const ticket = await api.open({
  type: "incident",
  priority: "high",
  sla: "T+2h"
});
// sync → queue → notify
if (ticket.id) {
  await mailer.send(ticket);
  logger.info("opened", ticket.id);
}

SELECT id, status, company_id
FROM tickets
WHERE status IN ('open','in_progress')
ORDER BY created_at DESC;
-- index: idx_tickets_status
-- latency: 12ms

{ "service": "helpdesk",
  "build": "2.4.1",
  "nodes": 3,
  "uptime": "99.98%",
  "queue": ["smtp", "imap"]
}