Transition Reference

​Troubleshooting

​”Access Denied” when accessing /admin/support

​“Cannot send message” error

​”Agent limit reached” error

​Messages not appearing in real-time

​Cannot see internal notes

​Cannot find “Reopen” button

​DM not received

​Rate Limits

​Next Steps

​Related Documentation

Staging Test: Support Chat & Ticketing

Overview

Ticket Status Flow

Ticket Categories

Before You Start

URLs

Test Accounts

User Capabilities

Navigation

Test Cases

Test 1: Create Support Ticket

Test 2: View Ticket List

Test 3: Send Message in Ticket

Test 4: Close Ticket (Investor)

Test 5: Cannot Message Closed Ticket

Test 6: Staff Views All Tickets

Test 7: Claim/Assign Ticket

Test 8: Agent Limit (5 Active Tickets)

Test 9: Add Internal Note

Test 10: Verify Notes Hidden from Investor

Test 11: Staff Changes Status

Test 12: Staff Sends Message

Test 13: Super Admin Sends Direct Message

Test 14: Investor Receives Direct Message

Test 15: Mark Messages Read

Test 16: Reopen Closed Ticket (Super Admin Only)

Test 17: Agent Cannot Reopen Ticket

Test 18: Agent Workload View (Super Admin)

Test 19: Real-time Message Updates

Test 20: Ticket with Transaction Link

Test Results Summary

Status Transition Reference

Troubleshooting

”Access Denied” when accessing /admin/support

“Cannot send message” error

”Agent limit reached” error

Messages not appearing in real-time

Cannot see internal notes

Cannot find “Reopen” button

DM not received

Rate Limits

Next Steps

Related Documentation