Support
Use structured support channels for faster diagnosis and predictable resolution.
1) Customer Support Workflow
Support tickets are the primary channel for technical and account issues.
- Open one ticket per issue for clean tracking.
- Include domain, order reference, and exact error message.
- Attach screenshots and timestamps for faster debugging.
- Follow ticket replies until final closure.
2) Priority and Escalation
Issues are resolved faster when categorized with the right severity.
- Critical: store down, payment blocked, SSL failures on live domain.
- High: checkout issues, login problems, onboarding blockers.
- Medium: UI corrections, content updates, minor behavior mismatch.
- Low: enhancements, suggestions, non-blocking improvements.
3) Support Team Security Flow
Support operations include dedicated secure access flow.
- Support staff access is separated from standard user login.
- OTP-based verification helps prevent unauthorized support access.
- Sensitive changes should always be logged and traceable.
- Use internal notes for complex incident timelines.