How do users get help?
They diagnose and raise a ticket inside the product.
01What it is
The in-product support system. Users can diagnose an issue and raise a ticket; operators classify and handle tickets from a dedicated console.
02Why it matters
Users need help without leaving the product, and the team needs a place to run support well. Both come built in.
03How it works
Diagnose flows and ticket creation sit in the product; tickets are classified and worked from the operator console.
04How to use it
- As a user, diagnose an issue or raise a ticket in the product.
- As an operator, classify and handle it from the console.
- As an operator, to check that the protections are on, open Security events under Health. The cards under Protections switched by a secret say, for operator two-step verification, operator access grants, member two-step verification and the support assistant, whether each is on and what that means.
05Q&A
How is support run?
From a built-in operator console.
06Limits & not-yet
The governance phase of the support system is deferred.
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