# Support & Guidebook

## Overview

WaDesk gives the platform owner two customer-facing help tools, both in the admin sidebar:

- Support desk (Admin → Support) — a ticketing system for handling questions from the workspaces on your platform.
- Guidebook (Admin → Guidebook) — a self-serve help centre whose articles appear on the public Guidebook page your customers can read.

## Support Inbox

The Support inbox is the main ticket queue. Each ticket carries a number, subject, customer name/email, status, priority, and an optional assigned agent. KPI tiles across the top show Total tickets, Open (open / pending / in-progress), Unassigned, and Resolved in the last 24 hours.

Filter the queue by status, priority, agent (Assigned to me or Unassigned), and a free-text search across subject, name, email, and ticket number. Clicking a ticket opens a side panel with the full conversation, the customer's workspace, the assigned agent, and an SLA snapshot.

Action | What it does
--- | ---
Reply | Send a reply to the customer (emailed to them), or add an internal note that the customer never sees. The first non-note reply stops the first-response SLA timer and moves an open ticket to in-progress.
Assign | Hand the ticket to an agent, or clear the assignment.
Status | Set open, in-progress, pending, resolved, or closed. The resolution time is stamped on first resolution and cleared if the ticket is reopened.
Priority | Set low, normal, high, or urgent.
Run playbook | Apply a manual playbook to the ticket from the panel.

> Note: Every support action — reply, assign, status change, priority change — is written to the audit log. Customer reply emails are sent on a best-effort basis: if your mail configuration fails, the reply is still saved on the ticket and the failure is logged rather than blocking you.

## Agents, SLA, Playbooks & Reports

The support area has several companion tabs:

- Team inbox — a board view of tickets you can move between columns.
- Agents — add support agents (backed by platform users), toggle them active/inactive, and remove them. Active agents populate the assign dropdown.
- SLA — define SLA policies for first response and resolution; the side-panel pills (for example "12m left" or "8m over") are computed from these.
- Customers — browse the workspaces raising tickets and drill into one customer's history.
- Playbooks — reusable canned responses/actions. Manual playbooks can be run on a ticket from the inbox panel.
- Reports — support metrics, with a CSV export.

## Guidebook (Knowledge Base)

The Guidebook lets you create, edit, publish, and delete the help articles shown on your public Guidebook page. The index shows totals — total articles, published, drafts, total views, and helpful / not-helpful vote counts — plus search and a category filter. Articles are grouped by category in the public sidebar.

Each article has:

Field | Notes
--- | ---
Title (required) | The article heading.
Web address (slug) | The article's link. Auto-generated from the title if left blank; lowercase letters, numbers, and hyphens only. WaDesk makes sure it is unique.
Category (required) | Free text (default "general"); groups articles in the public sidebar.
Excerpt | A one-line summary shown in the public article list.
Body | The article text. Supports simple Markdown formatting.
Published | Off saves a draft that users never see. Publishing stamps the publish date on first publish.
Sort order | Manual ordering within a category.

You can create, edit, toggle publish (publish/unpublish without opening the editor), and delete articles. Create, update, and delete actions are recorded in the audit log.

> Tip: Save work-in-progress articles as drafts (Published off) — they stay hidden from users until you toggle them live. The view, helpful, and not-helpful counters are read-only here; they update automatically as customers read and vote on the public page.

## Related Pages

- Announcements — the platform-wide marquee bar.
- Security & Audit Log — the audit trail that records support and guidebook actions.