Application support tickets (TenancyEngine)
Track customer support requests filed through your product's help surfaces or created manually by operators.
Console: Application workspace → Support (/applications/:id/support)
Also available globally at Support tickets (/support) when you manage multiple applications.
Requires Applications read to view tickets and Applications configure to update status or assignees.
Ticket lifecycle
| Status | Meaning |
|---|---|
| Open | New or awaiting first response |
| In progress | Assigned and being worked |
| Waiting on customer | Blocked on customer reply |
| Resolved | Fix delivered; may reopen |
| Closed | Final state; no further action |
Creating and triaging
- Open Support from the application workspace or global list.
- Filter by status, tenant, or date range.
- Click a row to view the full thread, tenant context, and linked audit events.
- Update status, add internal notes, or reply when your integration supports outbound email.
Tickets are scoped to the application and tenant — platform staff see cross-tenant views; organization admins see only their app's tickets.
Related
- Applications — workspace overview
- Tenants — customer organization context
- Audit log — operator action history