Support Tickets

Support Tickets is the front door for customer issues under Support → Tickets. The header reads Support Tickets with a count ("# ticket(s) in the system"). Support staff triage inbound work; technicians get assigned via the Technician field.

Inbound channels#

Customers reach you through Web, Email, WhatsApp, SMS, or App — shown as Origin on the list and detail pages. Dealers can also open New Ticket manually (Create Support Ticket drawer).

Required create fields: Description, Contact email, Origin channel, Priority. Optional: Requester account, Assigned dealership, Drone, Technician.

List filters#

Filter	Options
Search	Search by code or contact email
Status	Triage, Open, Reopened, Resolved, Closed
Priority	Low, Normal, High, Urgent (+ All priorities)
Origin	All channels, Email, WhatsApp, SMS, App, Web
Type	All types + ticket type codes
With warranty items	Toggle for warranty-related intake

Advanced drawer adds Requester account, Assigned dealership, Drone, created/updated date ranges, Sort by (Code, Priority, Status, Created at, Updated at), Direction, and Page size. Clear filters resets the view.

Table columns#

Code, Description, Type, Status, Priority, Origin, Drone, Account, Dealership, Technician, Created at.

Empty: No tickets found — Try adjusting your filters or search.

Priority and SLA#

Priority drives response expectations:

Priority	Typical handling
Urgent	Same-day acknowledgment; aircraft grounded.
High	Next business day.
Normal	Standard queue.
Low	Scheduled maintenance questions.

SLA timers (acknowledge and resolve) are enforced in the platform background — overdue tickets should escalate to a manager. In Actions on the detail page, update Priority and New status together with a Resolution note when closing.

Ticket detail#

Tabs: Overview and Conversation.

• Description, Contact, linked Drone and Service Order (Create service order when none exists).
• Timeline — newest first: status changes, assignments, warranty batch links, CSAT.
• Conversation — public messages vs Internal comments; sender labels Dealer Support, Customer, OEM Support.

Escalation to OEM#

Escalate when:

• Factory Blocked or Factory Block requires OEM unlock beyond your tier.
• Defect needs OEM engineering (repeat hardware failures).
• Warranty batch Rejected needs rework.

Practices:

1. Document findings in an Internal comment.
2. Set type Warranty Claim or link an open Service Order with Warranty items.
3. Create or update a Warranty Claim Batch for structured OEM review.
4. For pure policy questions, OEM may respond in the ticket thread as OEM Support.

Permissions#

Action	Role
New Ticket, triage, conversation	Support, admin.
Technician assignment	Support, admin, senior technician.
Status Resolved / Closed	Support, technician, admin.

Related#

• Service Orders — Create service order from a ticket.
• Support staff getting started (when published).
• Drone Detail — Supports tab history.