Support System Overview

The Support System is the central communication hub within REACTOR that connects users with the platform support team and development staff. It provides a structured, trackable way to report issues, request features, ask questions, and ensure all platform-related matters receive proper attention and resolution.

Unlike ad-hoc communication methods like email or chat, the Support System ensures that every request or issue is logged, tracked, and managed through a complete lifecycle from initial report to final resolution.

Purpose and Philosophy

The Support System exists to:

• Ensure Accountability: Every issue or request is tracked with clear ownership and status
• Maintain Visibility: All stakeholders can see the progress of tickets through the system
• Enable Prioritization: Support team can organize and prioritize work based on urgency and impact
• Create Knowledge Base: Historical tickets serve as a reference for common issues and solutions
• Facilitate Collaboration: Multiple parties can contribute to resolving complex issues
• Track Metrics: System performance and response times can be measured and improved

This structured approach ensures that nothing falls through the cracks and that users receive consistent, professional support for all platform-related matters.

What is a Support Ticket?

A support ticket is a standardized record that represents a single issue, request, question, or task related to the REACTOR platform. Each ticket contains:

• Title: A brief description of the issue or request
• Description: Detailed information about the matter
• Type: Classification (Error, Improvement, Adjustment, Layout, Content, Question, Other)
• Priority: Urgency level (Low, Medium, High, Critical)
• Status: Current state in the workflow (Open, Triage, In Progress, Resolved, Closed, etc.)
• Assignee: Support team member responsible for the ticket
• Module: Which part of the platform it relates to (optional)
• Comments: Conversation history between user and support team
• Timestamps: Creation, updates, and resolution dates

Key Features and Capabilities

Customizing your board

Use the Columnsbutton in the board view header to choose which status columns are visible. You can set different column layouts for each tab, so Needs Action, Blocked & Waiting, and Resolved can each emphasize the work you care about most.

• Per-tab overrides: Column visibility is remembered separately for each tab.
• Reset to tab default: Restore the built-in column layout for the current tab at any time.
• View Memory: Your board preferences persist through View Memory using STO> slots 1/2/3.

The Support Workflow

Support tickets follow a structured workflow designed to ensure thorough handling:

1. Creation: You create a ticket describing your issue, request, or question. The ticket is automatically assigned status "Open".
2. Triage: Support team reviews the ticket, categorizes it, and determines priority and assignment.
3. Investigation/Work: Support team investigates the issue or works on the request. Status becomes "In Progress" or "Waiting Feedback" if they need information from you.
4. Resolution: Issue is fixed or request is fulfilled. Status becomes "Resolved" pending your confirmation.
5. Closure: You confirm the resolution is satisfactory, or the ticket auto-closes after a period. Status becomes "Closed".

Throughout this process, you can add comments, ask questions, provide additional information, or request clarification. The complete history is preserved for reference.

When to Use the Support System

The Support System is appropriate for any platform-related matter that requires attention from the support or development team:

Accessing the Support System

The Support System is available from Command Center (organization admins) and Control Panel (personal tickets). Navigate to Admin → Support to access the support interface.

Once there, you have access to:

• All Your Tickets: View every ticket you've created in one place
• Ticket Creation: Create new tickets using the "New Ticket" button or inline table editing
• Advanced Filtering: Filter by status, priority, module, assignee, or date range
• View Switching: Toggle between board view (kanban) and list view (table)
• Ticket Details: Click the pop-out icon to open the ticket drawer with full details
• Quick Actions: Update status, add comments, or attach files directly from the interface

Best Practices for Getting Help

To help the support team resolve your tickets quickly and effectively:

• Be Specific: Provide clear, detailed descriptions of the issue or request
• Include Context: Mention what you were trying to do when the issue occurred
• Add Steps to Reproduce: For bugs, include step-by-step instructions to reproduce the problem
• Attach Screenshots: Visual evidence helps support team understand issues quickly
• Set Appropriate Priority: Use Critical only for urgent, blocking issues
• Specify Module: Indicate which part of the platform the ticket relates to
• Follow Up: Respond promptly when support team asks questions or requests information
• One Issue Per Ticket: Create separate tickets for different issues to track them independently

Getting Started

Ready to use the Support System? Here's how to get started:

1. Navigate to Command Center → Support for organization ticket management
2. Review existing tickets to see if your issue has already been reported
3. Create a new ticket if needed - use the "New Ticket" button or start typing in the empty table row
4. Fill in all relevant information and set appropriate type and priority
5. Submit the ticket and monitor its progress through the workflow

For detailed instructions on creating tickets and understanding the workflow, see the related articles below.