A unified ticketing portal and chat for users of every Arcanada product. OAuth via Auth Arcana, automatic ticket routing per product, and tight integration with Munera for engineering escalations. LIVE on support.arcanada.ai — one inbox for the whole ecosystem instead of N siloed support emails.
Capabilities
- Unified ticketing across all Arcanada products
- OAuth via Auth Arcana (no own user table)
- Auto-routing rules configured per product slug
- Munera integration: support tickets auto-spawn engineering tasks
- Telegram + email + web chat channels
- SLA tracking and on-call paging via Ops Bot
- Public knowledge-base linked to each product page
Current autonomy level
L1
Weakest link
Observability status not yet fully audited — runs as L2 with manual deploy oversight; no structured trace of ticket lifecycle yet.
Roadmap to L3
- L3 lift — full observability sweep, classified errors, deploy event POST to Ops Bot.
- L3 polish — pino structured logs into Loki, ticket-lifecycle audit trail, SLA breach circuit breaker.
- Verification gate — 30-day SLA report with 99% on-time first response and zero silent ticket loss.