Support and Notifications

This flow explains how customers communicate with support teams and receive platform announcements.

What customers can do

Open support tickets with priority and description
Continue two-way conversations with support staff
Track ticket status changes
Read targeted announcements
Configure notification preferences (such as email categories)

Ticket lifecycle

flowchart TD
    open[UserCreatesTicket] --> waitingAdmin[StatusOpen]
    waitingAdmin --> adminReply[AdminReplies]
    adminReply --> waitingUser[StatusPending]
    waitingUser --> userReply[UserReplies]
    userReply --> waitingAdmin
    waitingAdmin --> resolved[AdminMarksResolved]
    resolved --> closed[AdminOrUserClosesTicket]

Ticket handling rules

Ticket belongs to the user who opened it.
Both sides can communicate while ticket is open or pending.
Closed tickets are archived for workflow completion.

Announcements

Announcements are broadcast messages targeted by user segment and priority.

Pinned announcements are shown first.
Priority helps users identify urgency.
Users only see announcements for groups they belong to.

Notification preferences

Users can control notification settings for available categories (for example: security, marketing, service reminders) based on your enterprise policy.

What customers cannot do

Access tickets that belong to another user
Continue sending messages on closed tickets
See announcements outside their targeting scope
Edit admin-authored support messages

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