Rotas

O Escalated registra tres grupos de rotas sob o prefixo configurado (padrao: /support).

Rotas do cliente

Metodo	URL	Descricao
GET	/support	Lista de tickets do cliente
GET	/support/create	Formulario de novo ticket
POST	/support	Criar ticket
GET	/support/kb	Pagina inicial da base de conhecimento
GET	/support/kb/{slug}	Artigo da base de conhecimento
POST	/support/kb/{slug}/feedback	Feedback do artigo
GET	/support/{reference}	Detalhe do ticket
POST	/support/{reference}/reply	Responder ao ticket
POST	/support/{reference}/close	Fechar ticket
POST	/support/{reference}/reopen	Reabrir ticket
POST	/support/{reference}/rate	Enviar avaliacao de satisfacao

Rotas do agente

Requer o gate escalated-agent.

Metodo	URL	Descricao
GET	/support/agent	Painel do agente
GET	/support/agent/tickets	Fila de tickets
GET	/support/agent/tickets/{reference}	Detalhe do ticket
POST	/support/agent/tickets/{reference}/reply	Resposta publica
POST	/support/agent/tickets/{reference}/note	Nota interna
POST	/support/agent/tickets/{reference}/assign	Atribuir agente
POST	/support/agent/tickets/{reference}/status	Alterar status
POST	/support/agent/tickets/{reference}/priority	Alterar prioridade
POST	/support/agent/tickets/bulk	Acoes em massa
POST	/support/agent/tickets/{reference}/follow	Alternar seguir
POST	/support/agent/tickets/{reference}/macro	Aplicar macro
POST	/support/agent/tickets/{reference}/presence	Reportar presenca
POST	/support/agent/tickets/{reference}/typing	Reportar status de digitacao
POST	/support/agent/tickets/{reference}/replies/{reply}/pin	Alternar fixacao de nota

Rotas do administrador

Requer o gate escalated-admin. Administradores tem todas as rotas de agente alem das paginas de gerenciamento.

Metodo	URL	Descricao
GET	/support/admin/reports	Painel de analiticos
GET	/support/admin/departments	Gerenciamento de departamentos
GET	/support/admin/sla-policies	Gerenciamento de politicas de SLA
GET	/support/admin/escalation-rules	Construtor de regras de escalonamento
GET	/support/admin/tags	Gerenciamento de tags
GET	/support/admin/canned-responses	Templates de respostas prontas
GET	/support/admin/macros	Gerenciamento de macros
GET	/support/admin/custom-fields	Campos e formularios personalizados
GET	/support/admin/statuses	Status personalizados
GET	/support/admin/business-hours	Cronogramas de horario comercial
GET	/support/admin/roles	Funcoes e permissoes de agentes
GET	/support/admin/audit-log	Trilha de auditoria
GET	/support/admin/skills	Gerenciamento de habilidades
GET	/support/admin/capacity	Controles de capacidade de agentes
GET	/support/admin/automations	Automacoes baseadas em tempo
GET	/support/admin/webhooks	Webhooks de saida
GET	/support/admin/webhooks/{webhook}/deliveries	Log de entregas de webhook
GET	/support/admin/kb-articles	Artigos da base de conhecimento
GET	/support/admin/kb-categories	Categorias da base de conhecimento
GET	/support/admin/reports/dashboard	Painel de relatorios
GET	/support/admin/reports/agents	Relatorio de produtividade de agentes
GET	/support/admin/reports/sla	Relatorio de desempenho de SLA
GET	/support/admin/reports/csat	Relatorio CSAT
GET	/support/admin/settings/csat	Configuracoes de pesquisa CSAT
GET	/support/admin/settings/sso	Configuracoes de SSO
GET	/support/admin/settings/two-factor	Configuracoes de autenticacao de dois fatores
GET	/support/admin/settings/data-retention	Configuracoes de retencao de dados
GET	/support/admin/settings/email	Configuracoes de canal de e-mail
GET	/support/admin/custom-objects	Objetos personalizados
GET	/support/admin/custom-objects/{customObject}/records	Registros de objetos personalizados
GET	/support/admin/tickets/merge-search	Buscar alvos de mesclagem
POST	/support/admin/tickets/{reference}/merge	Mesclar ticket no alvo
GET	/support/admin/tickets/{reference}/links	Listar tickets vinculados
POST	/support/admin/tickets/{reference}/links	Vincular ticket relacionado
DELETE	/support/admin/tickets/{reference}/links/{link}	Desvincular ticket relacionado
GET	/support/admin/tickets/{reference}/side-conversations	Lista de conversas paralelas
POST	/support/admin/tickets/{reference}/side-conversations	Iniciar conversa paralela
POST	/support/admin/tickets/{reference}/side-conversations/{sideConversation}/reply	Responder em conversa paralela
POST	/support/admin/tickets/{reference}/side-conversations/{sideConversation}/close	Fechar conversa paralela
POST	/support/admin/macros	Criar macro
PUT	/support/admin/macros/{macro}	Atualizar macro
DELETE	/support/admin/macros/{macro}	Excluir macro

Rotas de visitante

Nenhuma autenticacao necessaria. Acesso via token unico.

Metodo	URL	Descricao
GET	/support/guest/create	Formulario de ticket de visitante
POST	/support/guest	Criar ticket de visitante
GET	/support/guest/{token}	Visualizar ticket de visitante
POST	/support/guest/{token}/reply	Responder ao ticket de visitante
POST	/support/guest/{token}/rate	Enviar avaliacao de satisfacao