Support

The support system provides a built-in ticket system for customers to report issues and request help. Available to all roles.

User Side (Customer View)

Viewing Tickets

Go to Support in the sidebar to see your open tickets:

• List of all your submitted tickets
• Status indicator (Open, In Progress, Resolved, Closed)
• Click a ticket to view its message thread

Creating a Ticket

1. Go to Support
2. Click New Ticket
3. Enter:
   • Subject — Brief description of the issue
   • Category — Type of issue
   • Description — Detailed explanation
4. Click Submit

Message Thread

Each ticket has a conversation thread:

• Send messages to the support team
• View responses from Construxion Pro support
• Attach files if needed

Admin Side (Support Team View)

As a Construxion Pro support team member, you access all tickets from Admin > Tickets.

Ticket Management

The admin ticket view shows:

• All tickets from all companies
• Filter by status, priority, and category
• Search by subject or company name
• Click a ticket to open its detail page

Responding to Tickets

1. Click a ticket to open the detail view
2. Read the customer's message thread
3. Type your response and click Send

Internal Notes

Messages can be flagged as internal (is_internal = true). Internal notes:

• Are visible only to the Construxion Pro support team
• Are hidden from the customer
• Useful for documenting investigation steps or escalation notes

Email Notifications

The support system sends email notifications via Loops.so:

• New ticket notification — Sent to the support team when a ticket is created
• Reply notification — Sent to the customer when support responds

Common Support Workflows

Password Reset Request

If a customer can't reset their password:

1. Verify their identity
2. Use Admin > Users to find them
3. Use the impersonation feature to verify their account status
4. Guide them through the forgot-password flow, or reset manually via Supabase Auth

Permission Issues

If a user can't access a feature:

1. Check their role (Admin > Users or the company's employee list)
2. Check per-user permission overrides on their employee record
3. Check the company's role permission defaults (Settings > Role Permissions)
4. The 3-tier system resolves: user override > company role default > hardcoded default

Feature Questions

Reference the relevant section of this user guide. The Quick Start Guide covers the core workflow, and individual feature docs cover specifics.