Video Consultations

TicketPro supports same-app team and client video consultations without requiring a bundled third-party media server. Team-lead approval is required for normal users. Admin users can create approved consultations directly.

Approval Rules

• Team and client consultations can be requested from the ticket detail page.
• If a team lead is configured, that lead approves the consultation.
• If no team lead is configured, an admin becomes the approval owner.
• Admin-created consultations do not wait for approval; they are approved immediately.
• External meeting links are only required when the provider dropdown is set to an external provider.

Room Reliability

• The room shows a pre-join check for browser support, secure context, camera, microphone, and recording support.
• Connection states are visible as ready, joining, connected, reconnecting, failed, or left.
• A reconnect button retries local media and signaling if a participant gets stuck.
• Presence heartbeats clean stale participants so old sessions do not block the room.
• If signal polling fails, the room shows a retrying state instead of implying the consultation failed. Reconnect can retry local media and signaling.
• Leave returns to the same-app page that opened the conference, or to the source ticket when no safe previous page is available.

Completion Handoff

• Only approved consultations can be completed.
• Clicking Complete asks for confirmation before changing the consultation state.
• After completion, the request is removed from the active list in the Video tab.
• The completed consultation remains in the Conversation tab as explicit completed history.
• Recordings remain governed through Case Files; completion does not publish private recordings to requesters.

Recordings

• Admins and team leads can record approved internal consultations.
• The room shows elapsed recording time, upload state, saved state, and failure state.
• The app warns before navigation while recording is active.
• Recordings are stored as ticket video consultation recordings and also indexed in Case Files.
• On finalized tickets, recording upload/delete and consultation changes require an admin-approved edit window.

Audit Events

Room audit logs capture join, leave, reconnect, recording started, recording uploaded, recording failed, device errors, and signal errors. These events are visible from the room audit panel and available to admins for operational review.