Feature #9380
open[WRONG PROJECT - IGNORE] Real-time Ticket Chat
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Description
1. Implemented a real-time bidirectional chat system inside support tickets using Socket.IO. Customers and agents can exchange messages instantly without page refresh, with full support for file attachments (images/documents) within the chat window.
2. Built a live session queue management system — when a customer initiates a live chat, their ticket enters a waiting queue. The system tracks queue position, assigns an available agent automatically (prioritizing SiteWorker/SiteManager from the project assigned team), and transitions the session through states: waiting → connected → ended.
3. Added complete session history and transcript storage on each ticket. Every live session records the agent involved, message count, start/end timestamps, who ended the session (customer or agent), and a full message transcript — ensuring a permanent audit trail even after the chat ends.
4. Integrated bidirectional push notifications (FCM) so both the customer (mobile) and the agent (browser) receive real-time alerts — when a new ticket is raised, when an agent joins, when a message is sent, and when a session ends. Notifications are also emitted via Socket.IO for instant in-app delivery.
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