feat(helpdesk): add ticket grid filters and resolve support user names in chat

Add 3 new ticket list filters: Support User (dynamic select), Contact (dynamic select), and Period (30/90/180/365 days). Extend categories endpoint to also return support_users and contacts arrays from the same cached ticket data. Add server-side filtering for all three in the data endpoint. Resolve support user abbreviation codes to full names in the communication chat widget. For single-ticket view, infer code-to-name from Support_User_Name when only one support code appears. For debitor view, build map from already-fetched entries across tickets with no additional API calls. Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
2026-04-05 16:37:07 +02:00
parent eed1e848df
commit 7220aa7459
7 changed files with 332 additions and 62 deletions
--- a/modules/helpdesk/i18n/default_de.json
+++ b/modules/helpdesk/i18n/default_de.json
@@ -130,23 +130,33 @@
  "Ticket volume": "Ticket-Volumen",
  "Close rate": "Close-Rate",
  "Avg. resolution": "Ø Lösungszeit",
-  "Open backlog": "Offener Backlog",
-  "kpi_tooltip_close_rate": "Geschlossene \u00f7 erstellte Tickets im Zeitraum. \u00dcber 1\u00d7 = Backlog schrumpft.",
+  "Open backlog": "Offene Tickets",
+  "kpi_tooltip_close_rate": "Geschlossene \u00f7 erstellte Tickets im Zeitraum. \u00dcber 1\u00d7 = R\u00fcckstau wird abgebaut.",
  "kpi_tooltip_resolution": "Median der Bearbeitungsdauer aller im Zeitraum geschlossenen Tickets.",
-  "kpi_tooltip_backlog": "Aktueller Stand aller offenen Tickets \u2013 unabh\u00e4ngig vom gew\u00e4hlten Zeitraum.",
-  "Backlog shrinking": "Backlog schrumpft",
-  "Backlog growing": "Backlog wächst",
+  "kpi_tooltip_backlog": "Aktueller Stand aller offenen Tickets \u2013 unabh\u00e4ngig vom gew\u00e4hlten Zeitraum. Zeigt den R\u00fcckstau.",
+  "Backlog shrinking": "Rückstau wird abgebaut",
+  "Backlog growing": "Rückstau wächst",
  "unassigned": "ohne Bearbeiter",
  "Ticket trend": "Ticket-Trend",
  "Support efficiency": "Support-Effizienz",
  "Contract metrics": "Vertrags-Kennzahlen",
-  "Risk indicators": "Risiko-Indikatoren",
+  "Risk assessment": "Risikoanalyse",
  "vs. prev. period": "vs. Vorperiode",
  "Low": "Niedrig",
  "Medium": "Mittel",
  "High": "Hoch",
-  "flags": "Flags",
+  "All checks passed": "Alle Checks bestanden",
+  "of": "von",
+  "checks flagged": "Checks auffällig",
+  "Limit": "Limit",
  "No controlling data available.": "Keine Controlling-Daten verfügbar.",
+  "Resolution time": "Bearbeitungszeit",
+  "Oldest open ticket": "Ältestes offenes Ticket",
+  "Unassigned": "Nicht zugewiesen",
+  "risk_desc_ticket_volume": "Veränderung zum Vorperiode",
+  "risk_desc_resolution_time": "Median bis Schließung",
+  "risk_desc_open_aging": "Seit letzter Aktivität",
+  "risk_desc_unassigned": "Anteil offener Tickets ohne Bearbeiter",
  "Ticket volume increase": "Ticketvolumen-Anstieg",
  "High avg. resolution time": "Hohe Ø Lösungszeit",
  "Open ticket aging": "Offene Tickets überfällig",
@@ -176,16 +186,16 @@
  "High-risk aging": "High-Risk Alterung",
  "Unassigned open": "Offen ohne Bearbeiter",
  "Stale open": "Offen ohne Aktivität",
-  "Customer backlog": "Kunden-Backlog",
+  "Customer backlog": "Offene Tickets beim Kunden",
  "Minimum overdue (minutes)": "Mindestens überfällig (Minuten)",
  "High-risk codes (comma separated)": "High-Risk Codes (kommagetrennt)",
  "Minimum age (hours)": "Mindestalter (Stunden)",
  "Minimum open tickets": "Mindestens offene Tickets",
-  "Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).": "Eskalations-SLA um {overdue_hours}h überschritten ({escalation_code}).",
-  "High-risk ticket ({escalation_code}) is open for {age_hours}h.": "High-Risk-Ticket ({escalation_code}) ist seit {age_hours}h offen.",
-  "Ticket is unassigned for {age_hours}h.": "Ticket ist seit {age_hours}h ohne Bearbeiter.",
-  "No activity for {age_hours}h.": "Keine Aktivität seit {age_hours}h.",
-  "Customer backlog: {open_tickets} open tickets.": "Kunden-Backlog: {open_tickets} offene Tickets.",
+  "Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).": "SLA um {overdue_hours}h überschritten ({escalation_code}) — sofort eskalieren oder Kunden informieren.",
+  "High-risk ticket ({escalation_code}) is open for {age_hours}h.": "Kritisches Ticket ({escalation_code}) seit {age_hours}h offen — Priorität prüfen und Bearbeitung sicherstellen.",
+  "Ticket is unassigned for {age_hours}h.": "Seit {age_hours}h ohne Bearbeiter — dringend einem Mitarbeiter zuweisen.",
+  "No activity for {age_hours}h.": "Seit {age_hours}h keine Aktivität — prüfen ob Kunde auf Antwort wartet.",
+  "Customer backlog: {open_tickets} open tickets.": "{open_tickets} offene Tickets — älteste Tickets zuerst bearbeiten, um Rückstau abzubauen.",
  "Created": "Erstellt",
  "Loading...": "Laden...",
  "Refresh data": "Daten aktualisieren",
@@ -220,10 +230,8 @@
  "Open": "Offen",
  "In Progress": "In Bearbeitung",
  "Closed": "Geschlossen",
-  "Active contracts": "Aktive Verträge",
  "Monthly volume": "Monatliches Volumen",
  "Support hours": "Support-Stunden",
-  "Next invoicing": "Nächste Abrechnung",
  "Contract overview": "Vertragsübersicht",
  "No contract details available.": "Keine Vertragsdetails verfügbar.",
  "Could not load sales dashboard.": "Vertriebsdashboard konnte nicht geladen werden.",
@@ -233,8 +241,6 @@
  "Line state": "Zeilenstatus",
  "Starting date": "Startdatum",
  "Invoicing period": "Abrechnungszeitraum",
-  "Salesperson": "Vertrieb",
-  "Contacts": "Ansprechpartner",
  "positions": "Positionen",
  "per month": "pro Monat",
  "Last invoicing": "Letzte Abrechnung",
@@ -248,5 +254,19 @@
  "Avg. contract value": "Ø Vertragswert",
  "of {total} total": "von {total} gesamt",
  "in {days} days": "in {days} Tagen",
-  "largest": "größter"
+  "largest": "größter",
+  "Attention needed": "Handlungsbedarf",
+  "Recommendations": "Empfehlungen",
+  "Contract summary": "Vertragsübersicht",
+  "Contract trend": "Vertragsentwicklung",
+  "New contracts": "Neue Verträge",
+  "Ended contracts": "Beendete Verträge",
+  "active": "aktiv",
+  "ended": "beendet",
+  "Age": "Alter",
+  "Period": "Zeitraum",
+  "Last 30 days": "Letzte 30 Tage",
+  "Last 90 days": "Letzte 90 Tage",
+  "Last 180 days": "Letzte 180 Tage",
+  "Last 365 days": "Letzte 365 Tage"
 }
--- a/modules/helpdesk/i18n/default_en.json
+++ b/modules/helpdesk/i18n/default_en.json
@@ -130,23 +130,33 @@
  "Ticket volume": "Ticket volume",
  "Close rate": "Close rate",
  "Avg. resolution": "Avg. resolution",
-  "Open backlog": "Open backlog",
-  "kpi_tooltip_close_rate": "Closed \u00f7 created tickets in period. Above 1\u00d7 = backlog is shrinking.",
+  "Open backlog": "Open tickets",
+  "kpi_tooltip_close_rate": "Closed \u00f7 created tickets in period. Above 1\u00d7 = open ticket queue is shrinking.",
  "kpi_tooltip_resolution": "Median processing time of all tickets closed in the selected period.",
-  "kpi_tooltip_backlog": "Current snapshot of all open tickets \u2013 independent of the selected period.",
-  "Backlog shrinking": "Backlog shrinking",
-  "Backlog growing": "Backlog growing",
+  "kpi_tooltip_backlog": "Current snapshot of all open tickets \u2013 independent of the selected period. Shows the pending queue.",
+  "Backlog shrinking": "Queue shrinking",
+  "Backlog growing": "Queue growing",
  "unassigned": "unassigned",
  "Ticket trend": "Ticket trend",
  "Support efficiency": "Support efficiency",
  "Contract metrics": "Contract metrics",
-  "Risk indicators": "Risk indicators",
+  "Risk assessment": "Risk assessment",
  "vs. prev. period": "vs. prev. period",
  "Low": "Low",
  "Medium": "Medium",
  "High": "High",
-  "flags": "flags",
+  "All checks passed": "All checks passed",
+  "of": "of",
+  "checks flagged": "checks flagged",
+  "Limit": "Limit",
  "No controlling data available.": "No controlling data available.",
+  "Resolution time": "Resolution time",
+  "Oldest open ticket": "Oldest open ticket",
+  "Unassigned": "Unassigned",
+  "risk_desc_ticket_volume": "Change vs. previous period",
+  "risk_desc_resolution_time": "Median time to close",
+  "risk_desc_open_aging": "Since last activity",
+  "risk_desc_unassigned": "Share of open tickets without assignee",
  "Ticket volume increase": "Ticket volume increase",
  "High avg. resolution time": "High avg. resolution time",
  "Open ticket aging": "Open ticket aging",
@@ -176,16 +186,16 @@
  "High-risk aging": "High-risk aging",
  "Unassigned open": "Unassigned open",
  "Stale open": "Stale open",
-  "Customer backlog": "Customer backlog",
+  "Customer backlog": "Open tickets for customer",
  "Minimum overdue (minutes)": "Minimum overdue (minutes)",
  "High-risk codes (comma separated)": "High-risk codes (comma separated)",
  "Minimum age (hours)": "Minimum age (hours)",
  "Minimum open tickets": "Minimum open tickets",
-  "Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).": "Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).",
-  "High-risk ticket ({escalation_code}) is open for {age_hours}h.": "High-risk ticket ({escalation_code}) is open for {age_hours}h.",
-  "Ticket is unassigned for {age_hours}h.": "Ticket is unassigned for {age_hours}h.",
-  "No activity for {age_hours}h.": "No activity for {age_hours}h.",
-  "Customer backlog: {open_tickets} open tickets.": "Customer backlog: {open_tickets} open tickets.",
+  "Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).": "SLA exceeded by {overdue_hours}h ({escalation_code}) — escalate immediately or inform customer.",
+  "High-risk ticket ({escalation_code}) is open for {age_hours}h.": "Critical ticket ({escalation_code}) open for {age_hours}h — review priority and ensure progress.",
+  "Ticket is unassigned for {age_hours}h.": "Unassigned for {age_hours}h — assign to a team member urgently.",
+  "No activity for {age_hours}h.": "No activity for {age_hours}h — check if customer is waiting for a response.",
+  "Customer backlog: {open_tickets} open tickets.": "{open_tickets} open tickets — address oldest tickets first to reduce the queue.",
  "Created": "Created",
  "Loading...": "Loading...",
  "Refresh data": "Refresh data",
@@ -220,10 +230,8 @@
  "Open": "Open",
  "In Progress": "In Progress",
  "Closed": "Closed",
-  "Active contracts": "Active contracts",
  "Monthly volume": "Monthly volume",
  "Support hours": "Support hours",
-  "Next invoicing": "Next invoicing",
  "Contract overview": "Contract overview",
  "No contract details available.": "No contract details available.",
  "Could not load sales dashboard.": "Could not load sales dashboard.",
@@ -233,8 +241,6 @@
  "Line state": "Line state",
  "Starting date": "Starting date",
  "Invoicing period": "Invoicing period",
-  "Salesperson": "Salesperson",
-  "Contacts": "Contacts",
  "positions": "positions",
  "per month": "per month",
  "Last invoicing": "Last invoicing",
@@ -248,5 +254,19 @@
  "Avg. contract value": "Avg. contract value",
  "of {total} total": "of {total} total",
  "in {days} days": "in {days} days",
-  "largest": "largest"
+  "largest": "largest",
+  "Attention needed": "Attention needed",
+  "Recommendations": "Recommendations",
+  "Contract summary": "Contract summary",
+  "Contract trend": "Contract trend",
+  "New contracts": "New contracts",
+  "Ended contracts": "Ended contracts",
+  "active": "active",
+  "ended": "ended",
+  "Age": "Age",
+  "Period": "Period",
+  "Last 30 days": "Last 30 days",
+  "Last 90 days": "Last 90 days",
+  "Last 180 days": "Last 180 days",
+  "Last 365 days": "Last 365 days"
 }
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
@@ -69,10 +69,18 @@ class TicketCommunicationService
            $odataEntries = $this->applyActorNameMap($odataEntries, $actorNameMap);
            $soapEntries = $this->applyActorNameMap($soapEntries, $actorNameMap);
        } elseif ($allowPerTicketActorLookup) {
-            $resolvedActorNameMap = $this->resolveContactActorNames($ticketNo, $odataEntries, $soapEntries);
-            if ($resolvedActorNameMap !== []) {
-                $odataEntries = $this->applyActorNameMap($odataEntries, $resolvedActorNameMap);
-                $soapEntries = $this->applyActorNameMap($soapEntries, $resolvedActorNameMap);
+            $ticket = null;
+            try {
+                $ticket = $this->bcODataGateway->getTicket($ticketNo);
+            } catch (\Throwable) {
+                // ignore
+            }
+            $resolvedActorNameMap = $this->resolveContactActorNames($ticket, $odataEntries, $soapEntries);
+            $supportActorNameMap = $this->resolveSupportActorNames($ticket, $odataEntries, $soapEntries);
+            $combinedMap = array_merge($resolvedActorNameMap, $supportActorNameMap);
+            if ($combinedMap !== []) {
+                $odataEntries = $this->applyActorNameMap($odataEntries, $combinedMap);
+                $soapEntries = $this->applyActorNameMap($soapEntries, $combinedMap);
            }
        }

@@ -172,6 +180,19 @@ class TicketCommunicationService
        $soapPartialFailures = 0;
        $actorNameMap = $this->buildContactActorNameMapForDebitor($customerName);

+        // Collect support user name → ticket code mappings
+        $supportUserNamesByTicket = [];
+        foreach ($tickets as $ticket) {
+            if (!is_array($ticket)) {
+                continue;
+            }
+            $no = trim((string) ($ticket['No'] ?? ''));
+            $name = trim((string) ($ticket['Support_User_Name'] ?? ''));
+            if ($no !== '' && $name !== '') {
+                $supportUserNamesByTicket[$no] = $name;
+            }
+        }
+
        foreach (array_keys($ticketsToProcess) as $ticketNo) {
            $feed = $this->loadTicketCommunicationFeed(
                $ticketNo,
@@ -199,6 +220,12 @@ class TicketCommunicationService
            }
        }

+        // Build support code→name map from entries + ticket data, then apply
+        $supportActorNameMap = $this->buildSupportActorNameMapFromEntries($allEntries, $supportUserNamesByTicket);
+        if ($supportActorNameMap !== []) {
+            $allEntries = $this->applyActorNameMap($allEntries, $supportActorNameMap);
+        }
+
        $entries = $this->mergeEntries($allEntries, [], $maxEntriesTotal);

        return [
@@ -753,24 +780,18 @@ class TicketCommunicationService
    }

    /**
+     * @param array<string, mixed>|null $ticket Pre-fetched ticket data
     * @param array<int, array<string, string>> $odataEntries
     * @param array<int, array<string, string>> $soapEntries
     * @return array<string, string>
     */
-    private function resolveContactActorNames(string $ticketNo, array $odataEntries, array $soapEntries): array
+    private function resolveContactActorNames(?array $ticket, array $odataEntries, array $soapEntries): array
    {
        $contactActorIds = $this->extractContactActorIds([...$odataEntries, ...$soapEntries]);
        if ($contactActorIds === []) {
            return [];
        }

-        $ticket = null;
-        try {
-            $ticket = $this->bcODataGateway->getTicket($ticketNo);
-        } catch (\Throwable) {
-            $ticket = null;
-        }
-
        $currentContactName = trim((string) (($ticket['Current_Contact_Name'] ?? '')));
        $customerName = trim((string) (($ticket['Company_Contact_Name'] ?? '')));

@@ -884,6 +905,97 @@ class TicketCommunicationService
        return $nameMap;
    }

+    /**
+     * Resolve support user actor codes to full names for a single ticket.
+     *
+     * Strategy: use the pre-fetched ticket's Support_User_Name, then look at
+     * which support-type Created_By codes appear in the log entries. If there
+     * is exactly one unique support code, map it to the Support_User_Name.
+     *
+     * @param array<string, mixed>|null $ticket Pre-fetched ticket data
+     * @param array<int, array<string, string>> $odataEntries
+     * @param array<int, array<string, string>> $soapEntries
+     * @return array<string, string>
+     */
+    private function resolveSupportActorNames(?array $ticket, array $odataEntries, array $soapEntries): array
+    {
+        $supportUserName = trim((string) ($ticket['Support_User_Name'] ?? ''));
+        if ($supportUserName === '') {
+            return [];
+        }
+
+        $supportCodes = [];
+        foreach ([...$odataEntries, ...$soapEntries] as $entry) {
+            $actorRole = trim((string) ($entry['actor_role'] ?? ''));
+            if ($actorRole !== 'support') {
+                continue;
+            }
+            $actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
+            if ($actor !== '' && !$this->isContactActorId($actor) && mb_strlen($actor) <= 10) {
+                $supportCodes[$actor] = true;
+            }
+        }
+
+        if (count($supportCodes) !== 1) {
+            return [];
+        }
+
+        $code = array_keys($supportCodes)[0];
+
+        return [$code => $supportUserName];
+    }
+
+    /**
+     * Build a support user code→name map from already-fetched communication entries.
+     *
+     * Groups entries by ticket_no, finds unique support-type actor codes per
+     * ticket, and maps each code to the ticket's Support_User_Name (from the
+     * pre-built $supportUserNamesByTicket lookup). No additional API calls.
+     *
+     * @param array<int, array<string, string>> $entries
+     * @param array<string, string> $supportUserNamesByTicket ticket_no → Support_User_Name
+     * @return array<string, string> code → full name
+     */
+    private function buildSupportActorNameMapFromEntries(array $entries, array $supportUserNamesByTicket): array
+    {
+        if ($entries === [] || $supportUserNamesByTicket === []) {
+            return [];
+        }
+
+        // Group support actor codes per ticket
+        $codesByTicket = [];
+        foreach ($entries as $entry) {
+            $actorRole = trim((string) ($entry['actor_role'] ?? ''));
+            if ($actorRole !== 'support') {
+                continue;
+            }
+            $actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
+            if ($actor === '' || $this->isContactActorId($actor) || mb_strlen($actor) > 10) {
+                continue;
+            }
+            $ticketNo = trim((string) ($entry['ticket_no'] ?? ''));
+            if ($ticketNo === '') {
+                continue;
+            }
+            $codesByTicket[$ticketNo][$actor] = true;
+        }
+
+        $result = [];
+        foreach ($codesByTicket as $ticketNo => $codes) {
+            if (count($codes) !== 1) {
+                continue;
+            }
+            $supportUserName = $supportUserNamesByTicket[$ticketNo] ?? '';
+            if ($supportUserName === '') {
+                continue;
+            }
+            $code = array_keys($codes)[0];
+            $result[$code] = $supportUserName;
+        }
+
+        return $result;
+    }
+
    private function normalizeActorRole(string $createdByType, string $actor): string
    {
        $type = mb_strtolower(trim($createdByType));
--- a/modules/helpdesk/pages/helpdesk/debitor-ticket-categories-data().php
+++ b/modules/helpdesk/pages/helpdesk/debitor-ticket-categories-data().php
@@ -80,23 +80,44 @@ if ($allTickets === null) {
 }

 $categories = [];
+$supportUsers = [];
+$contacts = [];
+
 foreach ((array) $allTickets as $ticket) {
    if (!is_array($ticket)) {
        continue;
    }
+
    $category = trim((string) ($ticket['Category_1_Description'] ?? ''));
-    if ($category === '') {
-        continue;
-    }
+    if ($category !== '') {
        $categories[$category] = true;
    }

+    $supportUser = trim((string) ($ticket['Support_User_Name'] ?? ''));
+    if ($supportUser !== '') {
+        $supportUsers[$supportUser] = true;
+    }
+
+    $contact = trim((string) ($ticket['Current_Contact_Name'] ?? ''));
+    if ($contact !== '') {
+        $contacts[$contact] = true;
+    }
+}
+
 $categoryValues = array_keys($categories);
 usort($categoryValues, 'strnatcasecmp');

+$supportUserValues = array_keys($supportUsers);
+usort($supportUserValues, 'strnatcasecmp');
+
+$contactValues = array_keys($contacts);
+usort($contactValues, 'strnatcasecmp');
+
 Router::json([
    'ok' => true,
    'categories' => array_values($categoryValues),
+    'support_users' => array_values($supportUserValues),
+    'contacts' => array_values($contactValues),
    'meta' => [
        'cache_used' => $cacheUsed,
        'cache_bypassed' => $refreshRequested,
--- a/modules/helpdesk/pages/helpdesk/debitor-tickets-data().php
+++ b/modules/helpdesk/pages/helpdesk/debitor-tickets-data().php
@@ -47,10 +47,22 @@ $cacheTtl = DebitorCacheControl::TTL_STANDARD_SECONDS;
 $cached = $sessionStore->get($cacheKey);
 $allTickets = null;
 $cacheUsed = false;
+$serviceMeta = [
+    'source' => 'primary.company_contact_name',
+    'fallback_used' => false,
+    'fallback_reason' => '',
+];

 if (!$refreshRequested && is_array($cached) && isset($cached['fetched_at']) && (time() - (int) $cached['fetched_at']) < $cacheTtl) {
    $allTickets = $cached['tickets'] ?? [];
    $cacheUsed = true;
+    if (is_array($cached['service_meta'] ?? null)) {
+        $serviceMeta = [
+            'source' => (string) ($cached['service_meta']['source'] ?? $serviceMeta['source']),
+            'fallback_used' => (bool) ($cached['service_meta']['fallback_used'] ?? false),
+            'fallback_reason' => (string) ($cached['service_meta']['fallback_reason'] ?? ''),
+        ];
+    }
 }

 if ($allTickets === null) {
@@ -58,6 +70,7 @@ if ($allTickets === null) {
    $result = $service->loadTickets($customerNo, $customerName);

    if (!($result['ok'] ?? false)) {
+        $resultMeta = is_array($result['meta'] ?? null) ? $result['meta'] : [];
        Router::json([
            'data' => [],
            'total' => 0,
@@ -65,6 +78,9 @@ if ($allTickets === null) {
                'cache_used' => $cacheUsed,
                'cache_bypassed' => $refreshRequested,
                'cache_refreshed' => $refreshRequested,
+                'source' => (string) ($resultMeta['source'] ?? $serviceMeta['source']),
+                'fallback_used' => (bool) ($resultMeta['fallback_used'] ?? false),
+                'fallback_reason' => (string) ($resultMeta['fallback_reason'] ?? ''),
            ],
        ]);

@@ -72,9 +88,16 @@ if ($allTickets === null) {
    }

    $allTickets = $result['tickets'] ?? [];
+    $resultMeta = is_array($result['meta'] ?? null) ? $result['meta'] : [];
+    $serviceMeta = [
+        'source' => (string) ($resultMeta['source'] ?? $serviceMeta['source']),
+        'fallback_used' => (bool) ($resultMeta['fallback_used'] ?? false),
+        'fallback_reason' => (string) ($resultMeta['fallback_reason'] ?? ''),
+    ];

    $sessionStore->set($cacheKey, [
        'tickets' => $allTickets,
+        'service_meta' => $serviceMeta,
        'fetched_at' => time(),
    ]);
 }
@@ -84,6 +107,9 @@ if ($allTickets === null) {
 $search = trim((string) ($filters['search'] ?? ''));
 $status = trim((string) ($filters['status'] ?? ''));
 $category = trim((string) ($filters['category'] ?? ''));
+$supportUser = trim((string) ($filters['support'] ?? ''));
+$contact = trim((string) ($filters['contact'] ?? ''));
+$period = trim((string) ($filters['period'] ?? ''));
 $order = (string) ($filters['order'] ?? 'Created_On');
 $dir = (string) ($filters['dir'] ?? 'desc');
 $limit = (int) ($filters['limit'] ?? 10);
@@ -124,8 +150,34 @@ if ($status !== '') {
 // Category filter
 if ($category !== '') {
    $filtered = array_values(array_filter($filtered, static function (array $ticket) use ($category): bool {
-        $ticketCategory = trim((string) ($ticket['Category_1_Description'] ?? ''));
-        return $ticketCategory === $category;
+        return trim((string) ($ticket['Category_1_Description'] ?? '')) === $category;
+    }));
+}
+
+// Support user filter
+if ($supportUser !== '') {
+    $filtered = array_values(array_filter($filtered, static function (array $ticket) use ($supportUser): bool {
+        return trim((string) ($ticket['Support_User_Name'] ?? '')) === $supportUser;
+    }));
+}
+
+// Contact filter
+if ($contact !== '') {
+    $filtered = array_values(array_filter($filtered, static function (array $ticket) use ($contact): bool {
+        return trim((string) ($ticket['Current_Contact_Name'] ?? '')) === $contact;
+    }));
+}
+
+// Period filter (days from today)
+if ($period !== '' && ctype_digit($period)) {
+    $cutoff = (new DateTimeImmutable('now'))->modify('-' . $period . ' days')->format('Y-m-d\TH:i:s\Z');
+    $filtered = array_values(array_filter($filtered, static function (array $ticket) use ($cutoff): bool {
+        $created = (string) ($ticket['Created_On'] ?? '');
+        if ($created === '' || $created === '0001-01-01T00:00:00Z') {
+            return false;
+        }
+
+        return $created >= $cutoff;
    }));
 }

@@ -208,5 +260,8 @@ Router::json([
        'cache_used' => $cacheUsed,
        'cache_bypassed' => $refreshRequested,
        'cache_refreshed' => $refreshRequested,
+        'source' => $serviceMeta['source'],
+        'fallback_used' => $serviceMeta['fallback_used'],
+        'fallback_reason' => $serviceMeta['fallback_reason'],
    ],
 ]);
--- a/modules/helpdesk/pages/helpdesk/debitor-tickets-filter-schema.php
+++ b/modules/helpdesk/pages/helpdesk/debitor-tickets-filter-schema.php
@@ -8,6 +8,9 @@ return gridFilterSchema([
        'offset' => ['type' => 'int', 'default' => 0, 'min' => 0],
        'search' => ['type' => 'string'],
        'category' => ['type' => 'string'],
+        'support' => ['type' => 'string'],
+        'contact' => ['type' => 'string'],
+        'period' => ['type' => 'string', 'default' => ''],
        'order' => ['type' => 'order', 'allowed' => ['No', 'Created_On', 'Last_Activity_Date', 'Ticket_State'], 'default' => 'Created_On'],
        'dir' => ['type' => 'dir', 'default' => 'desc'],
        'status' => ['type' => 'string', 'default' => ''],
@@ -47,5 +50,44 @@ return gridFilterSchema([
            ],
            'query' => ['type' => 'string'],
        ],
+        [
+            'key' => 'support',
+            'type' => 'select',
+            'label' => 'Support',
+            'input_id' => 'helpdesk-ticket-support-filter',
+            'default' => '',
+            'options_key' => 'support_user_items',
+            'allowed' => [
+                ['id' => '', 'description' => 'All'],
+            ],
+            'query' => ['type' => 'string'],
+        ],
+        [
+            'key' => 'contact',
+            'type' => 'select',
+            'label' => 'Contact',
+            'input_id' => 'helpdesk-ticket-contact-filter',
+            'default' => '',
+            'options_key' => 'contact_items',
+            'allowed' => [
+                ['id' => '', 'description' => 'All'],
+            ],
+            'query' => ['type' => 'string'],
+        ],
+        [
+            'key' => 'period',
+            'type' => 'select',
+            'label' => 'Period',
+            'input_id' => 'helpdesk-ticket-period-filter',
+            'default' => '',
+            'normalize' => 'all_to_empty',
+            'allowed' => [
+                ['id' => '', 'description' => 'All'],
+                ['id' => '30', 'description' => 'Last 30 days'],
+                ['id' => '90', 'description' => 'Last 90 days'],
+                ['id' => '180', 'description' => 'Last 180 days'],
+                ['id' => '365', 'description' => 'Last 365 days'],
+            ],
+        ],
    ],
 ]);
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/TicketCommunicationServiceTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/TicketCommunicationServiceTest.php
@@ -21,7 +21,7 @@ class TicketCommunicationServiceTest extends TestCase
        ]);

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketLog')->with('T26-1216')->willReturn([
+        $odataGateway->expects($this->any())->method('getTicketLog')->with('T26-1216')->willReturn([
            [
                'Entry_No' => 1,
                'Created_By' => 'ICTEST',
@@ -60,7 +60,7 @@ class TicketCommunicationServiceTest extends TestCase
        ]);

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketLog')->with('T26-1216')->willReturn([
+        $odataGateway->expects($this->any())->method('getTicketLog')->with('T26-1216')->willReturn([
            [
                'Entry_No' => 1,
                'Created_By' => 'ICTEST',
@@ -105,8 +105,8 @@ class TicketCommunicationServiceTest extends TestCase
        }

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketsForCustomer')->with('10001', 'Test GmbH')->willReturn($tickets);
-        $odataGateway->method('getContactsForCustomer')->with('', 'Test GmbH')->willReturn([]);
+        $odataGateway->expects($this->any())->method('getTicketsForCustomer')->with('10001', 'Test GmbH')->willReturn($tickets);
+        $odataGateway->expects($this->any())->method('getContactsForCustomer')->with('', 'Test GmbH')->willReturn([]);
        $odataGateway->method('getTicketLog')->willReturnCallback(static function (string $ticketNo): array {
            return [[
                'Entry_No' => 1,
@@ -147,7 +147,7 @@ class TicketCommunicationServiceTest extends TestCase
        ]);

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketsForCustomer')->with('10001', 'Test GmbH')->willReturn([
+        $odataGateway->expects($this->any())->method('getTicketsForCustomer')->with('10001', 'Test GmbH')->willReturn([
            ['No' => 'T1', 'Last_Activity_Date' => '2026-04-10T08:00:00Z', 'Created_On' => '2026-04-09T08:00:00Z'],
            ['No' => 'T2', 'Last_Activity_Date' => '2026-04-09T08:00:00Z', 'Created_On' => '2026-04-08T08:00:00Z'],
        ]);
@@ -193,7 +193,7 @@ class TicketCommunicationServiceTest extends TestCase
        ]);

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketLog')->with('T26-1216')->willReturn([]);
+        $odataGateway->expects($this->any())->method('getTicketLog')->with('T26-1216')->willReturn([]);

        $service = new TicketCommunicationService($soapGateway, $odataGateway);
        $result = $service->loadTicketCommunicationFeed('T26-1216', 2);
@@ -249,7 +249,7 @@ class TicketCommunicationServiceTest extends TestCase
        ]);

        $odataGateway = $this->createMock(BcODataGateway::class);
-        $odataGateway->method('getTicketLog')->with('T26-1204')->willReturn([
+        $odataGateway->expects($this->any())->method('getTicketLog')->with('T26-1204')->willReturn([
            [
                'Entry_No' => 19356,
                'Created_By' => 'KT002967',
@@ -260,12 +260,12 @@ class TicketCommunicationServiceTest extends TestCase
                'Record_ID' => 'Hallo',
            ],
        ]);
-        $odataGateway->method('getTicket')->with('T26-1204')->willReturn([
+        $odataGateway->expects($this->any())->method('getTicket')->with('T26-1204')->willReturn([
            'No' => 'T26-1204',
            'Company_Contact_Name' => 'Aero-Dienst GmbH',
            'Current_Contact_Name' => 'Fallback Kontakt',
        ]);
-        $odataGateway->method('getContactsForCustomer')->with('', 'Aero-Dienst GmbH')->willReturn([
+        $odataGateway->expects($this->any())->method('getContactsForCustomer')->with('', 'Aero-Dienst GmbH')->willReturn([
            [
                'No' => 'KT002967',
                'Name' => 'Felix Schneider',