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Support tickets

Purpose

Inbound customer support is mail in, a GitHub ticket, and a client-visible Deck copy. GitHub holds support tickets only. Design, project, and other client work lives on Nextcloud client Deck boards and is not filed as GitHub issues.

Audience

Support lead (screening), Team Manager, and anyone assigned MD-n tickets. Clients are not invited to GitHub.

Access / URL

Surface URL / address
Inbox support@mindfuldesign.me
GitHub board Mindful Support
Ticket IDs MD-{GitHub issue number} (issue 42 → MD-42)
Repo MindfulSupport

Related mailboxes (not the GitHub pipeline):

Inbox Role Action
support@mindfuldesign.me Support lead Target reply within 12 hours (24 max). Every real request becomes a GitHub issue. The mail watcher may already have created the ticket and sent an ack.
alerts@mindfuldesign.me Support lead (Website manager over time) Vulnerabilities and monitoring. Create tasks. Fix exploitable issues immediately.
admin@mindfuldesign.me Support lead Forward to the right person with a short explanation.

How it works

support@  →  Make mailhook  →  GitHub Action  →  GitHub issue (MD-n)
                                                      │
                                                      ├─ team status & private notes stay on GitHub
                                                      └─ one-way copy → Deck card (client comments)
  1. Mail arrives at support@mindfuldesign.me.
  2. Hostinger forwards a copy to a Make mailhook (mailbox keeps a copy).
  3. Make POSTs repository_dispatch support-mail to MindfulSupport.
  4. The Watch support mail Action reads unread IMAP and creates or updates issues on the Mindful Support project.
  5. New Customer Support mail can receive an automatic HTML ack from support@ with MD-n. Newly classified inbound (including ignored mail) also posts a summary into the MindfulAssistant Talk room.
Place Role
support@ Inbound mail, attachments, customer replies. Watcher creates/updates issues.
GitHub issue + Project Title, description, Status, Client, Priority, assignee, people:* labels, private team comments.
Deck (support copy) Visible copy for the matching client board. Comment only for clients. Sync resets title, description, and column from GitHub if those fields are edited on Deck.

MX is not pointed at Make. A 6-hour cron is a backup if Make misses a ping. Actions → Watch support mail → Run workflow checks mail immediately.

GitHub vs Nextcloud boards

Work type Where it lives
Support tickets GitHub Mindful Support project (SoR). One-way Deck copy for client comments.
Other client work Nextcloud client Deck boards. Not GitHub. No MD-n.

Do not file non-support work as a GitHub issue to get it onto Deck. Do not duplicate a Deck-board job as a GitHub ticket.

Support Deck boards (by Client field)

Client field on GitHub Deck board Who may comment on Deck
Jamyang, SWL, CCC 106 Support | Jamyang Jamyang contacts (they also see SWL and CCC cards)
EdMa, Formations, Études 107 Support | EdMa EdMa contacts
Rigpa 108 Support | Rigpa Rigpa contacts
Everything else 104 Support | MD Internal only — not shared with clients

Design and other non-support work (for example board 105) stays on Nextcloud. Not synced, no MD-n.

Open the card from the Project Deck URL field to see client comments.

Day-to-day procedures

Screen inbound

The Support lead (currently Pep) screens new mail. Tickets stay Inbound until a people:* label is added and Status moves to Assigned. The assignee moves the card to In Progress when work starts. Sync does not assign Nextcloud users.

Keep GitHub assignee (notifications) aligned with people:* (what Deck shows). Staff without GitHub remain people:Name labels if the ticket should stay visible to developers.

Create and work a ticket

Use the Support task issue template in MindfulSupport unless the change is a Mindful plugin — then file the issue in that plugin repo and add it to this Project.

Include: original email text, screenshots, a checklist, P1 / P2 / P3, due date, Client, and Action needed on new inbound. @comment the assignee.

Typical columns: Inbound → Assigned → In Progress → Review / Complete (close). Saved views: clients, MD, Plugins, P1 / P2 / P3.

  • MD view = Client is Mindful Design, or Product is set (plugin work on any site).
  • Jamyang view includes SWL and CCC. EdMa view includes Formations and Études. Rigpa view is Client Rigpa.

Priority

Priority Meaning Target When done
P1 Business-critical 24 hours Review and @comment a manager
P2 Impacts the customer, not critical 7 days Review
P3 Not critical 14 days (up to ~30) Complete (close)

Comments and files

Kind Where
Team-only notes GitHub issue comments (not copied to Deck)
Client comments Deck only (not copied to GitHub)
Files / extra detail from clients Email support@ with MD-n in the subject so it attaches to the same issue
Follow-up email from the studio Admin only (draft → explicit OK → send). Subject includes [MD-123]. Recorded as a GitHub comment after send

If a client attaches a file on Deck, GitHub will not see it — they must email support@.

Sync timing

  • Live: new/edited GitHub issues copy that card to the matching board and remove it from the others.
  • Weekday mornings: full sync ~08:00 IST (02:30 UTC).
  • Manual: Actions → Sync Deck → Run workflow (maintainers).
  • Project field-only changes (Status / Client) may wait for the next issue event or morning sync unless the optional webhook is running.

people:* tags copy from GitHub labels. Cards are not assigned to Nextcloud users by sync.

Sources of truth

Data System
Support ticket status, description, priority, private notes GitHub
Client comments on a support ticket Deck (support boards)
Attachments that must be kept Email to support@ → GitHub issue
Non-support client work Nextcloud client Deck boards

Gotchas

Do Don’t
Update status, due, priority, description on GitHub Edit those fields on Deck and expect them to stick
Invite clients to the correct Deck board only Invite clients to the GitHub org or Project
Put files through support@ Rely on Deck attachments as the record
Use MD-n in email subjects Open a second issue for the same thread
Keep non-support work on Nextcloud boards Duplicate the same job on GitHub and a client Deck board

Do not drag GitHub-synced cards into design-only columns — sync will move them back. Mailhook, PAT, and IMAP details stay with maintainers, not in this document.