Support workflow

Concept

Support workflow is the structured escalation path for issues not resolved through self-service checks.

Why it matters

High-quality escalation details reduce back-and-forth and speed up resolution.

How to configure it

1. Escalate only after primary triage checks are complete.
2. Capture timestamp, timezone, and environment.
3. Include vendor, outlet, session, and order references.
4. Document expected behaviour vs observed behaviour.
5. Attach screenshots and recent config changes.

How to verify it worked

• Support can reproduce issue from your first report.
• Initial response includes specific next actions quickly.
• Fixes or workarounds are confirmed and documented internally.

Common mistakes

• Escalating with incomplete context.
• Missing IDs/timestamps that block diagnosis.
• Reporting symptoms without expected-vs-actual behaviour.