- Support Page — Documentation
 

- What is the Support Page?
 

The Support Page is a full-scale customer support and internal helpdesk system built inside your Biz1 platform.
Its main purpose is to capture, organize, prioritize, assign, track, and resolve issues raised by customers, internal users, or system events — all from one centralized interface.
 

This page is not just a list of tickets.

It is a live operational control center for customer service, technical support, and internal issue handling.
 

- Why the Support Page Exists (Purpose)
 

In growing organizations, support requests come from many places:
 

• Customers facing issues

• Internal staff needing help

• Orders or payments with problems

• System or automation failures

• Follow-ups from emails, WhatsApp, or forms
   

The Support Page exists to:
 

✔ Prevent requests from being lost
✔ Ensure accountability (who handles what)
✔ Prioritize urgent problems
✔ Track deadlines and resolution time
✔ Provide visibility to managers
✔ Improve customer satisfaction
 

- What the Support Page is Used For
 

- 1. Customer Support Management
 

• Handle customer complaints

• Track technical or billing issues

• Respond to service requests

• Maintain history of customer problems
   

- 2. Internal Helpdesk
 

• IT or system issues

• Internal task follow-ups

• Employee support tickets
   

- 3. Operational Monitoring
 

• See how many tickets are open

• Identify overdue or critical issues

• Measure team workload
   

- 4. Accountability & Control
 

• Assign tickets to team members

• Track who created and who resolved a ticket

• Maintain a clear audit trail
  
   

  - Why the Support Page Is Needed
   

  As organizations grow, support requests increase in volume and complexity. Without a structured system, issues get lost, responsibilities become unclear, and customers feel ignored. The Support Page exists to eliminate chaos and replace it with a predictable, transparent workflow.
   

  Every ticket created on this page ensures:
   

• Someone is responsible

• A deadline is defined

• This directly improves customer satisfaction, internal efficiency, and management visibility.
  
   

  ⭐ Urgency System (Priority Control)
   

  Urgency uses a 1–5 star system:
   

• ⭐ Very Low – informational

• ⭐⭐ Low – no rush

• ⭐⭐⭐ Medium – normal work

• ⭐⭐⭐⭐ High – needs fast action

• ⭐⭐⭐⭐⭐ Critical – business-impacting
  
  
  - Why this is important:
  
  Support teams should not work in random order. Urgency ensures important issues are handled first.
  
  
   

  - Status System (Lifecycle Tracking)
   

  Each ticket moves through statuses like:
   

• Opened

• In Progress

• Pending

• Resolved

• Closed
  
  
  Statuses are:
  
  ✔ Visually color-coded
  ✔ Clickable
  ✔ Used for filtering & reports
  
  This creates a clear ticket lifecycle, from problem creation to final resolution.
  
  
   

  - Due Date – Time Discipline
   

  The due date column ensures:
   

• No ticket stays forgotten

• SLA-like behavior

• Clear expectations for resolution
   

  Managers can instantly spot:
   

• Overdue tickets

• Upcoming deadlines
  
  
   

  - Team Member Assignment
   

  Each ticket can be assigned to:
  
   

• A specific support agent

• A department/team member
  
  
  This provides:
  
  ✔ Ownership
  ✔ Accountability
  ✔ Balanced workload
  
   

  - Communication Integration
   

  The Support Page is connected to:
   

• Chat system

• WhatsApp

• Email

• Notifications
  
   

  The right floating sidebar allows:
   

• Quick contact access

• Instant conversations

• No need to leave the ticket context
  
  
   

  - Notifications & Badges
   

  Real-time updates include:
   

• New ticket notifications

• Unread ticket count

• Status change alerts

• Assignment notifications
  
  
  This keeps everyone aware and responsive.
  
  
   

  - Related & Connected Modules
   

  The Support Page does not work alone. It is tightly linked with:
   

•  Customers – ticket context

•  Orders – order-related issues

•  Files – attachments & evidence

•  Calendar – due dates & planning

•  Email & WhatsApp – communication

•  Reports – performance analytics

•  Time Tracking – workload visibility
  
  
   

  - Reporting & Analysis (Indirect but Powerful)
   

  Support data feeds into reports:
   

• Number of tickets per period

• Average resolution time

• Agent workload

• Urgency distribution

• Open vs closed ratio
  
  
  This helps management:
  
  ✔ Improve processes
  ✔ Allocate resources
  ✔ Measure service quality
  
  
   

  - Real-Life Use Case Example
   

  A customer reports a payment issue
  
  → Ticket is created
  → Urgency set to ⭐⭐⭐⭐
  → Assigned to billing team member
  → Due date set for today
  → Status updated to “In Progress”
  → Customer contacted via WhatsApp
  → Issue resolved
  → Ticket closed

  
  Everything is tracked, visible, and auditable.
  
  
   

  - Final Understanding
   

  The Support Page is a mission-critical operational module.
  
  It ensures no issue is missed, no responsibility is unclear, and no customer is ignored.

  
  
  It transforms support from chaos into a structured, measurable, and scalable system.