{ “support_ticket_system”: { “id_format”: “QLC-TKT-YYYY-NNNN”, “categories”: [ “Legal Support”, “Tax Support”, “Registration Support”, “Trademark Support”, “Billing Support”, “Technical Support”, “General Inquiry” ], “priorities”: [“Low”, “Medium”, “High”, “Urgent”], “workflow”: [ “Open”, “Assigned”, “Pending”, “Waiting For Client”, “In Progress”, “Resolved”, “Closed” ], “features”: { “client”: [“Create”, “Attach”, “Reply”, “Close”], “staff”: [“Assign”, “Internal Notes”, “Status Change”, “Attach”], “admin”: [“Global View”, “Escalation”, “Analytics”, “SLA Monitoring”] }, “notifications”: { “triggers”: [“Created”, “Assigned”, “New Reply”, “Status Change”, “Resolved”] }, “security”: { “isolation”: “Client-only access to own tickets; Consultant access to assigned tickets; Admin global access” } } }