Create Ticket & Auto-Associate from CDP (Cross-Platform)

Let a CDP user create a ticket directly from a customer/contact — on web and mobile — and have it auto-associated to that customer, instead of only associating an already-existing ticket. CDP is associate-only for tickets on both platforms today; this closes that gap. The two platforms take deliberately different technical approaches: web embeds the CRM-owned iframe component; mobile reuses its own native ticket-create screen — so each has its own SUPPORT PRD under one anchor.

Scope Changes

Engineering surfaces this initiative touches (controlled vocab: Backend · Frontend · Mobile · Infra · Data · Design · Docs · None). Aggregate of this initiative's PRDs; mirrors the scope_changes frontmatter above.

• Frontend — qontak-customer-fe (web track): add a Create-Ticket entry point + embed (iframe to the CRM /embed/ticket/create layer) in AssociatedTickets.vue; send EMBED_INIT with the customer context (qontakCustomerId); handle the typed TICKET_CREATED / EMBED_CLOSE / TICKET_CREATE_ERROR / EMBED_RESIZE messages (origin-validated); refresh the associated-tickets list; permission-gate the entry point.
• Mobile — mobile-qontak-crm (mobile track): in the contact "Others" tab (other_tab.dart) add the shared "From Existing / Create New" ticket bottom sheet; route to the native CreateTicketScreen; on return auto-associate via PUT /v2.8/tickets/{id} (qontak_customer_ids); pre-fill the customer; refresh the association summary; gate on the ticket feature flag + permission.update.
• Backend (conditional) — web track only, and only if CRM does not auto-associate the CDP-created ticket server-side: CDP calls its existing POST /v1/leads/{contact_id}/tickets/{ticket_id} after TICKET_CREATED. Mobile uses the existing native create + associate endpoints (no new backend). CRM-side work (CDP-reusable embed, embed_source allow-list, Qontak One auth) is a dependency, not CDP scope.
• Design — Figma for the web Create-Ticket entry point + embed panel states, and the mobile "Create New / From Existing" ticket bottom sheet + post-create state.

QA Lane

Lane C — transition lane and the strongest Lane-A candidate. Cross-platform (incl. Mobile) ticket creation and auto-association; QA initiates the full end-to-end suite and Engineering contributes. It graduates to Lane A once the entry bar (100% E2E, spec-mapped) is met. Classified 2026-06-29.

Contents

• prds/ — Product Requirements Documents (1 anchor + 2 child SUPPORT PRDs)
• rfcs/ — Request for Comments
• tests/ — Test plans
• delivery/ — Timeline, status updates, decisions

Knowledge Graph

• prds/prd-create-ticket-from-cdp-anchor.md is anchor of → prds/prd-create-ticket-embeddable-web.md (web, embed) + prds/prd-create-ticket-mobile.md (mobile, native).
• Web track depends on → CRM Omnichannel embed (BE RFC 51107070211 / FE RFC 51112771612) — CDP reuse currently OUT of CRM Phase 1 (blocking, web only).
• Mobile track depends on → the Mobile Ticket Module native create (TF-3053 / Ticket Module in Mobile App PRD) — already shipped, so the mobile track is not blocked by the CRM embed.

Test specs not yet authored. Re-run /okf-enrich after adding tests/ documents.