Feature Summary

A categorized reference of capabilities exposed by Ollie. For flow details, follow the cross-references on each section.

Ticket Management

Feature	Description
Create ticket	Creates a Zendesk ticket on behalf of a user after enriching it with user context from upstream services. Populates custom fields (first name, last name, email, user ID, reason) and applies the full assembled tag set.
Get ticket categories	Returns the list of available request reason categories sourced from Zendesk custom field 360051067473 for use in client UI dropdowns.
File attachments	Accepts a single base64-encoded attachment (max 2 MB) per ticket. The file is uploaded to Zendesk first and attached to the created ticket via the returned upload token.

Feature

Description

Create ticket

Creates a Zendesk ticket on behalf of a user after enriching it with user context from upstream services. Populates custom fields (first name, last name, email, user ID, reason) and applies the full assembled tag set.

Get ticket categories

Returns the list of available request reason categories sourced from Zendesk custom field 360051067473 for use in client UI dropdowns.

File attachments

Accepts a single base64-encoded attachment (max 2 MB) per ticket. The file is uploaded to Zendesk first and attached to the created ticket via the returned upload token.

See API Specification for the full endpoint reference and Event Flows for the ticket creation pipeline.

User Context Enrichment

Feature Description

Feature	Description
Membership tagging	Fetches the user’s membership tier from the User Service and applies `premium_member` and/or `income` tags before ticket submission.
Float eligibility tagging	Calls the Underwriting Service to check float eligibility and applies relevant tags to route tickets to the correct support queue.
Loan status tagging	Calls the LOC Service to detect active installment loans and applies `installment_loan` or `has_active_installment_loan` tags accordingly.
Zendesk user sync	Looks up the user in Zendesk by email address and creates a new Zendesk user record if one does not exist, ensuring tickets are always linked to the correct requester.

Membership tagging

Fetches the user’s membership tier from the User Service and applies premium_member and/or income tags before ticket submission.

Float eligibility tagging

Calls the Underwriting Service to check float eligibility and applies relevant tags to route tickets to the correct support queue.

Loan status tagging

Calls the LOC Service to detect active installment loans and applies installment_loan or has_active_installment_loan tags accordingly.

Zendesk user sync

Looks up the user in Zendesk by email address and creates a new Zendesk user record if one does not exist, ensuring tickets are always linked to the correct requester.

See Event Flows for the full enrichment pipeline and tag resolution order.

Automation

Feature Description

Feature	Description
Cancellation macros	Applies one of four pre-defined Zendesk macros for cancellation scenarios based on the user’s float status (none, active, defaulted, or in retry). Macro IDs: 13970893004951, 13970657740439, 11760573801751, 14788222345879.
Agent escalation	Tags tickets with `ollie_skipped` and assigns a random available agent when a request cannot be handled automatically.
Pre-defined responses	Maintains 31 templated response messages (`pkg/zendesk/responses.go`) for consistent automated replies across common support scenarios.

Cancellation macros

Applies one of four pre-defined Zendesk macros for cancellation scenarios based on the user’s float status (none, active, defaulted, or in retry). Macro IDs: 13970893004951, 13970657740439, 11760573801751, 14788222345879.

Agent escalation

Tags tickets with ollie_skipped and assigns a random available agent when a request cannot be handled automatically.

Pre-defined responses

Maintains 31 templated response messages (pkg/zendesk/responses.go) for consistent automated replies across common support scenarios.

See Zendesk Macros for macro IDs and the scenarios each one handles.