Support Tickets & Attachments: Give Support the Clues, Not a Novel

Support works best when the problem arrives with context. “It is broken” is emotionally honest, but not operationally generous. ReVend OS support tickets keep the route, tenant, requester, status, replies and attachments in one place.

Tenant tickets

/support lets tenant users open and follow their own tickets. A new ticket takes a subject, a category — General question, Billing, Bug report, Feature request, Account / login or Other — a priority of Low, Normal or High, and a Markdown description for steps, IDs and error messages. Urgent is not on the tenant’s menu; it is an operator escalation priority, set by the people who can act on it. Once created, the ticket gets a TIC-YYYY-NNNNN number and starts as Open. Replies keep the conversation on the record instead of scattering the answer across inboxes, screenshots and one heroic Slack message nobody can find later.

Attachments

New tickets and replies have a paperclip. Files go to a private ticket-attachments storage area, never a public bucket, with a limit of 25 MB per attachment and five attachments per message. The message is saved first and the files upload after it, so a failed upload leaves the message standing with feedback to retry rather than eating the whole reply. Opening an attachment creates a short-lived signed download link, and the download is logged as document access — support files carry invoices, screenshots and serials, none of which should become hallway decoration.

Platform-created tickets

Platform owners and staff can start a case for a tenant with “New customer ticket” on /admin/support: pick an active organization, the requester’s e-mail and optional name, subject, category, priority and description. The SLA targets follow the priority, exactly as they would for a ticket the tenant opened. That lets support open a case after a call or an onboarding session without impersonating anyone, and the audit trail shows plainly that the platform started it. When support opens a ticket while the platform has active attention points, an internal platform-health note can be attached automatically and refreshed from the ticket detail — internal, and never carrying secrets or raw provider payloads.

Good tickets

A good ticket says what happened, where it happened, what was expected and whether it blocks work. One screenshot can help. Twelve screenshots without the route can become a flipbook of confusion.