Support centre: questions and tickets

Ask the assistant how something works; open a ticket when something is wrong. Managers handle tickets with the AI's triage beside them.

Ask first

Support in the sidebar has an assistant box. It answers from these help docs, on your own server, and links the section it used. When it is not sure, or the question sounds like a fault, it says so and points you to a ticket.

Open a ticket

1. Subject in one line, the category and how urgent it is (urgent = you cannot call or log in).
2. What you did, what you expected, what you saw — name the lead or the call time when there is one.
3. The AI reads it first: it writes a summary, the likely cause, steps and a draft reply for the handler. Managers and admins are notified.
4. A person answers. You get a notification on every reply; reply back from the ticket. Mark it closed when it is fixed.

Handling tickets (managers, admins)

• The queue shows open tickets first with the AI's one-line summary; filter by status and category, or tick 'mine'.
• On a ticket: status, priority, category and handler at the top; the triage panel on the right with 'Insert AI draft' into the reply box; internal notes the requester never sees.
• Replies go out only when a person sends them. Settings → Support: auto-reply posts the AI's draft as the first answer when it is at least 75% sure.
• Resolved tickets of the same category feed the next triage as known fixes, so the desk's own answers improve it.

Nothing about a ticket leaves the server. The assistant knows only these docs and the ticket text — it cannot see recordings, money or another person's data.