Zendesk

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Do not rebuild Zendesk. Build the shared inbox with SLAs, and stop before the org chart.

STACK
- Node with Fastify, Postgres, one worker for mail polling
- IMAP in, SMTP out

THREADING, THE PART EVERYONE UNDERESTIMATES
- Match on References and In-Reply-To headers first
- Fall back to a signed ticket token in the subject as [#AB12CD], never a bare number
- Never thread on subject alone, and write that rule down with an example of why

TICKETS
- Status, priority, requester, assignee, tags
- Every message and every field change appended; nothing is ever edited in place
- Merge two tickets by writing a merge event, keeping both original threads readable

SLAs
- Defined per priority: first response and resolution targets, in business hours
- A business-hours calendar with holidays, in one timezone, documented
- Breach is computed at query time from the event log, never stored as a flag

VIEWS
- Unassigned, mine, breaching soon, and everything — as saved filters
- Sorted by SLA remaining, not by creation time

AUTO-REPLIES
- One acknowledgement per ticket, never per message, or a mail loop will find you
- Loop protection: refuse to auto-reply to an address that has sent five messages in a minute

Include a README on the IMAP setup, the threading rules and the loop protection test.