README

Post-Sales Support and Service Excellence Coordination

Overview

Nexus\CustomerServiceOperations orchestrates the complete Customer Support Lifecycle, connecting customer requests with internal knowledge and resources. It coordinates workflows across CRM, Messaging, Content, Document, and Workflow domains.

Progressive Disclosure Philosophy

This orchestrator scales with your business needs:

Tier 1: Essential (Small Business)

Basic Ticket Creation & Lifecycle
Simple Email Messaging
Basic Knowledge Base Lookup
Manual Agent Assignment

Tier 2: Growth (Mid-Market)

Ticket Prioritization & Categorization
Multi-channel Messaging (Email, SMS)
Basic SLA Management (Response Time tracking)
Customer Interaction History Integration

Tier 3: Enterprise (Large Corporation)

Intelligent Ticket Routing (Skills-based)
Advanced SLA Escalations (Multi-level, automatic reassignment)
Knowledge-Infused Automated Suggestions for agents
Ticket Attachments & Case Files management
Complex Workflow State Machines

Architecture

src/
├── Contracts/           # Orchestrator interfaces (dependency inversion)
│   ├── TicketInterface.php
│   ├── CustomerInterface.php
│   ├── AgentInterface.php
│   ├── MessageInterface.php
│   ├── KnowledgeBaseArticleInterface.php
│   ├── SlaInterface.php
│   ├── TicketRepositoryInterface.php
│   ├── TicketLifecycleWorkflowInterface.php
│   └── ...
├── Coordinators/        # Stateless traffic cops
│   ├── TicketRoutingCoordinator.php
│   ├── KnowledgeSuggestionCoordinator.php
│   └── ...
├── Workflows/           # Stateful long-running processes
│   ├── TicketLifecycleWorkflow.php
│   ├── SlaEscalationWorkflow.php
│   └── ...
├── Services/            # Pure business calculations
│   ├── SlaCalculator.php
│   ├── AgentSkillMatcher.php
│   └── ...
├── Listeners/           # Event reactors
│   ├── OnTicketCreatedRouteTicket.php
│   ├── OnSlaBreachedEscalate.php
│   └── ...
├── Rules/               # Validation constraints
│   ├── SlaComplianceRule.php
│   ├── AgentAvailabilityRule.php
│   └── ...
├── DataProviders/       # Cross-package data aggregation
│   ├── TicketContextProvider.php
│   └── ...
├── DTOs/                # Strict data contracts
│   ├── TicketDTO.php
│   ├── RoutingResultDTO.php
│   └── ...
├── Enums/               # Type-safe enumerations
│   ├── TicketStatus.php
│   ├── TicketPriority.php
│   ├── SlaStatus.php
│   └── ...
└── Exceptions/          # Domain-specific errors
    ├── TicketNotFoundException.php
    ├── SlaBreachException.php
    └── ...

Event-Driven Integration

Events Published

Event	When Fired
`TicketCreatedEvent`	New support ticket submitted
`TicketAssignedEvent`	Ticket assigned to an agent
`TicketResolvedEvent`	Ticket marked as resolved
`SlaBreachedEvent`	SLA threshold exceeded
`MessageSentEvent`	Communication sent to customer

Event Listeners

Listens To	Listener	Action
`TicketCreatedEvent`	`RouteTicketListener`	Run intelligent routing
`TicketCreatedEvent`	`InitializeSlaListener`	Set SLA deadlines
`SlaBreachedEvent`	`EscalateTicketListener`	Trigger escalation workflow

Progressive Disclosure Matrix

Feature	Tier 1 (SMB)	Tier 2 (Mid)	Tier 3 (Enterprise)
Ticket Lifecycle	✅	✅	✅
Email Messaging	✅	✅	✅
Manual Assignment	✅	✅	✅
KB Lookup	✅	✅	✅
Prioritization	-	✅	✅
SMS Messaging	-	✅	✅
Basic SLA Tracking	-	✅	✅
Intelligent Routing	-	-	✅
Advanced Escalations	-	-	✅
Agent Suggestions	-	-	✅
File Attachments	-	-	✅

Installation

composer require azaharizaman/nexus-customer-service-operations

Required Dependencies (via Adapters)

Package	Purpose
`Nexus\CRM`	Customer profiles, contact history
`Nexus\Messaging`	Multi-channel communication
`Nexus\Content`	Knowledge base articles
`Nexus\Document`	Ticket attachments
`Nexus\Workflow`	SLA state machines

License

MIT License - See LICENSE file.

azaharizaman / nexus-customer-service-operations

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