Support Overview

Support helps teams receive, route, resolve, and review customer or internal service issues. It combines ticket handling, SLA tracking, assignment, comments, satisfaction feedback, and knowledge-base articles.

Main Areas

• Configuration: ticket categories, priorities, and SLA policies.
• Tickets: customer or internal support requests.
• Knowledge Base: reusable support articles for common questions and repeat issues.

Workspace Reference

Workspace	How Users Reach It	What Users Usually Do There
Support Configuration	Support -> Setup -> Configuration	Configure Categories, Priorities, and SLA Policies.
Ticket Operations	Support -> Tickets -> Ticket Operations	Use New Ticket, view details, change status, assign, add comments, and record satisfaction.
Knowledge Base	Support -> Knowledge Base -> Articles	Use New Article to document reusable support answers.

Operating Model

A typical support flow is:

1. Configure categories, priorities, and SLA expectations.
2. Create or receive a ticket.
3. Categorize and prioritize the issue.
4. Assign the responsible user.
5. Add public, internal, system, or resolution comments as work progresses.
6. Change status as responsibility or outcome changes.
7. Resolve, close, or reopen according to the support process.
8. Record satisfaction feedback where applicable.
9. Convert repeat answers into knowledge-base articles.

Why Support Data Quality Matters

Support records are used to prove what was reported, who handled it, when responses were due, whether SLA was breached, and how the issue was resolved. Weak ticket notes make it difficult to defend service quality or learn from recurring problems.

Good Practice

• Use clear subjects and detailed descriptions.
• Set the correct priority at capture time.
• Assign tickets to a responsible user as early as possible.
• Add comments whenever responsibility, status, or customer communication changes.
• Use resolution comments before closing tickets.
• Create knowledge-base content for repeat issues.