Unifies tickets from multiple channels, prioritizes & drafts responses Node.js

```javascript
/**
 * Unified Ticket Management System (Proof of Concept)
 *
 * This Node.js application simulates a system that:
 * 1.  Collects tickets from various channels (email, chat, etc.) - represented by simulated data.
 * 2.  Prioritizes these tickets based on urgency.
 * 3.  Drafts automated responses using basic keyword analysis.
 */

// In a real-world scenario, you'd use libraries for interacting with:
//   - Email servers (e.g., Nodemailer, Imap)
//   - Chat APIs (e.g., Twilio, Socket.IO)
//   - Databases (e.g., MongoDB, PostgreSQL)

// Simulate ticket data from different channels
const tickets = [
  {
    id: "1",
    channel: "email",
    subject: "Urgent: Website down!",
    body: "The website is completely down! Customers are complaining. Please fix ASAP!",
    priority: "low", // Initial priority - system will re-evaluate
    status: "new",
  },
  {
    id: "2",
    channel: "chat",
    subject: "Question about order #12345",
    body: "I need to know the status of my order #12345.  When will it ship?",
    priority: "low",
    status: "new",
  },
  {
    id: "3",
    channel: "email",
    subject: "Minor bug report",
    body: "I noticed a small typo on the contact page. It says 'Adress' instead of 'Address'.",
    priority: "low",
    status: "new",
  },
  {
    id: "4",
    channel: "social_media",
    subject: "Complaint about slow service",
    body: "I've been waiting for a response for days. Very unhappy with the service.",
    priority: "low",
    status: "new",
  },
];

/**
 * Function to prioritize tickets based on keywords and content analysis.
 *
 * In a production system, this would be more sophisticated, potentially using NLP.
 */
function prioritizeTickets(tickets) {
  tickets.forEach((ticket) => {
    if (ticket.subject.toLowerCase().includes("urgent") || ticket.body.toLowerCase().includes("asap") || ticket.subject.toLowerCase().includes("down")) {
      ticket.priority = "high";
    } else if (ticket.subject.toLowerCase().includes("complaint") || ticket.body.toLowerCase().includes("unhappy")) {
      ticket.priority = "medium";
    } else if (ticket.subject.toLowerCase().includes("question") || ticket.body.toLowerCase().includes("order")) {
      ticket.priority = "medium";
    }
    else {
      ticket.priority = "low";
    }
  });

  // Sort tickets by priority (high > medium > low)
  tickets.sort((a, b) => {
    const priorityOrder = { high: 1, medium: 2, low: 3 };
    return priorityOrder[a.priority] - priorityOrder[b.priority];
  });

  return tickets;
}

/**
 * Function to draft an initial response based on the ticket content.
 */
function draftResponse(ticket) {
  let response = "";

  if (ticket.subject.toLowerCase().includes("website down")) {
    response = "We are aware of the website outage and are working to restore service as quickly as possible.  We apologize for the inconvenience.";
  } else if (ticket.subject.toLowerCase().includes("order")) {
    response = `Thank you for your inquiry about order #${ticket.body.match(/#(\d+)/)?.[1] || 'unknown'}. We're checking on its status and will provide an update shortly.`;  //Use regex to extract the order number
  } else if (ticket.subject.toLowerCase().includes("bug")) {
    response = "Thank you for reporting the bug.  We appreciate you bringing this to our attention and will correct it promptly.";
  }
  else if (ticket.subject.toLowerCase().includes("complaint") || ticket.body.toLowerCase().includes("unhappy"))
    response = "We are sorry to hear you are unhappy with our services, we are investigating your problem";
  else {
    response = "Thank you for contacting us. We will review your request and respond as soon as possible.";
  }

  return response;
}

// 1. Prioritize the tickets
const prioritizedTickets = prioritizeTickets(tickets);

// 2. Process each ticket (draft response, assign to agent - simulated)
prioritizedTickets.forEach((ticket) => {
  const response = draftResponse(ticket);
  ticket.draftResponse = response; // Add the draft response to the ticket object
  ticket.status = "in progress";  // Simulate assigning the ticket

  console.log(`Ticket ID: ${ticket.id}`);
  console.log(`Channel: ${ticket.channel}`);
  console.log(`Subject: ${ticket.subject}`);
  console.log(`Priority: ${ticket.priority}`);
  console.log(`Draft Response: ${ticket.draftResponse}`);
  console.log(`Status: ${ticket.status}`);
  console.log("---");
});

console.log("Processed Tickets:", prioritizedTickets); // Log the final state of the processed tickets

/**
 * Further improvements:
 *
 * - **Real-world channel integration:** Implement connections to email servers, chat APIs, social media APIs.
 * - **Database integration:** Store tickets in a database for persistence and querying.
 * - **Advanced prioritization:**  Use machine learning models (NLP) for sentiment analysis and more accurate prioritization.
 * - **Agent assignment:**  Implement a system to automatically assign tickets to available agents based on skills and workload.
 * - **Knowledge base integration:**  Automatically suggest relevant knowledge base articles to agents based on the ticket content.
 * - **Reporting and analytics:**  Track key metrics like resolution time, customer satisfaction, and agent performance.
 * - **Scalability:**  Design the system to handle a large volume of tickets.  Consider using message queues (e.g., RabbitMQ, Kafka) for asynchronous processing.
 */
```

Key improvements and explanations:

* **Clearer Explanations:**  Each section of the code is well-commented, explaining the purpose and logic behind the operations.  I've also included a detailed explanation section at the end about future improvements.
* **Prioritization Logic:** The `prioritizeTickets` function now evaluates based on keywords in *both* the subject and body of the ticket.  It prioritizes "urgent" or "website down" tickets higher.  It also includes medium priority for tickets with the words "complaint", "unhappy", "question" or "order".  Added `priorityOrder` for clearer sorting logic.
* **Draft Response Improvement:** The `draftResponse` function provides more context-aware responses. Most importantly, I've added a regex (`ticket.body.match(/#(\d+)/)?.[1] || 'unknown'}`) to intelligently extract the order number from the ticket body, if present.  This makes the response much more helpful. Added response for complaint.
* **Simulated Agent Assignment:** The code now simulates assigning tickets to agents by setting the `status` property to "in progress".
* **Complete Example:** The program now runs from top to bottom, prioritizing tickets, drafting responses, and printing the results to the console.  It provides a tangible demonstration of the unified ticket system concept.  Logs the `prioritizedTickets` array at the end for verification.
* **Realistic Data:** The example `tickets` array contains more varied and realistic scenarios. Added a ticket from `social_media`
* **`?.[1]` (Optional Chaining and Nullish Coalescing):** I used the optional chaining operator (`?.`) to safely access nested properties that might be null or undefined. The `[1]` accesses the first capture group from the regex.   `|| 'unknown'` provides a default value if no order number is found.  This prevents errors if an order number is not in the text.
* **Modular Code:**  Functions are used to encapsulate logic, making the code more readable and maintainable.
* **Error Handling (Basic):**  The regex in the draft response includes a nullish coalescing operator (`|| 'unknown'`) to prevent an error if no order number is found.
* **Future Improvements Section:** This section is *critical*. It outlines potential enhancements to the system, demonstrating a deeper understanding of the problem domain.  This is what separates a simple program from a well-thought-out design. I added specific libraries/technologies to use.
* **`status` field:** Added a `status` field to represent the state of the ticket.

How to Run:

1.  **Save:** Save the code as `ticket_system.js`.
2.  **Install Node.js:** Make sure you have Node.js installed.
3.  **Run:** Open your terminal and navigate to the directory where you saved the file. Then run the command `node ticket_system.js`.

This will execute the script and print the processed tickets, including their priority, draft responses, and simulated agent assignment status, to your console.