Operations
Support tickets
Tickets come from the Support tab, from questions and feedback sent to the bot, and from external systems. Each one is routed to whoever is on call and triaged by the support persona before a human has to look.
A ticket
| Number | a human-readable identifier such as SUP-001 |
|---|---|
| Severity | low, medium or high |
| Kind | support, question (a bot question queued for a human) or feedback |
| Status | open, acknowledged, in progress, resolved, closed |
| Assignee | set automatically to the current on-call primary |
| External reference | an ID from an outside system so follow-up comments update one ticket instead of creating duplicates |
What happens when one opens
- The ticket is posted in the support room from the bot chosen for that team, mentioning primary and secondary so everyone sees who is covering.
- The on-call escalation chain starts: primary immediately, backup after five minutes, room and WhatsApp after fifteen.
- The support persona, if it has training text, receives read-only context about the submitter (last seven days of attendance, strikes, recent audit events) and returns either a short resolution or exactly one clarifying question, and may also message the submitter.
- Errors reported in a general room can be auto-triaged by probing your connected cloud platform and escalating with the finding.
Working a ticket
- Comments are threaded on the ticket with the author and time.
- Moving to acknowledged or resolved posts an automated notice in the support room.
- The submitter receives a push notification on every status change if they installed the app.
- Average response time (open to acknowledged) and counts per status are on the support metrics.
Credit
Support load handled feeds the Responsibility pillar, and credit goes to the person who actually resolved the ticket. A person with no support load is not scored on the pillar at all.