Technical reference. For task-based help, see the corresponding user guide.

Documentation status: reviewed against implementation · Reviewed: 2026-07-21 · Primary users: family and coach (tickets: coach only) · Surfaces: mobile web, coach portal and platform API

Support is a set of deliberately different channels: published self-service FAQs, one-way product feedback, public login help, configured email contact, and a threaded support-ticket inbox for coaches. The UI must not imply that every channel has the same reply or role coverage.

1. GET /support/faqs?audience=family|coach returns published entries applicable to the requested audience (including both), in configured display order.
2. The platform requires authentication. Families may request the family audience; coaches may request coach or family guidance; super-admin can request either.
3. Mobile presents an accordion with loading, error and no-published-FAQ states.
4. The coach portal requests coach FAQs, supports text search and topic filtering, initially shows five matches, and offers Show all/Show fewer.
5. FAQ content is read-only in the coach portal.

1. Family route: POST /app-feedback; coach route: POST /coach/app-feedback.
2. The user selects General, Bug, Feature or Content, then enters 5–2,000 characters.
3. Device platform and application version are attached when available to improve triage.
4. You may contact me controls whether support may use the account email to follow up.
5. Success replaces the form with a receipt state; failure preserves a retryable form.

Feedback is a one-way product input. The submitter does not receive a thread, status timeline or in-app support reply. A user who needs a conversation should use the available contact or ticket channel.

1. After repeated sign-in failure, the login screen can submit POST /auth/login-support without an authenticated session.
2. The request requires a valid email and 5–2,000 characters of detail and can include attempt/device/app context.
3. The endpoint is rate-limited and returns a neutral receipt so it does not disclose whether an account exists.
4. Login help is operational recovery, not an alternate authentication mechanism.

Mobile support opens a mailto: link to VITE_SUPPORT_EMAIL or the product fallback address, with a role-appropriate subject. If the device has no mail client, the operating system/browser controls the failure state; no ticket is silently created.

1. Canonical URL: https://userguides.littlesbabytracker.com.
2. The coach portal uses an HTTPS anchor with target=“_blank” and rel=“noopener noreferrer”, preserving the current portal session in its existing tab.
3. Family and coach mobile Support screens call openExternalUrl, which sends external.open through the native bridge. The wrapper delegates to the operating system with React Native Linking.openURL, so the guide is not loaded inside the app WebView.
4. Browser-only mobile development falls back to window.open(…, “_blank”, “noopener,noreferrer”).
5. A false external-open result leaves the Support screen available and shows an inline retryable error.
6. The guides are public; no application access token, DokuWiki credential or session value is appended to the URL.

1. A coach creates a ticket with category general, account, billing, technical or clientAccess.
2. Subject is 3–140 characters and the first message is 1–4,000 characters.
3. The portal lists/searches tickets and offers Active, All and Resolved views plus open/in-progress/resolved summaries.
4. Statuses are open, inProgress, done and archived.

1. Selecting a ticket loads the non-internal chronological thread and marks support-authored messages seen.
2. Unread counts include only non-internal support messages newer than the coach's coachLastSeenAt.
3. A coach can reply to open, in-progress or done tickets. Replying to done reopens it as open and clears resolvedAt.
4. An owner/support reply to done changes it to inProgress.
5. Archived tickets cannot receive another message.
6. Configured transactional email may notify internal support on coach activity and the coach on support replies; email delivery is operationally best-effort.

• Ticket list/read/reply is limited to the coach who created the ticket; owner/support APIs require super-admin.
• Internal support messages are filtered from the coach presenter and do not inflate coach unread counts.
• Although the shared ticket model contains a sourceRole capable of representing family, there is currently no family ticket route or UI. Families use feedback, FAQs, login help or contact email.
• Contact consent is stored with feedback and must be honored before follow-up using the account email.
• Login-help responses are deliberately non-enumerating and rate limited.

Do not advertise support tickets to family users yet. A broad domain type is not a user-facing capability; the implemented ticket routes enforce a coach actor and ownership of the thread.

1. [ ] FAQ audience and published-state filters are enforced server-side.
2. [ ] Search/topic/show-more states work without changing FAQ authorization.
3. [ ] Feedback enforces category, 5–2,000 characters and contact consent.
4. [ ] Login help is rate-limited, neutral and usable while signed out.
5. [ ] Ticket validation, filters, unread watermark and status summaries agree with API data.
6. [ ] Replying to done reopens; archived reply is rejected.
7. [ ] Coach sees only their tickets and no internal support message.
8. [ ] Family UI makes no ticket-thread promise.
9. [ ] Admin opens User guides in a new tab; family and coach mobile use the native external-browser bridge.
10. [ ] User-guide URLs contain no application credential or account context.

• Mobile web: mobile-web/src/routes/SupportScreen.tsx, mobile-web/src/routes/AppFeedbackScreen.tsx, mobile-web/src/api/login-support-email.ts, mobile-web/src/App.tsx
• Coach portal: admin-web/src/routes/SupportPanel.tsx, admin-web/src/routes/SupportTicketsPanel.tsx, admin-web/src/routes/FAQsContent.tsx
• Platform: platform/packages/shared/src/support-faqs.ts, support-tickets.ts, app-feedback.ts, platform/apps/api/src/routes/support-faq-routes.ts, platform/apps/api/src/routes/auth-routes.ts, platform/apps/api/src/routes/coach-routes.ts, platform/apps/api/src/services/support-ticket-service.ts

• 01 — Account access, onboarding and sign-in
• 27 — Announcements and notification banners
• 29 — Getting-started guides