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Technical Support Handling

The Technical Support menu at the bottom of the left sidebar (Notice Board / FAQ / 1:1 Admin Inquiry) is a "questioning channel" for end users but a handling / publishing channel for administrators. This chapter covers how admins operate these three areas.

Refer to User Manual · Technical Support for basic usage (screen layout, filters, search, CTA). This chapter focuses on authoring, handling, and status transitions — actions that require admin permissions.

Notice Board (Authoring)

Where you publish system notices to users.

Admin-side Notice Board — publishing screen with create, pin, and tag controls

Permissions and Behavior

  • Create / update / delete: requires main.support-notice:manage or higher
  • The tag value drives the user-side filter (all / notice / update / maintenance / event) directly — misclassification hides the notice from users.
  • Toggling Pinned surfaces the notice at the top of the user list.
  • New notices automatically populate the dashboard Latest Updates widget (visible to all users, most recent 3).

Authoring Notices

  1. Publish maintenance notices at least 24h before the window — tag = maintenance, with maintenance time and impact scope at the top of the body.
  2. Always pin high-impact changes — outages, session resets, policy changes
  3. Edit existing notices for follow-ups, don't stack new ones — reduces notification fatigue
  4. One meaning per tag — share team-internal definitions: update = product update, event = campaigns, notice = general
  5. Write titles / leads from the user's POV — the first line is what shows on the dashboard widget; prefer outcome-oriented phrasing like "X feature changed" / "Y maintenance scheduled"

FAQ (Authoring)

Where you promote repeated 1:1 inquiries into self-service entries to reduce response load.

Admin-side FAQ Management — register, edit, and categorize FAQ entries

Permissions and Behavior

  • Create / update / delete: requires main.support-faq:manage or higher
  • Six categories (GENERAL / ACCOUNT / BILLING / TECHNICAL / USAGE + OTHER) — map directly to the user-side category filter
  • Default sort is by view count (same data source as the dashboard FAQ widget)

Authoring FAQ Entries

  1. Promote after 3+ similar 1:1 inquiries — if similar category/symptom inquiries arrive 3+ times, register as FAQ
  2. Write answers in second-person, procedural form — "Click X in the sidebar, then press Y" so users can follow exactly
  3. Use exact menu paths and button names — match the actual UI strings (e.g., quote "New inquiry" verbatim)
  4. Share new FAQ entries via internal channels right after publishing — without initial views the entry won't surface on the dashboard widget; bootstrap views via internal posts
  5. Quarterly / semi-annual FAQ review — verify screenshots and paths are still valid; archive low-traffic items

1:1 Admin Inquiry (Handling)

Where you receive, process, and answer user inquiries. The most direct channel — SLA, routing, and answer quality directly impact user satisfaction.

Admin-side 1:1 Inquiry Management — user inquiry queue, status-stat cards, and reply controls

Permissions and Behavior

  • Handling: requires main.support-qna:manage or higher
  • State transitions: PENDING → PROCESSING → ANSWERED → COMPLETED
    • PENDING: default state immediately after user submission
    • PROCESSING: manual transition when handling begins — signals "in progress" to other admins
    • ANSWERED: automatic transition after reply body is posted
    • COMPLETED: state after the user confirms (user-side action)
  • Secret: only the author and the assigned admin can read the body — use for inquiries with sensitive data (tokens, internal URLs, customer identifiers)
Category Primary Handler Notes
BUG Dev operator Secure reproduction steps and logs first, then route to issue tracker
FEATURE Product owner Do not answer immediately; reply after review with quarterly roadmap decision
QUALITY Model operator Inspect prompts and model config (see LLM settings chapter)
DATA Data owner Verify collection / embedding sync and permissions
POLICY Governance owner Decide whether AI governance policy needs to change
USAGE Tier-1 operator Answer if possible; promote to FAQ if recurring

Handling Workflow

  1. Review the PENDING queue at least daily — SLA impact (P2/P3 inquiries: first response within one business day)
  2. Switch to PROCESSING immediately when handling starts — prevents duplicate handling by two admins
  3. Write answers from the user's POV — order: menu path + button name + expected result
  4. Use secret-reply for inquiries with sensitive info — secret inquiries auto-flag replies as secret
  5. 3+ similar patterns → promote to FAQ — see FAQ operations guide above
  6. Route policy/feature change matters to a separate tracker — don't close in 1:1; reply with the tracker ID so the user has progress visibility

To monitor operations quality, track these weekly/monthly:

  • Time to first response — average elapsed time from PENDING → PROCESSING
  • Time to resolution — average elapsed time from PENDING → ANSWERED
  • Inflow by category — rising BUG/FEATURE share signals product quality / roadmap pressure
  • FAQ promotion rate — share of new 1:1 inquiries resolvable by an existing FAQ (signals FAQ gap priority)
  • Notice reach — whether user-impact inquiries drop after a maintenance notice is posted

Inquiries

For questions about the Technical Support handling policy itself, email the Xgen Solution Administrator.