SLA

Set response and resolution posture by priority and customer care path.

WorkspaceSupportTickets and care

FindFast searchCustomers, licenses, invoices, actions

FlowSmoothFast handoffs and calm loading states

AvailableSLAShared navigation, appearance, keyboard access, and responsive behavior are active.

Support & Customer CareSLA

Set response and resolution posture by priority and customer care path.

Overview Tickets Queue Context Replies Notes Assignments SLA Saved Replies Knowledge Base Escalations Exports Reports Audit

Tickets1

customer requests

Open1

active tickets

Urgent0

priority work

Replies2

customer responses

SLA1

response rules

Audit21

care evidence

Customer contextTickets stay linked to customer, license, website, subscription, invoice, product, and delivery records.

Care workflowReplies, notes, assignments, priority, SLA, macros, escalation, and merge actions are persisted.

EvidenceReports, exports, search, and audit capture the support story for later review.

Care controlsWorking support controls with customer, license, billing, delivery, and audit context

RecordsSla

sla_key	ticket_key	priority	first_response_minutes	resolution_minutes	status
sla-27M	ticket-verification	urgent	60	480	active

ReadinessCare command state

1Tickets

1Open

1Macros

21Audit

Set response and resolution posture by priority and customer care path.

Support details SLA Key readouts, next actions, reports, recent activity, and settings for this screen.

Care deskUnifiedTickets, replies, notes, SLA, macros, and customer context stay together.

EntitlementPlan-awareSupport rights should resolve from product, plan, license, subscription, and customer state.

Customer loopRequiredPortal ticket creation and admin reply must become a real loop.

actionOpen ticketsReview open customer requests and status.Open the full workspace from the left menu when needed.

actionOpen queueReview priority, assignment, escalation, and SLA.Open the full workspace from the left menu when needed.

actionOpen customer contextReview customer license, billing, product, and portal context.Open the full workspace from the left menu when needed.

actionOpen saved repliesManage reusable replies and support guidance.Open the full workspace from the left menu when needed.

reportSupport reportTicket volume, status, SLA, assignments, customer context, and outcomes.Open the full workspace from the left menu when needed.

Support timeline/core/support-care/reportsTicket actions, replies, notes, assignments, escalations, and closure.

settingKnowledge baseHelp articles, links, and product-specific guidance.Open the full workspace from the left menu when needed.

settingMacrosSaved replies, support language, and care tooling.Open the full workspace from the left menu when needed.