Documents, Notifications & Support

6. Customer-Facing Support

The Support module has a customer-facing side built around raising and tracking tickets. A customer creates a ticket on the CreateTicketPage, reviews everything they have raised on MyTicketsPage, and works a single ticket through the TicketDetailPage.

The ticket detail view distinguishes between two kinds of response. A public reply is communication intended for the customer, while an internal note is visible to support staff only. This split lets agents record context, caveats or handover notes without exposing them to the person who raised the ticket. Tickets can also carry attached documents, reusing the platform's attachment capability so screenshots, logs or files can accompany the conversation.

Typical customer journey

1. The customer opens CreateTicketPage and describes the issue, optionally attaching documents.
2. They track open and historical tickets from MyTicketsPage.
3. On TicketDetailPage they read public replies from support and add follow-up information.

Because attachments flow through the same document-attachment mechanism used elsewhere, a support conversation can be enriched with evidence without a separate upload system. The public-reply versus internal-note distinction is the key design element that makes a single ticket serve both as a customer communication channel and as an internal working record for the support team.