Docs/Support/Support cases

Support cases

Each case has a unique number (SUP-YEAR-XXXXXXXX), status, priority, and category.

Statuses

open, waiting_for_support, waiting_for_customer, in_progress, resolved, closed.

Public replies drive the workflow automatically:

  • Employee public reply ? waiting for customer
  • Customer reply ? waiting for support
  • Reply after resolved ? reopens (customer ? waiting for support, employee ? waiting for customer)
  • Closed cases cannot receive new replies or attachments

Activity

Cases track last_activity_at and last_activity_by, updated on replies, status changes, assignment, attachments, and internal notes.

Search matches case number, subject, description, conversation message text, and attachment file names (ILIKE). Filters include status, priority, category, and assignee.

Access

Tenant users create/read/reply/close their tenant’s cases. Platform staff use the cross-tenant queue (support:case:queue:read) and assign/update/resolve permissions.