Tech Support
In-site support ticket inbox — accept, triage, note, resolve, and archive requests without leaving the admin.
What It Does
Tech Support runs the ticket lifecycle end to end. Users (or you) submit a ticket through a modal widget; tickets land in the inbox with categories, affected areas, and agent assignments; staff triage, add notes, verify, and resolve; resolved tickets bulk-archive on demand. Agent Library integration auto-assigns a triage agent and category-specific specialists to every new ticket.
Getting Started
- Open Tech Support to see the ticket dashboard.
- Click a ticket to open its detail view: description, categories, assigned agents, notes, and status.
- Use Update Status to move a ticket through its lifecycle (open → in progress → resolved).
- Add notes to track back-and-forth or troubleshooting steps.
- When done, mark Resolved. Bulk-archive resolved tickets periodically to keep the inbox clean.
Ticket Inbox & Archive
Active tickets live at admin/data/support_tickets/inbox/. Archived tickets move to admin/data/support_tickets/archive/. The archive stays fully searchable — nothing is ever really deleted unless you use the permanent-delete action.
Triage with Agents
Every new ticket gets a triage agent plus category-specific specialists pulled from the Agent Library. You’ll see assignments on the ticket detail view. This is the hook for AI-assisted triage via AgentScheduler — the agents’ job is to categorize, propose next steps, and flag similar past tickets.
Similar Tickets & Linking
When you open a ticket, the system surfaces similar past tickets so you can check if it’s a known issue. Use Inter-ticket linking to tie related tickets together — useful when one fix resolves multiple reports or when a follow-up spawns a new ticket.
Gotchas / Tips
- Soft delete moves a ticket aside; permanent delete removes it for good. Prefer soft delete unless you’re scrubbing test data.
- Bulk archive only touches resolved tickets — it’s safe to run anytime.
- If the dashboard looks stale, run Rebuild Index to rescan the inbox folders.
- The widget submits tickets even for not-logged-in users — configure your CTA accordingly.
- Tickets are flat JSON files — you can grep the inbox folder if the search UI ever falls short.