Documents, Notifications & Support

7. Internal Support Portal and Team Management

The internal side of Support gives staff the tools to triage and resolve what customers raise. The SupportDashboard provides an overview, while SupportTickets and SupportTicketDetail are where agents do the work. From these views agents can assign a ticket, set priority levels and ultimately resolve it.

Staffing is handled through SupportTeam management, which defines the team that handles tickets. At the platform level, the super-admin console additionally offers a Manage Support Staff capability, reflecting that support personnel can be governed both within an organisation and across the platform.

From raised to resolved

1. A customer ticket arrives and appears for the support team.
2. An agent assigns it, sets a priority level to reflect urgency, and investigates.
3. The agent records internal notes for context and sends public replies to the customer.
4. Once addressed, the agent marks the ticket resolved.

The internal portal and the customer-facing pages are two views of the same tickets: a customer sees their own tickets and public replies, while agents see the dashboard, assignment, priority and internal notes. This shared-ticket design, together with priority and assignment controls, is what turns individual customer requests into a managed queue the support team can work systematically.