Skip to content
Chewbills User Guide

Support Team Overview

The built-in support desk keeps customers inside the portal. Tickets flow from the in-app help center to the admin queue and optionally synchronize with Azure Boards for engineering follow-up.

Help desk operations

Support workflows

Section titled “Support workflows”
  • In-app help center: Users submit tickets with attachments; support sees severity, account context, and timeline without leaving the admin portal.
  • Azure Boards sync: One click copies a ticket to Boards (with logs, statement IDs, merchant bill data). Status updates sync back so customers stay informed.
  • Operations runbook: The flow from intake -> triage -> escalation -> closure lives in docs/src/content/docs/support/support-desk-operations.mdx. Follow it to maintain SLAs, handle repeated PDF failures, and coordinate AI outages with admins.

Additions or changes to the application should include matching updates under docs/src/content/docs/ so the published site stays in sync with the product.

Runbook references

Section titled “Runbook references”