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Support Workflows

🎫 Ticket Lifecycle​

  1. New: Customer emails support@ or submits in-app.
  2. Triage: L1 Support categorizes (Billing, Tech, General).
  3. In Progress: Agent working on resolution.
  4. Escalated: L2/L3 Engineering required (Bug fix).
  5. Resolved: Customer confirmed fix.
  6. Closed: No activity for 7 days.

📞 Channels​

  • Email: 24h response time.
  • In-App Chat: Live during business hours (8 AM - 6 PM).
  • Phone: Premium partners only.