Fluent support

Yes, “new ticket defaults to email” is a very good next improvement.

Right now FluentSupport seems to allow creating a ticket, but when the agent starts it manually, the flow is not as smooth as a normal email-based support workflow. The next improvements I would prioritize are:

1. 1. Default “new ticket” channel/type to Email

Goal:

When an agent clicks Create Ticket, the form should already behave as an email ticket.

Ideally:

```text
Ticket source/channel: Email
Customer: required
Subject: required
Message: required
Email sending: enabled by default
```

This avoids the situation where a ticket is created internally but the customer does not receive an email unless something is updated later.

This can probably be done in our plugin in one of two ways:

1. Option A — JavaScript UI default

Our plugin watches the FluentSupport create-ticket screen and automatically selects the email-related option.

This is usually easier and safer if FluentSupport does not expose a proper PHP filter.

1. Option B — Server-side safety hook

Even better: when a ticket is created by an agent, our plugin checks the created ticket and forces the correct email/customer notification behavior.

This is safer than only changing the visible form, because it protects against UI mistakes.

Best approach would be:

```text
JS sets the default in the form
PHP hook validates/fixes the ticket creation behavior
```

1. 2. “Send email” confirmation after agent-created ticket

After an agent creates a ticket, show a small confirmation:

```text
Email sent to customer
```

or, if something failed:

```text
Ticket created, but customer email was not sent
```

That would remove a lot of uncertainty.

1. 3. Improve the concurrency badge with action awareness

Currently the badge says another agent is viewing the ticket.

Next level would be:

```text
Ticket already open
by John
```

and later possibly:

```text
John is replying
```

or:

```text
John is editing internal note
```

This would require detecting the reply editor / draft box activity.

1. 4. “Assign to me” helper

Since you asked before how to assign a ticket to yourself, we could add a clearer button or shortcut:

```text
Assign to me
```

Possibly near the concurrency badge or ticket header.

1. 5. Internal audit/history improvement

A small timeline entry when agents open/close/start replying could be useful:

```text
John opened ticket
Maria started replying
John left ticket
```

Not necessarily visible to customers, only agents/admins.

1. My suggested next step

I would do this next:

```text
v15 — Agent-created ticket defaults to email
```

Scope:

```text
1. Detect FluentSupport “create ticket” screen
2. Default the new ticket type/channel to Email
3. Make sure customer notification is enabled
4. Keep compatibility with the existing v14 signature marker [[YDB_AGENT_SIGNATURE]]
5. Add a diagnostic note if the email was not sent
```

This fits perfectly with what we already built, because the plugin already loads safely inside FluentSupport admin and the frontend agent portal.