Hum Rahi

User Story 6 (BE): Support Ticket Routing & Rate Limit Bypass¶

Story: As a Backend System, I want to provide a secure endpoint for locked-out users to request help, so that legitimate citizens can regain access through support intervention.

• In-Scope:
  • API endpoint to receive support requests from unauthenticated (locked) sessions.
  • Integration with Helpdesk/Email system.
  • Capturing device metadata (IP, Browser, Device ID) for fraud analysis.
• Out-of-Scope: Live chat integration; Automated account unlocking (must be manual support for security).
• Acceptance Criteria (AC):
  1. The system must accept a support request containing Mobile Number, Issue Category, and Description.
  2. The API must verify that the mobile number provided is indeed in a "Locked" state before prioritizing the ticket.
  3. A unique "Support Reference Number" must be returned to the user.
• Validation Rules:
  • Description: Minimum 10 characters, maximum 500 characters.
  • Rate Limit: A single mobile number can only submit 1 support ticket every 2 hours while locked.
• Error Messages:
  • Duplicate Ticket: "A support request is already in progress for this number. Please check your WhatsApp for updates."
• Definition of Done (DoD):
  • API documentation completed.
  • Integration test with the Support Notification system verified.