SRS: UC_9.16 — Flow 38: Support Interception & Freshdesk Ticket Creation

1. UC Index

UC_9.16 — Flow 38: Support Interception & Freshdesk Ticket Creation

2. Trigger

1. Bot listener: any new message in a monitored channel containing a trigger word.
2. Zapier trigger: webhook from Middleware Hub (Discord Bot) after the sentiment gate returns Complaint. Payload: discord_id, message_text, timestamp.

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3; Zapier Integration V7.pdf §Flow 38)

Monitored channels

3. Pre-conditions

4. Post-conditions (Complaint path)

5. Basic Flow

Step 1 — Keyword pre-filter (Bot)

Bot scans each new message in monitored channels. No trigger word → ignore (Alt-1).

Step 2 — LLM sentiment gate (Bot → Gemini light model)

Message is sent to Gemini to classify intent as Complaint or Positive/Neutral (prevents false positives such as "Stack Trading has no slippage!"). Not Complaint → ignore (Alt-2).

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3 — LLM Sentiment Gate)

Reference prompt (BA draft — not client-supplied):

You are an operations sentiment classifier for Stack Trading. Classify the user's intent:
1. "Complaint": reports an actual operational issue, technical glitch, execution failure, or frustration with system performance.
2. "Positive/Neutral": compliments the system, discusses normal market conditions, or uses the keyword in a non-complaint context.
Output ONLY JSON: {"intent": "Complaint" | "Positive/Neutral", "confidence_score": float}

Step 3 — Delete message (Bot) — instantly.

Step 4 — Public placeholder (Bot)

"@[User], to protect your account details and resolve this immediately, we have opened a secure Freshdesk support ticket for you. Please check your registered email."

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3 — "Zendesk" replaced by "Freshdesk" per CR-20260720-004)

Step 5 — Webhook to Zapier

{ "discord_id": "123456789012345678", "discord_username": "trader_jane", "channel_name": "the-pit", "message_text": "MT5 frozen again, lost my entry", "timestamp": "2026-10-27T09:15:00Z" }

Step 6 — Lookup (Zapier)

Query PostgreSQL Users by discord_id → registered email. Not found → Exc-1.

Step 6.5 — One ticket per UTC day (Zapier / Middleware)

Check the last Freshdesk ticket creation date (UTC) for this discord_id. If a ticket was already created today (before 00:00 UTC), do not create a second ticket — either append the message as a note to that day's ticket, or skip (Dev picks the simpler option). The Discord message is still deleted (Step 3). See BR_9.16.7.

Step 7 — Create Freshdesk ticket (Zapier → Freshdesk POST /api/v2/tickets)

Step 8 — Confirmation email (Freshdesk)

Subject: Stack Trading Support Ticket Created - Discord Escalation

Hello,

We intercepted your recent message in the Stack Trading Discord regarding an operational issue. To protect your privacy and ensure our team can assist you securely, we have converted your message into a high-priority support ticket. Your original message: "[Insert message_text payload]"

Our team is reviewing this now and will reply to this email directly. Please reply to this email with any additional context or screenshots.

Regards,

(Source: Zapier Integration V7.pdf §Flow 38 — Notify; sent via Freshdesk per CR-20260720-004)

6. Alternative Flows

Alt-1 — No trigger word: no action.

Alt-2 — Gemini returns Positive/Neutral: message stays; no ticket.

Alt-3 — Message in #live-broadcast-chat: same pipeline. Release 1/2: deleting the message in Discord is sufficient. Removing it from the dashboard Live Chat Feed (DISCORD_CHAT_STREAM) is a Day 2 item, via either (1) pre-filter — hold a trigger-word message for the Gemini check before pushing it to DISCORD_CHAT_STREAM, and never push it if flagged; or (2) delete event — include message_id in the stream payload and emit a delete event when the bot deletes the message. Placeholder behaviour pending Q1.

(Source: CR-20260818-002; QnA_BACKGROUND_MECHANISMS_CRON.md [BG-020] — client sheet 2026-11-04)

7. Exceptional Flows

Exc-1 — discord_id not linked to any user

• Do not create a Freshdesk ticket (a placeholder email would bounce and Ops could not reply).
• The bot still deletes the message and replies publicly, instructing the user to link their account or email support@stacktrading.com (copy not yet provided).
• Post to Slack #ops-general with discord_username, channel_name, message_text.

(Source: QnA_BACKGROUND_MECHANISMS_CRON.md [BG-021] — client sheet 2026-11-04)

Exc-2 — Gemini unavailable / timeout

• Retry the Gemini call once. Still unavailable / timeout → fail-open: leave the message as-is, no ticket, log a warning. Never fail-closed (an outage would mass-delete normal chat and flood Freshdesk).

(Source: QnA_BACKGROUND_MECHANISMS_CRON.md [BG-022] — client sheet 2026-11-04)

Exc-3 — Bot cannot delete (missing permission / message already deleted): continue Steps 5–8 (ticket still created); log warning.

Exc-4 — Freshdesk API failure: Zapier retry; on final failure alert Ops (#ops-general). The public placeholder is already posted — ticket must be created manually.

8. Business Rules

BR_9.16.1: Monitored Channels

#the-pit, #verify, #live-broadcast-chat.

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3 · CR-20260818-002)

BR_9.16.2: Trigger Words

V7 examples: slippage, lag, frozen. Full list is not confirmed (PIT-BIZ-03 open). Proposed config (BA draft): ["slippage", "lag", "frozen", "scam", "missing payout", "Rithmic down", "MT5 down", "TradingView down", "connection dropped"]. Must be config-driven (Ops-editable), case-insensitive.

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3 · QnA PIT-BIZ-03 — open)

BR_9.16.3: LLM Gate Is Mandatory

Keyword match alone never deletes a message; only intent = "Complaint" triggers interception. Uses the same light Gemini model as "The Desk Manager".

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3)

BR_9.16.4: Ticketing Platform Is Freshdesk

All references to Zendesk in V7 Flow 38 are replaced by Freshdesk.

(Source: CR-20260720-004)

BR_9.16.5: Ticket Mapping

Requester = registered email (lookup by discord_id); Description = original message_text; Priority = High.

(Source: Zapier Integration V7.pdf §Flow 38)

BR_9.16.6: Order of Actions

Delete → placeholder → webhook. Deletion must be immediate ("instantly") and not wait for the ticket.

(Source: RFQ_ Stack Trading Prop Tech V7.pdf §2.3 — Execution)

BR_9.16.7: One Ticket per discord_id per UTC Day

Repeated complaints from the same discord_id within one UTC calendar day produce at most one Freshdesk ticket (extra messages appended as notes or skipped). A complaint after 00:00 UTC creates a new ticket. Every complaint message is still deleted in Discord.

(Source: QnA_BACKGROUND_MECHANISMS_CRON.md [BG-023] — client sheet 2026-11-04)

9. Acceptance Criteria

10. Open Questions

11. Changelog