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 ticket can include a concise description, category, priority and attachments. 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

Attachments upload through controlled storage and link to the ticket or reply. Validation keeps the file types and sizes sane. Download access is scoped and logged, because support files can contain invoices, screenshots, serials or other data that should not become hallway decoration.

Platform-created tickets

Platform support can create a ticket on behalf of a tenant from the admin support queue. The requester context, tenant, SLA context and actor stay visible. That makes it clear who reported the issue and who opened the case.

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.