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Customer Database "for Service Desk" (or otherwise)

Description

In order for Service Desk to be useful to an EE customer like us, we need to group Issues together under a Customer abstraction. Having an abstraction for a Customer would provide these features:

  • Customer info:
    • ID
    • Name
    • Description area (to cover a variety of needs such as listing points of contact, account type, or other use-case specific details)
    • Status (could be covered by labels, perhaps)
  • Customer Issues:
    • List of Issues (Open/Closed/All)

Proposal

  • Add Organization (Customer) entity and ability to:
    • GraphQL
      • Create
      • Read
      • Update
      • Delete (and/or change state?)
    • UI
      • Create
      • Read
        • Pagination
      • Update
      • Delete (and/or change state?)
  • Add Contact entity and ability to:
    • GraphQL
      • Create
      • Read
        • Pagination
      • Update
      • "Parent organization" link in create/update
      • Delete (and/or change state?)
    • UI
      • Create
      • Read
      • Update
      • Delete (and/or change state?)
  • Add Contact <-> Issue relationship (table)
    • Expose Contacts against issues
      • GraphQL
      • UI
      • Add system note from Issues::SetCrmContactService
    • Add ability to associate an existing issue with a Contact (thus indirectly associated with an Organization)
      • GraphQL
      • UI
        • Component/widget?
        • Quick action
          • Improve/add autocomplete etc?
    • Add ability to create a new issue with a Contact attached
      • ?
      • UI
  • Add ability to list issues associated with a Contact
    • GraphQL
    • UI
    • Add "token" thingy for issue search bar filter?
  • Add ability to list issues associated with an Organization
    • GraphQL
    • UI
    • Add "token" thingy for issue search bar filter?
  • Rollout feature?
    • Add group setting to toggle CRM on/off
    • Default feature flag to on?
    • Remove feature flag
    • Default CRM on: !108378 (merged)
  • Handle nested groups?
  • Docs
    • First iteration customer relations (crm) docs
    • Add some missing bits (issue search? add contact, add organization etc)
    • Add some records to GDK seed data???
  • Tech debt

One benefit is to be able to pull up all of a customer's issues when they call in.

Another benefit is to have people supporting a customer be able to quickly get up to speed on what is troubling a customer.

Overall this enables a company to provide excellent customer service to them by ensuring their needs are met.

Links / references

Edited by Lee Tickett