Technical Support

The collapsible ? Technical Support button at the bottom of the left sidebar opens this menu. It contains three sub-items:

• Notice Board — system notices
• FAQ — frequently asked questions by category and views
• 1:1 Admin Inquiry — direct inquiry to administrators with replies

All items require main.support:read, which is granted to end users by default.

Notice Board

System notices page. Path: /main?view=support-notices. Header reads "Notice Board — Browse notices and information needed to use the GenAI platform."

• Columns: No / Popup / Notice Type / Title / Date / Views
• Notice Type filter: top-right dropdown "All notice types" — narrow by type (e.g., service operations notice)
• Search: top search box "Search notices (title, body)" — partial match on title and body
• Popup column: notices marked here are also shown to users as in-app popups

Reading Notices

1. Click Technical Support → Notice Board in the sidebar
2. To filter by type, open the top-right All notice types dropdown and pick a type (e.g., Service operations notice)
3. Use partial keywords in the search box to find older notices (matches title and body)
4. Click a row to open the notice detail
5. The dashboard Latest Updates panel surfaces the 3 most recent notices — make a habit of scanning it before starting work

FAQ

Frequently asked questions and answers. Path: /main?view=support-faq. Header reads "FAQ — Browse FAQs needed to use the GenAI platform."

• Audience tabs: All / End users / Agent developers — each tab shows the count next to its label (e.g., All 3, End users 3, Agent developers 0)
• List format: an accordion, not a table — click a question to expand and reveal the answer (each item shows a leading Q.)
• Search: top search box "Search FAQs (question, body)" — partial match on question and body
• Pagination: page controls at the bottom right

Using the FAQ

1. Click Technical Support → FAQ in the sidebar
2. Before opening a 1:1 inquiry, search the FAQ for the same question — answers are immediate, no admin wait
3. Narrow by the End users or Agent developers tab that matches your role and scan top items for common issues
4. Click a question row to expand the answer; follow the screen steps exactly to verify the symptom is gone

1:1 Admin Inquiry

Direct inquiry to administrators with reply. Path: /main?view=support-qna. Header reads "My 1:1 Inquiries — Review your inquiry history and admin replies, and submit new inquiries."

• Top stat cards (4): Total / Pending / Processing / Completed — your inquiries summarized by status
• Filters: left search box "Search by title or body", center All types dropdown, right All statuses dropdown
• CTA: top-right + Submit Inquiry button to open the new-inquiry form
• List columns: No / Type / Inquiry ID (e.g., INQ-2026-001) / Title / Reply Status / Status / Date
• Status flow: Pending → Processing → Completed (three states). Reply Status is a separate column tracking whether an answer is posted
• Type examples: Usage, BUG, FEATURE, etc. — chosen at submission
• Secret: when checked at submission, only you and the assigned admin can view the body

Submitting an Inquiry

1. Click Technical Support → 1:1 Admin Inquiry in the sidebar
2. Click + Submit Inquiry at the top-right to open the form
3. Pick the Type as accurately as possible — it affects SLA and routing
   • Usage (USAGE): general how-to questions about screens or features
   • BUG: behavior differs from intent (reproduction steps required)
   • FEATURE: new feature request
   • QUALITY: response quality / accuracy issues
   • DATA: knowledge / collection / embedding data issues
   • POLICY: permissions, policies, governance
4. Fill in title / content, and check Secret if the inquiry contains sensitive info (usernames, tokens, internal URLs, etc.)
5. Right after submission, the top Pending count increases by 1 and the list shows the inquiry in Pending status. The status advances to Processing when the admin starts and Completed when they finish
6. When a reply arrives, the row's Reply Status column shows a Answered badge and a red dot appears on the notification icon. Click the row to read the response body

Quick Self-Check (Before Submitting)

A quick check of the following can avoid delays caused by simple environmental issues:

• Hard-refresh the browser cache (Windows: Ctrl + Shift + R, macOS: Cmd + Shift + R)
• Confirm the same symptom in a different browser or an incognito window
• Confirm your network / corporate security stack does not block the solution domain
• Search the FAQ page for the same symptom

Inquiries

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