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Escalated Go

Embeddable support ticket system for Go applications. Works with standard net/http, Chi, and any router that accepts http.HandlerFunc.

Features

• Tickets with statuses, priorities, types, and SLA tracking
• Replies (public, internal notes, system messages)
• Departments and tags
• SLA policies with per-priority response/resolution targets
• Agent dashboard and admin configuration
• Inertia.js UI or headless JSON API mode
• PostgreSQL and SQLite support
• Framework-agnostic HTTP handlers
• Embedded SQL migrations

Additional Features

• Ticket splitting — Split a reply into a new standalone ticket while preserving the original context
• Ticket snooze — Snooze tickets with presets (1h, 4h, tomorrow, next week); a background goroutine scheduler auto-wakes them on schedule
• Saved views / custom queues — Save, name, and share filter presets as reusable ticket views
• Embeddable support widget — Lightweight <script> widget with KB search, ticket form, and status check
• Email threading — Outbound emails include proper In-Reply-To and References headers for correct threading in mail clients
• Branded email templates — Configurable logo, primary color, and footer text for all outbound emails
• Real-time updates — Server-Sent Events (SSE) endpoint for live ticket updates with automatic polling fallback
• Knowledge base toggle — Enable or disable the public knowledge base from admin settings

Installation

go get github.com/escalated-dev/escalated-go

Quick Start with Chi

package main

import (
    "database/sql"
    "log"
    "net/http"

    "github.com/go-chi/chi/v5"
    _ "github.com/lib/pq"

    escalated "github.com/escalated-dev/escalated-go"
    "github.com/escalated-dev/escalated-go/migrations"
    "github.com/escalated-dev/escalated-go/router"
)

func main() {
    db, err := sql.Open("postgres", "postgres://localhost/myapp?sslmode=disable")
    if err != nil {
        log.Fatal(err)
    }

    // Run migrations
    if err := migrations.Migrate(db, "escalated_"); err != nil {
        log.Fatal(err)
    }

    // Configure
    cfg := escalated.DefaultConfig()
    cfg.DB = db
    cfg.RoutePrefix = "/support"
    cfg.AdminCheck = func(r *http.Request) bool {
        // Your admin check logic
        return r.Header.Get("X-Admin") == "true"
    }
    cfg.AgentCheck = func(r *http.Request) bool {
        // Your agent check logic
        return r.Header.Get("X-Agent") == "true"
    }
    cfg.UserIDFunc = func(r *http.Request) int64 {
        // Extract user ID from session/JWT/etc.
        return 0
    }

    esc, err := escalated.New(cfg)
    if err != nil {
        log.Fatal(err)
    }

    // Mount routes
    r := chi.NewRouter()
    router.MountChi(r, esc)

    log.Println("Listening on :8080")
    http.ListenAndServe(":8080", r)
}

Quick Start with Standard Library

package main

import (
    "database/sql"
    "log"
    "net/http"

    _ "github.com/mattn/go-sqlite3"

    escalated "github.com/escalated-dev/escalated-go"
    "github.com/escalated-dev/escalated-go/migrations"
    "github.com/escalated-dev/escalated-go/router"
)

func main() {
    db, err := sql.Open("sqlite3", "escalated.db")
    if err != nil {
        log.Fatal(err)
    }

    // Run SQLite migrations
    if err := migrations.MigrateSQLite(db, "escalated_"); err != nil {
        log.Fatal(err)
    }

    // Configure (headless API mode)
    cfg := escalated.DefaultConfig()
    cfg.DB = db
    cfg.UIEnabled = false

    esc, err := escalated.NewSQLite(cfg)
    if err != nil {
        log.Fatal(err)
    }

    // Mount on stdlib mux (Go 1.22+)
    mux := http.NewServeMux()
    router.MountStdlib(mux, esc)

    log.Println("Listening on :8080")
    http.ListenAndServe(":8080", mux)
}

Configuration

Field	Type	Default	Description
RoutePrefix	string	/escalated	URL prefix for all routes
UIEnabled	bool	true	Mount Inertia UI routes; false for JSON API only
TablePrefix	string	escalated_	Database table name prefix
AdminCheck	func(*http.Request) bool	false	Returns true for admin users
AgentCheck	func(*http.Request) bool	false	Returns true for agent users
UserIDFunc	func(*http.Request) int64	0	Extracts current user's ID from request
DB	*sql.DB	required	Database connection

API Routes

All routes are prefixed with RoutePrefix (default /escalated).

JSON API (always mounted)

Method	Path	Description
GET	/api/tickets	List tickets (with filters)
POST	/api/tickets	Create a ticket
GET	/api/tickets/{id}	Get ticket with replies and activities
PATCH	/api/tickets/{id}	Update a ticket
POST	/api/tickets/{id}/replies	Add a reply
GET	/api/departments	List departments
GET	/api/tags	List tags

Customer UI (when UIEnabled: true)

Method	Path	Description
GET	/tickets	My tickets
POST	/tickets	Submit a ticket
GET	/tickets/{id}	View ticket
POST	/tickets/{id}/replies	Reply to ticket

Agent UI (requires AgentCheck)

Method	Path	Description
GET	/agent/	Agent dashboard
GET	/agent/tickets	Ticket queue
GET	/agent/tickets/{id}	Ticket detail
POST	/agent/tickets/{id}/assign	Assign ticket
POST	/agent/tickets/{id}/replies	Reply / internal note
POST	/agent/tickets/{id}/status	Change status

Admin UI (requires AdminCheck)

Method	Path	Description
GET/POST/PATCH/DELETE	/admin/departments	Manage departments
GET/POST/DELETE	/admin/tags	Manage tags
GET/POST/DELETE	/admin/sla-policies	Manage SLA policies

Custom Store

Implement the store.Store interface to use a different database:

esc, _ := escalated.New(cfg)
esc.Store = myCustomStore // satisfies store.Store interface

Ticket Statuses

Value	Name
0	open
1	in_progress
2	waiting_on_customer
3	waiting_on_agent
4	escalated
5	resolved
6	closed
7	reopened

Priorities

Value	Name
0	low
1	medium
2	high
3	urgent
4	critical

License

MIT