Roadmaps age badly, so this one is deliberately short and deliberately vague about dates. It covers what is being worked on now, what is queued behind it, and what we have decided against for the moment.
In progress
Knowledge base integration
The most valuable ticket is the one that never opens. There is no knowledge base in Zextra yet, the work is building one, and then surfacing the relevant article at the moment a member is opening a ticket, so the common question gets answered before it becomes a thread.
Transcripts
Zextra stores no message content today: a ticket links to its Discord thread and that is where the conversation lives. Whether transcripts should exist at all is genuinely open (copying conversations out of Discord is a real privacy decision, not just a feature), and if they do, they need to be readable, keep attachments intact, and be searchable after the fact.
Queued
- Mobile-first dashboard management, since a lot of moderation happens on a phone.
- Saved replies with variables, for the answers that are almost the same every time.
- Scheduled reports, so the weekly analytics review happens without anyone remembering to open a tab.
- Per-panel staff schedules, so the escalation rule knows who is actually on duty.
Not planned right now
Ticket priority levels are also off the list. In practice they get set once at open, never updated, and quietly become noise. Routing to the right team is a better answer to the same problem.
Influencing the order
The order changes based on what people ask for in the Discord. Specific requests move faster than general ones: "transcripts should keep image attachments" is actionable in a way that "transcripts should be better" is not.