Support Operations

Support Operations covers ticket handling and knowledge-base article management.

Workspace Reference

Workspace	How Users Reach It	Main Actions
Ticket Operations	Support -> Tickets -> Ticket Operations	Use New Ticket, View Details, Change Status, Assign, Add Comment, and Record Satisfaction.
Knowledge Base	Support -> Knowledge Base -> Articles	Use New Article and maintain draft, published, or archived guidance.

Tickets

Open Support > Tickets > Ticket Operations to manage support tickets.

The ticket table shows ticket number, subject, status, priority, requester, category, assignee, comment count, and created date.

Creating A Ticket

Use New Ticket and complete the form.

Requester fields:

• Requester Name identifies who raised the issue.
• Requester Email stores the requester email and must be valid when entered.
• Requester Phone stores the requester phone contact.

Ticket fields:

• Subject is required and should summarize the issue.
• Description is required and should explain the problem clearly.
• Priority is required and drives urgency and SLA expectations.
• Category groups the issue for routing and reporting.
• Channel records how the request was received, such as Portal, Email, Phone, WhatsApp, or Chat.
• Ticket Type classifies the work as Request, Incident, Problem, Question, or Task.

Ticket Statuses

Ticket statuses include New, Open, In Progress, Awaiting Customer, Awaiting Third Party, On Hold, Resolved, Closed, and Cancelled.

Use status changes to show who is responsible for the next action. For example, use Awaiting Customer when the team cannot continue until the requester responds.

Row Actions

• View Details opens the full ticket detail dialog.
• Change Status updates the ticket status and records a note.
• Assign assigns or reassigns the ticket to a user and records a reason.
• Add Comment adds a public, internal, system, or resolution comment.
• Record Satisfaction captures a 1 to 5 rating and optional feedback.

Available actions depend on permissions.

Ticket Detail Review

The detail dialog summarizes the ticket with status, priority, ticket type, channel, requester, client, assignment, routing, quick facts, and SLA status.

Use the detail view to check:

• Whether response SLA is on track or breached.
• Whether resolution SLA is on track or breached.
• Who requested the ticket.
• Which client or related party is involved where applicable.
• Who owns the next action.
• Whether comments explain the investigation and resolution.

Comments

Comment types include:

• Public: customer- or requester-facing update.
• Internal: internal support note.
• System: system or process update.
• Resolution: final outcome or fix explanation.

Resolved and closed tickets should include enough detail for another user to understand what was done.

Satisfaction

Use Record Satisfaction after the issue is resolved or when feedback is received. The rating runs from 1 for very dissatisfied to 5 for very satisfied.

Satisfaction feedback helps identify repeated service problems and training gaps.

Knowledge Base

Open Support > Knowledge Base to manage reusable support articles.

The article table shows code, title, category, author, status, views, helpful count, and published date.

Use New Article to create guidance.

Important fields:

• Title is required and should be searchable.
• URL Slug is required and should be short and readable.
• Content is required and should answer the issue clearly.
• Category appears for published or archived articles.
• Status can be Draft, Published, or Archived.

Create or update articles when the same ticket reason appears repeatedly.

Common Mistakes

• Closing a ticket without a resolution comment.
• Leaving a ticket unassigned after creation.
• Using high priority for routine requests.
• Keeping a ticket in In Progress when the team is waiting for the customer.
• Creating knowledge-base articles with vague titles that users cannot search.