Project setup and roles
Platform admin creates the organization; org admin adds users and agents.
- Platform admin creates the organization and its admin.
- Org admin creates users, agents, and services as needed.
- Agents work tickets from the staff ticket list.
Ticket lifecycle
Statuses: Open, In progress, Waiting on user, Waiting on support, Closed.
- The user opens a ticket with a description and attachments.
- The agent replies, assigns a follower, and updates status.
- If more info is needed, status becomes waiting on the user.
- When resolved, the ticket is closed.
User request process
Create a request, read agent replies, and send more details if asked.
- Open the user panel and create a ticket from New request.
- Add details, the related service, and files.
- Follow replies in the same ticket and answer if asked.