Enterprise support

Hospital → L1 → L2 → Developer → QA → Release → Customer Support with SLA, KB, channels, and surveys (ADR-026)

CRMTenantsHQ portalMessaging

Distinct from CRM Support stage and `/employee` ticket stubs. REST: /api/support · /api/support/actions. Live email/WhatsApp delivery Blocked.

Open

3

3 total

SLA breached

2

1 escalated

CSAT avg

—

Closed surveys

NPS avg

—

Promoters

Flow · Hospital → Customer Support

0
Hospital intake
1
Support L1
0
Support L2
1
Developer
1
QA
0
Release
0
Customer Support
SLA: Critical 15m / 240m · High 60m / 1440m · Medium 240m / 4320m · Low 1440m / 10080m

New ticket

Queue

TicketStagePriority
SUP-1001
OPD queue stuck after white-label publish
Wellness First Hospitals
Support L1
SLA breach
High
SUP-1002
GST invoice PDF missing HSN column
Nova Multi-specialty
Developer
SLA breach
Medium
SUP-1003
ABHA verify timeout in sandbox
CarePlus Diagnostics
QACritical

OPD queue stuck after white-label publish

SUP-1001 · Support L1 · customer ORG-WF · tenant CHN-MM-001 · release REL-2026.08.1

Support L1

Evidence

  • [screenshot] queue-blank.png

Approvals

None — move to Release to require approval.

Knowledge base

  • White-label publish checklist
    Confirm draft → preview → publish; clear CDN cache; retest login.
  • GST invoice PDF fields
    HSN, CGST/SGST columns required on taxable lines; room-rent exempt rules.
  • Escalation playbook
    Critical: L1→L2 in 15m if no workaround; page developer on Sev1.

Linked: KB-WL-01

Notifications

  • SLA risk
    SUP-1002 approaching / breached resolve SLA.

Audit & reports

Analytics: open 3, breaches 2, escalations 1, CSAT 0, NPS 0. Deep BI export Planned.

  • 14:30:59 system seed Support workspace seeded