Verified workflow guide: Explains how ticket closure and threaded messages work in the support system.
1. Overview & Purpose
SupportTicket stores closure state while SupportMessage stores the conversation attached to the ticket.
2. What You Need
The requester or support agent must use the supported ticket-access workflow.
3. Step-by-Step Workflow
- Open the ticket by its ticket ID/access context.
- Read the existing SupportMessage history.
- Add a reply in the same ticket when more information is needed.
- Close the ticket when the case is resolved.
4. Rules, Boundaries & Troubleshooting
Closing a ticket ends the active support case; preserve the ticket history rather than creating duplicate tickets for the same issue.
5. Verification & Next Steps
If the issue recurs after closure, reference the previous ticket and explain what changed.