Complete Support Module Implementation & Refinements

src/features/users/components/UserMetricsBar.tsx

@@ -33,11 +33,11 @@ function MetricCard({ title, value, trend, icon: Icon, iconColor, iconBg }: Metr
             </div>
             <div className="flex flex-col">
                 <span className="text-xs font-semibold text-muted-foreground uppercase tracking-wider">{title}</span>
-                <div className="flex items-center gap-2">
+                <div className="flex flex-col items-start gap-1">
                     <span className="text-2xl font-bold text-foreground">{value}</span>
                     {trend !== undefined && (
                         <div className={cn(
-                            'flex items-center gap-0.5 text-xs font-semibold px-1.5 py-0.5 rounded-full',
+                            'flex items-center gap-0.5 text-[10px] font-semibold px-1.5 py-0.5 rounded-full w-fit',
                             trend >= 0 ? 'bg-emerald-100 text-emerald-700' : 'bg-red-100 text-red-700'
                         )}>
                             {trend >= 0 ? (

src/features/users/components/dialogs/EscalationForm.tsx

@@ -21,20 +21,22 @@ import {
     SelectValue,
 } from '@/components/ui/select';
 import { Checkbox } from '@/components/ui/checkbox';
-import { Loader2, Ticket, Phone, Clock, AlertTriangle } from 'lucide-react';
+import { Loader2, Ticket, Phone, AlertTriangle } from 'lucide-react';
-import { createEscalationTicket } from '@/lib/actions/userActions';
 import { toast } from 'sonner';
 import { cn } from '@/lib/utils';
+import { createEscalation } from '@/lib/actions/support';
+import { SupportTicketPriority, SupportTicketType } from '@/lib/validations/support';
 
 interface EscalationFormProps {
     open: boolean;
     onOpenChange: (open: boolean) => void;
     userId: string;
-    userName?: string; // Optional for display
+    userName?: string;
+    onSuccess?: (ticket: any) => void;
 }
 
-const TICKET_TYPES = ['Refund', 'Payment', 'Account access', 'Fraud', 'Event issue', 'Other'];
+const PRIORITIES = Object.values(SupportTicketPriority);
-const PRIORITIES = ['Low', 'Normal', 'High', 'Urgent'];
+const TICKET_TYPES = Object.values(SupportTicketType);
 
 export function EscalationForm({
     open,
@@ -43,8 +45,10 @@ export function EscalationForm({
     userName
 }: EscalationFormProps) {
     const [isPending, startTransition] = useTransition();
-    const [type, setType] = useState('');
+
-    const [priority, setPriority] = useState('Normal');
+    // Form State
+    const [type, setType] = useState<string>('');
+    const [priority, setPriority] = useState<string>('Normal');
     const [subject, setSubject] = useState('');
     const [description, setDescription] = useState('');
     const [callbackRequired, setCallbackRequired] = useState(false);
@@ -52,30 +56,47 @@ export function EscalationForm({
     const [assigneeId, setAssigneeId] = useState('');
 
     const handleSubmit = () => {
-        if (!type || !subject || !description) {
+        // Basic Client Validation
-            toast.error("Please fill in all required fields");
+        if (!subject || !description || !type) {
+            toast.error("Please fill in all required fields.");
+            return;
+        }
+
+        if (priority === 'Critical' && description.length < 20) {
+            toast.error("Critical tickets require a detailed description (>20 chars).");
+            return;
+        }
+
+        if (callbackRequired && (!callbackPhone || callbackPhone.length < 5)) {
+            toast.error("Phone number required for callback.");
             return;
         }
 
         startTransition(async () => {
-            const result = await createEscalationTicket({
+            const result = await createEscalation({
                 userId,
+                // Cast to specific enums as we're using string state for UI simplicity
                 type: type as any,
                 priority: priority as any,
                 subject,
                 description,
                 callbackRequired,
                 callbackPhone: callbackRequired ? callbackPhone : undefined,
-                assigneeId: assigneeId || undefined,
+                assigneeId: (assigneeId && assigneeId !== 'auto') ? assigneeId : undefined,
-            });
+            }) as any; // Type assertion for mocked return
 
             if (result.success) {
                 toast.success(result.message);
                 onOpenChange(false);
+                // Reset form
                 setSubject('');
                 setDescription('');
+                setCallbackRequired(false);
+                if (onSuccess && result.ticket) {
+                    onSuccess(result.ticket);
+                }
             } else {
-                toast.error(result.message);
+                toast.error(result.message || "Failed to create ticket.");
             }
         });
     };
@@ -84,19 +105,20 @@ export function EscalationForm({
         <Dialog open={open} onOpenChange={onOpenChange}>
             <DialogContent className="sm:max-w-[600px]">
                 <DialogHeader>
-                    <DialogTitle className="flex items-center gap-2">
+                    <DialogTitle className="flex items-center gap-2 text-xl">
                         <Ticket className="h-5 w-5 text-primary" />
                         Create Escalation Ticket
                     </DialogTitle>
                     <DialogDescription>
-                        Raise a new internal support ticket or escalation.
+                        Raise a new internal support ticket or escalation for {userName || 'User'}.
                     </DialogDescription>
                 </DialogHeader>
 
                 <div className="py-4 space-y-5">
+                    {/* Top Row: Type & Priority */}
                     <div className="grid grid-cols-2 gap-4">
                         <div className="space-y-2">
-                            <Label>Category <span className="text-red-500">*</span></Label>
+                            <Label>Issue Type <span className="text-red-500">*</span></Label>
                             <Select value={type} onValueChange={setType}>
                                 <SelectTrigger>
                                     <SelectValue placeholder="Select type..." />
@@ -109,37 +131,46 @@ export function EscalationForm({
                             </Select>
                         </div>
                         <div className="space-y-2">
-                            <Label>Priority <span className="text-red-500">*</span></Label>
+                            <Label>Priority / SLA <span className="text-red-500">*</span></Label>
-                            <Select value={priority} onValueChange={setPriority}>
+                            <div className="flex flex-wrap gap-2 mt-1">
-                                <SelectTrigger className={cn(
+                                {PRIORITIES.map((p) => (
-                                    priority === 'High' ? 'text-orange-600 font-medium' :
+                                    <button
-                                        priority === 'Urgent' ? 'text-red-600 font-bold' : ''
+                                        key={p}
-                                )}>
+                                        onClick={() => setPriority(p)}
-                                    <SelectValue placeholder="Priority" />
+                                        className={cn(
-                                </SelectTrigger>
+                                            "text-xs px-3 py-1.5 rounded-full border transition-all",
-                                <SelectContent>
+                                            priority === p
-                                    {PRIORITIES.map(p => (
+                                                ? p === 'Critical' ? "bg-red-600 text-white border-red-600 font-bold shadow-red-200 shadow-md"
-                                        <SelectItem key={p} value={p} className={
+                                                    : p === 'High' ? "bg-orange-500 text-white border-orange-500 font-medium"
-                                            p === 'High' ? 'text-orange-600' :
+                                                        : p === 'Medium' || p === 'Normal' ? "bg-blue-500 text-white border-blue-500"
-                                                p === 'Urgent' ? 'text-red-600 font-bold' : ''
+                                                            : "bg-slate-800 text-white border-slate-800"
-                                        }>
+                                                : "bg-transparent text-muted-foreground border-border hover:bg-secondary/50"
-                                            {p} {p === 'Urgent' && '🔥'}
+                                        )}
-                                        </SelectItem>
+                                    >
-                                    ))}
+                                        {p === 'Critical' && '🔥 '}
-                                </SelectContent>
+                                        {p}
-                            </Select>
+                                    </button>
+                                ))}
+                            </div>
+                            <p className="text-[10px] text-muted-foreground mt-1">
+                                {priority === 'Critical' ? 'SLA: 1 Hour (Triggers PagerDuty)' :
+                                    priority === 'High' ? 'SLA: 4 Hours' :
+                                        priority === 'Medium' || priority === 'Normal' ? 'SLA: 24 Hours' : 'SLA: 48 Hours'}
+                            </p>
                         </div>
                     </div>
 
+                    {/* Subject */}
                     <div className="space-y-2">
                         <Label>Subject <span className="text-red-500">*</span></Label>
                         <Input
-                            placeholder="Brief summary of the issue..."
+                            placeholder="Brief summary (e.g., Refund Request for Order #123)"
                             value={subject}
                             onChange={(e) => setSubject(e.target.value)}
                         />
                     </div>
 
+                    {/* Description */}
                     <div className="space-y-2">
                         <Label>Description <span className="text-red-500">*</span></Label>
                         <Textarea
@@ -148,8 +179,15 @@ export function EscalationForm({
                             value={description}
                             onChange={(e) => setDescription(e.target.value)}
                         />
+                        {priority === 'Critical' && (
+                            <p className="text-[11px] text-red-500 flex items-center gap-1">
+                                <AlertTriangle className="h-3 w-3" />
+                                Critical tickets require detailed justification ({description.length}/20 chars).
+                            </p>
+                        )}
                     </div>
 
+                    {/* Callback Option */}
                     <div className="bg-secondary/10 p-4 rounded-lg border border-border/50">
                         <div className="flex items-center justify-between mb-4">
                             <div className="flex items-center space-x-2">
@@ -167,7 +205,7 @@ export function EscalationForm({
                         {callbackRequired && (
                             <div className="grid grid-cols-2 gap-4 animate-in slide-in-from-top-2">
                                 <div className="space-y-1.5">
-                                    <Label className="text-xs">Callback Number</Label>
+                                    <Label className="text-xs">Callback Number <span className="text-red-500">*</span></Label>
                                     <Input
                                         placeholder="+1 (555) 000-0000"
                                         className="h-8"
@@ -182,7 +220,7 @@ export function EscalationForm({
                                             <SelectValue placeholder="ASAP" />
                                         </SelectTrigger>
                                         <SelectContent>
-                                            <SelectItem value="asap">ASAP</SelectItem>
+                                            <SelectItem value="asap">ASAP (Urgent)</SelectItem>
                                             <SelectItem value="morning">Morning (9am - 12pm)</SelectItem>
                                             <SelectItem value="afternoon">Afternoon (1pm - 5pm)</SelectItem>
                                         </SelectContent>
@@ -192,17 +230,19 @@ export function EscalationForm({
                         )}
                     </div>
 
+                    {/* Assignee */}
                     <div className="space-y-2">
                         <Label>Assign To (Optional)</Label>
                         <Select value={assigneeId} onValueChange={setAssigneeId}>
                             <SelectTrigger>
-                                <SelectValue placeholder="Auto-assign" />
+                                <SelectValue placeholder="Auto-route based on rules" />
                             </SelectTrigger>
                             <SelectContent>
-                                <SelectItem value="">Auto-assign (Roost)</SelectItem>
+                                <SelectItem value="auto">Auto-route (Default)</SelectItem>
-                                <SelectItem value="tier2">Tier 2 Support</SelectItem>
                                 <SelectItem value="finance">Finance Team</SelectItem>
-                                <SelectItem value="fraud">Fraud & Risk</SelectItem>
+                                <SelectItem value="tier2">Tier 2 Support</SelectItem>
+                                <SelectItem value="fraud">Fraud & Risk Team</SelectItem>
+                                <SelectItem value="tech">Engineering / Tech</SelectItem>
                             </SelectContent>
                         </Select>
                     </div>
@@ -210,9 +250,13 @@ export function EscalationForm({
 
                 <DialogFooter>
                     <Button variant="outline" onClick={() => onOpenChange(false)}>Cancel</Button>
-                    <Button onClick={handleSubmit} disabled={isPending}>
+                    <Button
+                        onClick={handleSubmit}
+                        disabled={isPending}
+                        className={priority === 'Critical' ? "bg-red-600 hover:bg-red-700" : ""}
+                    >
                         {isPending && <Loader2 className="mr-2 h-4 w-4 animate-spin" />}
-                        Create Ticket
+                        {priority === 'Critical' ? 'Escalate Immediately' : 'Create Ticket'}
                     </Button>
                 </DialogFooter>
             </DialogContent>

src/features/users/components/tabs/SupportTab.tsx

@@ -1,10 +1,9 @@
 'use client';
 
-import { useTransition, useState } from 'react';
+import { useState } from 'react';
 import type { User } from '@/lib/types/user';
 import { Button } from '@/components/ui/button';
-import { Input } from '@/components/ui/input';
+import { Badge } from '@/components/ui/badge';
-import { Label } from '@/components/ui/label';
 import { EscalationForm } from '../dialogs/EscalationForm';
 import {
     MessageSquare,
@@ -12,58 +11,175 @@ import {
     Plus,
     UserCircle2,
     Headphones,
-    Loader2
+    Loader2,
+    Phone,
+    AlertTriangle,
+    Shield,
 } from 'lucide-react';
 import { toast } from 'sonner';
+import { cn } from '@/lib/utils';
+import { formatDistanceToNow } from 'date-fns';
 
 interface SupportTabProps {
     user: User;
 }
 
+// Mock Data for demonstration matching the "Ticket List" requirements
+const MOCK_TICKETS = [
+    {
+        id: 'tkt-001',
+        type: 'Refund',
+        subject: 'Refund requested for "Tech Summit"',
+        priority: 'High',
+        status: 'Open',
+        callbackRequired: true,
+        createdAt: new Date(Date.now() - 1000 * 60 * 60 * 2).toISOString(), // 2 hours ago
+        author: 'User',
+    },
+    {
+        id: 'tkt-002',
+        type: 'Technical',
+        subject: 'Login issue on mobile app',
+        priority: 'Normal',
+        status: 'Resolved',
+        callbackRequired: false,
+        createdAt: new Date(Date.now() - 1000 * 60 * 60 * 24 * 3).toISOString(), // 3 days ago
+        author: 'User',
+    },
+    {
+        id: 'fraud-001',
+        type: 'Fraud Alert',
+        subject: 'Suspicious login attempt detected',
+        priority: 'Critical',
+        status: 'Closed',
+        callbackRequired: false,
+        createdAt: new Date(Date.now() - 1000 * 60 * 60 * 24 * 5).toISOString(), // 5 days ago
+        author: 'System',
+    }
+];
+
 export function SupportTab({ user }: SupportTabProps) {
     const [createDialogOpen, setCreateDialogOpen] = useState(false);
+    const [tickets, setTickets] = useState(MOCK_TICKETS);
 
-    // Filter state could go here in future
+    const getPriorityColor = (priority: string) => {
-    // const [filter, setFilter] = useState('all');
+        switch (priority) {
+            case 'Critical': return 'bg-red-100 text-red-700 border-red-200';
+            case 'High': return 'bg-orange-100 text-orange-700 border-orange-200';
+            case 'Normal': return 'bg-blue-50 text-blue-700 border-blue-200';
+            default: return 'bg-slate-100 text-slate-600 border-slate-200';
+        }
+    };
+
+    const getTypeBadge = (type: string) => {
+        switch (type) {
+            case 'Refund': return <Badge variant="outline" className="text-xs bg-emerald-50 text-emerald-700 border-emerald-200">Refund</Badge>;
+            case 'Technical': return <Badge variant="outline" className="text-xs bg-indigo-50 text-indigo-700 border-indigo-200">Tech</Badge>;
+            case 'Fraud Alert': return <Badge variant="outline" className="text-xs bg-red-50 text-red-700 border-red-200">Fraud</Badge>;
+            default: return <Badge variant="outline" className="text-xs">{type}</Badge>;
+        }
+    };
+
+    const handleTicketCreated = (newTicket: any) => {
+        setTickets([newTicket, ...tickets]);
+    };
+
+    const handleViewAllHistory = () => {
+        // In a real app, this might navigate to a dedicated page or load more items.
+        // For this mock, we'll simulate loading more history.
+        toast.info("Loading full ticket history...", {
+            duration: 1500,
+        });
+
+        // Simulate expanded view (optional enhancement)
+        // setLimit(50); 
+    };
 
     return (
-        <div className="space-y-4">
+        <div className="space-y-6">
             <div className="flex items-center justify-between">
-                <h3 className="text-sm font-semibold">Communication Timeline</h3>
+                <div>
+                    <h3 className="text-base font-semibold">Support & Escalations</h3>
+                    <p className="text-xs text-muted-foreground">Manage tickets and communication history.</p>
+                </div>
+                <div className="flex gap-2">
+                    <Button variant="outline" size="sm" onClick={handleViewAllHistory}>View All History</Button>
+                    <Button size="sm" onClick={() => setCreateDialogOpen(true)}>
+                        <Plus className="mr-2 h-3.5 w-3.5" />
+                        Create Escalation
+                    </Button>
+                </div>
 
                 <EscalationForm
                     userId={user.id}
                     userName={user.name}
                     open={createDialogOpen}
                     onOpenChange={setCreateDialogOpen}
+                    onSuccess={handleTicketCreated}
                 />
             </div>
 
-            {/* Timeline Stream */}
+            {/* Ticket List / Timeline */}
-            <div className="relative pl-4 border-l-2 border-border/50 space-y-6">
+            <div className="space-y-4">
-                {[
+                {tickets.length > 0 ? (
-                    { id: 1, type: 'ticket', title: 'Refund requested for "Tech Summit"', status: 'Open', date: '2 hours ago', icon: Headphones, color: 'text-blue-600 bg-blue-50' },
+                    <div className="grid gap-3">
-                    { id: 2, type: 'email', title: 'Sent: "Your tickets are ready!"', status: 'Delivered', date: 'Yesterday', icon: Mail, color: 'text-slate-600 bg-slate-50' },
+                        {tickets.map((ticket) => (
-                    { id: 3, type: 'ticket', title: 'Login issue reported', status: 'Resolved', date: '3 days ago', icon: MessageSquare, color: 'text-emerald-600 bg-emerald-50' },
+                            <div
-                ].map((item) => (
+                                key={ticket.id}
-                    <div key={item.id} className="relative">
+                                className="group flex items-center justify-between p-4 rounded-lg border bg-card hover:bg-secondary/5 transition-colors cursor-pointer"
-                        <div className={`absolute -left-[25px] top-0 h-8 w-8 rounded-full border-2 border-background flex items-center justify-center ${item.color}`}>
+                            >
-                            <item.icon className="h-4 w-4" />
+                                <div className="flex items-start gap-4">
-                        </div>
+                                    <div className={cn(
-                        <div className="bg-card border rounded-lg p-3 shadow-sm hover:shadow-md transition-shadow">
+                                        "mt-1 p-2 rounded-full",
-                            <div className="flex justify-between items-start">
+                                        ticket.priority === 'Critical' ? "bg-red-100 text-red-600" :
-                                <h4 className="text-sm font-medium">{item.title}</h4>
+                                            ticket.type === 'Refund' ? "bg-emerald-100 text-emerald-600" : "bg-slate-100 text-slate-600"
-                                <span className="text-xs text-muted-foreground whitespace-nowrap">{item.date}</span>
+                                    )}>
+                                        {ticket.priority === 'Critical' ? <AlertTriangle className="h-4 w-4" /> :
+                                            ticket.type === 'Fraud Alert' ? <Shield className="h-4 w-4" /> :
+                                                <Headphones className="h-4 w-4" />}
+                                    </div>
+                                    <div>
+                                        <div className="flex items-center gap-2">
+                                            <span className="font-medium text-sm text-foreground">{ticket.subject}</span>
+                                            <span className="text-xs text-muted-foreground font-mono">#{ticket.id}</span>
+                                        </div>
+                                        <div className="flex items-center gap-2 mt-1.5">
+                                            {getTypeBadge(ticket.type)}
+                                            <Badge variant="outline" className={cn("text-[10px] px-2 py-0", getPriorityColor(ticket.priority))}>
+                                                {ticket.priority}
+                                            </Badge>
+                                            <span className="text-xs text-muted-foreground">• {ticket.status}</span>
+                                            <span className="text-xs text-muted-foreground">• {formatDistanceToNow(new Date(ticket.createdAt), { addSuffix: true })}</span>
+                                        </div>
+                                    </div>
+                                </div>
+
+                                <div className="flex items-center gap-4">
+                                    {ticket.callbackRequired && (
+                                        <div className="flex items-center gap-1.5 text-orange-600 bg-orange-50 px-2 py-1 rounded-md border border-orange-100">
+                                            <Phone className="h-3 w-3" />
+                                            <span className="text-[10px] font-medium">Callback Requested</span>
+                                        </div>
+                                    )}
+                                    <Button variant="ghost" size="sm" className="hidden group-hover:flex">
+                                        View Details
+                                    </Button>
+                                </div>
                             </div>
-                            <div className="mt-1 flex items-center gap-2">
+                        ))}
-                                <span className="text-xs font-medium px-2 py-0.5 rounded-full bg-secondary/50 text-secondary-foreground">
-                                    {item.type === 'ticket' ? 'Ticket #1234' : 'Email System'}
-                                </span>
-                                <span className="text-xs text-muted-foreground">• {item.status}</span>
-                            </div>
-                        </div>
                     </div>
-                ))}
+                ) : (
+                    // Empty State
+                    <div className="text-center py-12 border-2 border-dashed rounded-lg bg-secondary/5">
+                        <div className="mx-auto w-12 h-12 bg-secondary/20 rounded-full flex items-center justify-center mb-3">
+                            <Headphones className="h-6 w-6 text-muted-foreground" />
+                        </div>
+                        <h3 className="text-sm font-semibold">No active escalations</h3>
+                        <p className="text-xs text-muted-foreground mt-1 max-w-[200px] mx-auto">
+                            User is happy! There are no open tickets or escalations for this account.
+                        </p>
+                    </div>
+                )}
             </div>
         </div>
     );

src/lib/actions/support.ts

@@ -0,0 +1,80 @@
+
+import { z } from 'zod';
+import { createEscalationSchema } from '@/lib/validations/support';
+import { logAdminAction } from '@/lib/audit-logger';
+
+// Mock DB or Queue
+const MOCK_TICKET_DB: any[] = [];
+
+/**
+ * Creates a support escalation ticket.
+ * Simulates server-side logic including SLA routing and notifications.
+ */
+export async function createEscalation(data: z.infer<typeof createEscalationSchema>) {
+    try {
+        // 1. Validation
+        const validated = createEscalationSchema.safeParse(data);
+        if (!validated.success) {
+            return {
+                success: false,
+                message: "Validation failed: " + validated.error.errors.map(e => e.message).join(', ')
+            };
+        }
+
+        const input = validated.data;
+
+        // 2. Simulate Server Processing Delay
+        await new Promise(resolve => setTimeout(resolve, 800));
+
+        // 3. Auto-Routing Logic
+        let routedTo = input.assigneeId || 'support-general';
+        if (input.priority === 'Critical') {
+            // Logic: Critical tickets trigger PagerDuty/Slack
+            console.log(`[SERVER_ACT] 🚨 CRITICAL TICKET - Alerting #urgent-support webhook...`);
+            routedTo = 'incident-response-team';
+        } else if (input.type === 'Fraud Alert') {
+            routedTo = 'fraud-team';
+        }
+
+        // 4. Create Ticket Record
+        const ticketId = `tkt-${Math.floor(Math.random() * 10000)}`;
+        const newTicket = {
+            id: ticketId,
+            ...input,
+            status: 'Open',
+            assignedTo: routedTo,
+            createdAt: new Date().toISOString(),
+        };
+        MOCK_TICKET_DB.push(newTicket);
+
+        // 5. Handle Callback Queue
+        if (input.callbackRequired) {
+            console.log(`[SERVER_ACT] 📞 Adding ticket ${ticketId} to Callback Queue (Phone: ${input.callbackPhone})`);
+        }
+
+        // 6. Audit Logging
+        await logAdminAction({
+            actorId: 'current-admin-id', // In real app, get from session
+            action: 'escalation_created',
+            targetId: input.userId,
+            details: {
+                ticketId,
+                priority: input.priority,
+                type: input.type,
+                routedTo
+            }
+        });
+
+        return {
+            success: true,
+            message: input.priority === 'Critical'
+                ? "Critical Escalation Created & Alert Sent!"
+                : "Escalation ticket created successfully.",
+            ticket: { ...newTicket, author: 'Admin' }
+        };
+
+    } catch (error) {
+        console.error("createEscalation error:", error);
+        return { success: false, message: "Failed to create escalation." };
+    }
+}

src/lib/validations/support.ts

@@ -0,0 +1,67 @@
+import { z } from 'zod';
+
+export const SupportTicketType = {
+    REFUND: 'Refund',
+    PAYMENT_FAILURE: 'Payment Failure',
+    ACCOUNT_ACCESS: 'Account access',
+    FRAUD_ALERT: 'Fraud Alert',
+    EVENT_ISSUE: 'Event issue',
+    OTHER: 'Other',
+} as const;
+
+export const SupportTicketPriority = {
+    LOW: 'Low',
+    MEDIUM: 'Medium',
+    HIGH: 'High',
+    CRITICAL: 'Critical',
+} as const;
+
+export const SupportTicketStatus = {
+    OPEN: 'Open',
+    IN_PROGRESS: 'In Progress',
+    RESOLVED: 'Resolved',
+    CLOSED: 'Closed',
+} as const;
+
+
+export const createEscalationSchema = z.object({
+    userId: z.string().min(1, "User ID is required"),
+    type: z.enum([
+        SupportTicketType.REFUND,
+        SupportTicketType.PAYMENT_FAILURE,
+        SupportTicketType.ACCOUNT_ACCESS,
+        SupportTicketType.FRAUD_ALERT,
+        SupportTicketType.EVENT_ISSUE,
+        SupportTicketType.OTHER
+    ]),
+    priority: z.enum([
+        SupportTicketPriority.LOW,
+        SupportTicketPriority.MEDIUM,
+        SupportTicketPriority.HIGH,
+        SupportTicketPriority.CRITICAL
+    ]),
+    subject: z.string().min(5, "Subject must be at least 5 characters"),
+    description: z.string().min(10, "Description must be at least 10 characters"),
+    callbackRequired: z.boolean().default(false),
+    callbackPhone: z.string().optional(),
+    callbackTime: z.string().optional(),
+    assigneeId: z.string().optional(),
+}).refine((data) => {
+    if (data.priority === SupportTicketPriority.CRITICAL && data.description.length < 20) {
+        return false;
+    }
+    return true;
+}, {
+    message: "Critical priority tickets require a description of at least 20 characters.",
+    path: ["description"],
+}).refine((data) => {
+    if (data.callbackRequired && (!data.callbackPhone || data.callbackPhone.length < 5)) {
+        return false;
+    }
+    return true;
+}, {
+    message: "Phone number is required when callback is requested.",
+    path: ["callbackPhone"],
+});
+
+export type CreateEscalationInput = z.infer<typeof createEscalationSchema>;