Implement full support ticket UI behind a beta by jasperhuangg · Pull Request #102561 · Expensify/App

jasperhuangg · 2026-09-29T16:14:25Z

THIS IS BEHIND THE `supportTicket` BETA. For any related blockers, please demote and assign @jasperhuangg to investigate and fix.

Explanation of Change

Implements the full support ticket UI, including creation, resolution, reopen, and support ticket surveys.

Fixed Issues

$ https://github.com/Expensify/Expensify/issues/684543
$ https://github.com/Expensify/Expensify/issues/684558
$ https://github.com/Expensify/Expensify/issues/684553
PROPOSAL:

Tests

Dev

Setup

Check out https://github.com/Expensify/Web-Expensify/pull/56710 and https://github.com/Expensify/Auth/pull/25179 if they aren't already merged

Create two @team.expensify.com accounts (the support reps) and run the following queries on them. You

INSERT INTO sharedNameValuePairs
    (accountID, ownerAccountID, name, permissions)
VALUES
    (<ACCOUNT_ID>, <FR_PLUS_POLICY_OWNER_ID>, '<FR_PLUS_POLICY_ID>', 'read');

INSERT OR REPLACE INTO nameValuePairs
    (accountID, name, value, created)
VALUES
    (<ACCOUNT_ID>, 'expensify_concierge_selectedQueues',
     '{"primary":["supportal"],"secondary":[]}', DATETIME('now'));

Ensure only 1 rep is in the queue in https://www.expensify.com.dev/concierge/#/ (click "Begin")
Create a policy admin and employee account.

Steps

Create a ticket through Web-Expensify for an admin and policy employee.
- In English, a ticket created on Sep 30, 2026 for Jane Doe and support rep John Smith is titled Support ticket, Sep 30, 2026: Jane Doe and John Smith.
- The UI for the support ticket and preview action in the Concierge DM render as expected (see the mockups)
- Change the App language and verify the header, ticket, preview, and LHN titles update.
Verify the preview action and support ticket checkbox are unchecked. Hovering over on web shows Your support rep will check this when it is resolved (mock). Tapping it shows a modal with the "Not so fast... Your support rep will check this when it is resolved.
The ticket description shows: Hi, I'm <support rep first name>, and I'll work with you until this is fully resolved. If you've already shared details with us, I'll review them before responding so you don't need to repeat yourself. If this is a new issue, let me know what you need help with.
For the policy admin, verify the book a call button opens the ticket rep's calendly link. For the employee, verify the book a call button doesn't render.
Verify the customer can add comments to the support ticket.

comments added by the customer cannot be threaded or reacted to
the composer context menu only provides an "Add attachment" option.

Click on the report header, verify it renders like this, with the assigned support rep's profile picture
Switch between the customer and assigned support rep, sending a message from each. Verify both messages appear as normal comments in the ticket.
As the support rep, resolve a ticket.
- The ticket and Concierge preview checkboxes are checked, the ticket doesn't appear in the #focus mode LHN, stays in Most Recent after reading, and hides the composer.
- The customer sees This support ticket is resolved. and Reopen ticket. Only the newest post-close survey appears; the customer can select 👍 or 👎, and changing the rating leaves exactly one reaction.
As the customer, reopen it while the original rep is online. Send a message as the customer.
- The same ticket opens with its history and rep intact, both checkboxes clear, the composer returns, and the resolved footer and survey disappear.
- A reopened action renders in the ticket.
As the support rep, reply and resolve the ticket again. Verify the support ticket shows as resolved again
Go offline as the original rep, go online as the other rep, then reopen as the customer.
- Verify a new ticket opens with the new rep. The old ticket stays closed with the checkboxes checked. A handoff comment is posted in the new ticket that reads "Your support rep from this ticket is offline, so I'm taking over! I can see your earlier conversation, so there's no need to repeat anything. What's new since we last talked? Let me know and I'll pick it up from there." and links back to the old ticket correctly.

Staging QA

ping @jasperhuangg to QA

InternalQA:
- Set expensify_supportTicketQAAssigneeEmail as in PR 1.8 Staging QA step 1 for both a policy employee and admin.
- Add both policy/admin accounts to the beta
Use dev steps

PR Author Checklist

Screenshots/Videos

Android: Native

Not captured.

Android: mWeb Chrome

Not captured.

iOS: Native

Not captured.

iOS: mWeb Safari

Not captured.

MacOS: Chrome / Safari

Not captured.

…-tickets

codecov · 2026-09-29T18:24:06Z

Codecov Report

✅ Changes either increased or maintained existing code coverage, great job!

Files with missing lines	Coverage Δ
src/CONST/index.ts	`95.90% <ø> (ø)`
...nents/Reactions/ReportActionItemEmojiReactions.tsx	`87.50% <ø> (ø)`
...ents/ReportActionAvatars/useReportActionAvatars.ts	`89.53% <100.00%> (ø)`
src/libs/API/types.ts	`100.00% <ø> (ø)`
...igation/helpers/getReportRouteForCurrentContext.ts	`85.71% <100.00%> (ø)`
src/libs/OptionsListUtils/index.ts	`91.37% <100.00%> (+<0.01%)`	⬆️
src/libs/ReportActionsUtils.ts	`83.73% <100.00%> (+0.05%)`	⬆️
src/libs/ReportNameUtils.ts	`81.98% <100.00%> (+0.37%)`	⬆️
src/libs/ReportUtils.ts	`88.65% <100.00%> (+0.05%)`	⬆️
...bs/actions/OnyxDerived/configs/reportAttributes.ts	`96.65% <100.00%> (ø)`
... and 22 more
... and 10 files with indirect coverage changes

…pport-tickets

suneox · 2026-10-07T18:29:58Z

Reviewer Checklist

I have verified the author checklist is complete (all boxes are checked off).
I verified the correct issue is linked in the ### Fixed Issues section above
I verified testing steps are clear and they cover the changes made in this PR
- I verified the steps for local testing are in the Tests section
- I verified the steps for Staging and/or Production testing are in the QA steps section
- I verified the steps cover any possible failure scenarios (i.e. verify an input displays the correct error message if the entered data is not correct)
- I turned off my network connection and tested it while offline to ensure it matches the expected behavior (i.e. verify the default avatar icon is displayed if app is offline)
I checked that screenshots or videos are included for tests on all platforms
I included screenshots or videos for tests on all platforms
I verified that the composer does not automatically focus or open the keyboard on mobile unless explicitly intended. This includes checking that returning the app from the background does not unexpectedly open the keyboard.
I verified tests pass on all platforms & I tested again on:
- Android: HybridApp
- Android: mWeb Chrome
- iOS: HybridApp
- iOS: mWeb Safari
- MacOS: Chrome / Safari
If there are any errors in the console that are unrelated to this PR, I either fixed them (preferred) or linked to where I reported them in Slack
I verified proper code patterns were followed (see Reviewing the code)
- I verified that comments were added to code that is not self explanatory
- I verified that any new or modified comments were clear, correct English, and explained "why" the code was doing something instead of only explaining "what" the code was doing.
- I verified any copy / text that was added to the app is grammatically correct in English. It adheres to proper capitalization guidelines (note: only the first word of header/labels should be capitalized), and is either coming verbatim from figma or has been approved by marketing (in order to get marketing approval, ask the Bug Zero team member to add the Waiting for copy label to the issue)
If a new code pattern is added I verified it was agreed to be used by multiple Expensify engineers
I verified that this PR follows the guidelines as stated in the Review Guidelines
I verified other components that can be impacted by these changes have been tested, and I retested again (i.e. if the PR modifies a shared library or component like Avatar, I verified the components using Avatar have been tested & I retested again)
If a new component is created I verified that:
- A similar component doesn't exist in the codebase
- All props are defined accurately
- The component has a clear name that is non-ambiguous and the purpose of the component can be inferred from the name alone
- The only data being stored in the state is data necessary for rendering and nothing else
- The component has the minimum amount of code necessary for its purpose, and it is broken down into smaller components in order to separate concerns and functions
If a new CSS style is added I verified that:
- A similar style doesn't already exist
- The style can't be created with an existing StyleUtils function (i.e. StyleUtils.getBackgroundAndBorderStyle(theme.componentBG)
If the PR modifies code that runs when editing or sending messages, I tested and verified there is no unexpected behavior for all supported markdown - URLs, single line code, code blocks, quotes, headings, bold, strikethrough, and italic.
If the PR modifies a generic component, I tested and verified that those changes do not break usages of that component in the rest of the App (i.e. if a shared library or component like Avatar is modified, I verified that Avatar is working as expected in all cases)
If the PR modifies a component related to any of the existing Storybook stories, I tested and verified all stories for that component are still working as expected.
If the PR modifies a component or page that can be accessed by a direct deeplink, I verified that the code functions as expected when the deeplink is used - from a logged in and logged out account.
If the PR modifies the UI (e.g. new buttons, new UI components, changing the padding/spacing/sizing, moving components, etc) or modifies the form input styles:
- I verified that all the inputs inside a form are aligned with each other.
- I added Design label and/or tagged @Expensify/design so the design team can review the changes.
If the PR adds or modifies the UI:
- I asked an AI agent to review the changes for accessibility issues and addressed its findings.
- I tested with a screen reader (VoiceOver on macOS) and verified all new/changed elements are reachable with a logical focus order.
- I verified all new/changed elements have meaningful accessible names and roles.
- I verified state changes are announced (e.g. checked/unchecked, expanded/collapsed, selected).
For any bug fix or new feature in this PR, I verified that sufficient unit tests are included to prevent regressions in this flow.
If the main branch was merged into this PR after a review, I tested again and verified the outcome was still expected according to the Test steps.
I have checked off every checkbox in the PR reviewer checklist, including those that don't apply to this PR.

Screenshots/Videos

Android: HybridApp

android-steps-1-9.mp4

Android: mWeb Chrome

Step 1	Step 2	step 3

iOS: HybridApp

ios-steps-1-9.mp4

iOS: mWeb Safari

MacOS: Chrome / Safari

web-steps-1-9.mp4

joekaufmanexpensify

Good for product. core design doc issue

jasperhuangg · 2026-10-08T01:04:18Z

Just need internal engineer review from @chiragsalian before we can merge this one!

suneox · 2026-10-08T04:12:05Z

+              title: translate('initialSettingsPage.talkToAHuman'),
+              description: translate('initialSettingsPage.helpPage.talkToAHumanDescription'),
+              icon: icons.ChatBubbles,
+              iconType: CONST.ICON_TYPE_ICON,


Suggested change

iconType: CONST.ICON_TYPE_ICON,

iconType: CONST.ICON_TYPE_ICON,

iconFill: theme.iconSuccessFill,

I can't access the design, but it looks like a success color

suneox · 2026-10-08T04:35:27Z

@jasperhuangg I've updated the verification based on the latest OP update. There's just one issue mentioned above, and the test steps in the description are a bit out of order.

UI Verify

android-full-steps.mp4

…-tickets # Conflicts: # tests/unit/ReportUtilsTest.ts

github-actions · 2026-10-08T17:40:39Z

🚧 jasperhuangg has triggered a test Expensify/App build. You can view the workflow run here.

github-actions · 2026-10-08T17:45:23Z

🧪🧪 Use the links below to test this adhoc build on Android, iOS, and Web. Happy testing! 🧪🧪
Built from App PR #102561.

Android 🤖	iOS 🍎
https://ad-hoc-expensify-cash.s3.us-east-1.amazonaws.com/rock-artifacts/ad-hoc/rock-android-Adhoc-5ef81ba-b8010af-0c05f3ac2cda9b4e145f4da735e872ced7fc0600/index.html	https://ad-hoc-expensify-cash.s3.us-east-1.amazonaws.com/rock-artifacts/ad-hoc/rock-ios-device-AdHoc-5ef81ba-b8010af-aefc3ebc5afc33e41539418597f45bb49ca6bc1e/index.html

Web 🕸️
https://102561.pr-testing.expensify.com

👀 View the workflow run that generated this build 👀

OSBotify · 2026-10-08T17:47:16Z

✋ This PR was not deployed to staging yet because QA is ongoing. It will be automatically deployed to staging after the next production release.

OSBotify · 2026-10-08T19:44:43Z

🚀 Deployed to staging by https://github.com/jasperhuangg in version: 9.5.6-0 🚀

platform	result
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅

MelvinBot · 2026-10-08T19:50:08Z

No help site update needed. All user-facing changes in this PR are gated behind the supportTicket beta: the new Talk to a human entry point on the Help page only renders when isBetaEnabled(CONST.BETAS.SUPPORT_TICKET) is true, and the rest of the support ticket UI only appears on support ticket reports. Revisit the help site when the beta is removed.

OSBotify · 2026-10-09T20:30:21Z

🚀 Deployed to production by https://github.com/puneetlath in version: 9.5.6-6 🚀

platform	result
🕸 web 🕸	success ✅
🤖 android 🤖	success ✅
🍎 iOS 🍎	success ✅

Bundle Size Analysis (Sentry):

Android
iOS

jasperhuangg added 2 commits September 29, 2026 09:10

feat(support): add support ticket report type

32c3412

Merge remote-tracking branch 'origin/main' into codex/pr-1-13-support…

26a18e6

…-tickets

melvin-bot Bot assigned jasperhuangg Sep 29, 2026

feat(support): show support tickets in app

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fix(support): load ticket while assigning

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jasperhuangg commented Sep 30, 2026

View reviewed changes

Comment thread src/libs/ReportNameUtils.ts Outdated

jasperhuangg added 6 commits September 29, 2026 20:57

Apply suggestion from @jasperhuangg

77b7ec6

refactor(report): move support ticket actions

0699fa7

fix(report): use localized support ticket name

b587e25

fix(support): wait for ticket creation

77d9e80

fix(support): navigate to server ticket

056fa9d

fix(support-ticket): complete ticket interactions

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feat(support): add human support entry point

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jasperhuangg added 2 commits September 30, 2026 18:10

Merge branch 'main' of github.com:Expensify/App into codex/pr-1-13-su…

3c83dd7

…pport-tickets

fix(support): align human support help entry

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jasperhuangg added 10 commits September 30, 2026 22:18

fix(support): use standard talk to a human icon

a5413e9

fix(support): fall back to rep email

e4432c3

fix(support): render support ticket details

c229d6b

style(support): match ticket title size

b1d5729

fix(support): show assigned rep in ticket header

3d8d721

fix(support): prevent editing ticket previews

0fb69b4

fix(support): hide ticket preview reply counts

187e161

fix(support): render ticket assignee avatar

09abb07

fix(support): constrain checkbox tooltip width

2fff28b

fix(support): widen checkbox tooltip

8b9d1e4

jasperhuangg added 5 commits October 7, 2026 08:40

Merge branch 'main' of github.com:Expensify/App into codex/pr-1-13-su…

61804d3

…pport-tickets

Merge branch 'main' into codex/pr-1-13-support-tickets

76ed550

chore(app): sync support ticket branch

4eb74c2

style(support): space survey reactions

94deec0

test(support): update action edit invocation

104bc9f

jasperhuangg changed the title ~~PR 1.13: Show support tickets in App~~ Show support tickets in App Oct 7, 2026

jasperhuangg changed the title ~~Show support tickets in App~~ Implement full support ticket UI Oct 7, 2026

fix(support): retain reassigned ticket footer

cd1829a

suneox reviewed Oct 7, 2026

View reviewed changes

fix(support): address ticket review feedback

c610de7

joekaufmanexpensify previously approved these changes Oct 7, 2026

View reviewed changes

jasperhuangg changed the title ~~Implement full support ticket UI~~ Implement full support ticket UI behind a beta Oct 8, 2026

suneox reviewed Oct 8, 2026

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chiragsalian previously approved these changes Oct 8, 2026

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Merge remote-tracking branch 'origin/main' into codex/pr-1-13-support…

ebc59f8

…-tickets # Conflicts: # tests/unit/ReportUtilsTest.ts

jasperhuangg dismissed stale reviews from chiragsalian and joekaufmanexpensify via ebc59f8 October 8, 2026 17:24

chiragsalian approved these changes Oct 8, 2026

View reviewed changes

jasperhuangg merged commit 5ef81ba into main Oct 8, 2026
45 of 46 checks passed

jasperhuangg deleted the codex/pr-1-13-support-tickets branch October 8, 2026 17:40

OSBotify mentioned this pull request Oct 8, 2026

Deploy Checklist: New Expensify 2026-10-08 #103502

Closed

90 tasks done

	iconType: CONST.ICON_TYPE_ICON,
	iconType: CONST.ICON_TYPE_ICON,
	iconFill: theme.iconSuccessFill,

Conversation

jasperhuangg commented Sep 29, 2026 • edited Loading Uh oh! There was an error while loading. Please reload this page.

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THIS IS BEHIND THE supportTicket BETA. For any related blockers, please demote and assign @jasperhuangg to investigate and fix.

Explanation of Change

Fixed Issues

Tests

Dev

Setup

Steps

Staging QA

PR Author Checklist

Screenshots/Videos

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jasperhuangg commented Sep 29, 2026 •

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THIS IS BEHIND THE `supportTicket` BETA. For any related blockers, please demote and assign @jasperhuangg to investigate and fix.

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