Docs/Support/Support cases

Support cases

Product version: 1.0.0+1 Last updated: 2026-10-02 Audience: Organization owners, organization members, and SanadiqCloud platform staff

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:

  • Staff public reply → waiting for customer
  • Customer reply → waiting for support
  • Reply after resolved → reopens (customer → waiting for support, staff → waiting for customer)
  • Closed cases cannot receive new replies or attachments

Closing a case

A member can close a case they opened. Other members of the organization cannot close it, even with the close permission. Platform staff can close any case. Closing or resolving a case ends any support access tied to it.

Activity

Cases track last_activity_at and last_activity_by, updated on replies, status changes, assignment, attachments, and internal notes. Lists show the most recently active cases first.

Search matches case number, subject, description, conversation message text, and attachment file names. Filters include status, priority, category, and assignee. Results are paged.

Access

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