Customer support cases
Review the support queue, assign an issue, follow response and resolution deadlines, and record evidence while replying in Bow Chat.
Own the issue through resolution
Boni Support keeps a customer issue, its owner, priority, response and resolution deadlines, linked evidence and resolution history together. Open Support in Boni One in the correct company workspace.
Use a support case when the work needs requester context, a service deadline and a recorded resolution. Use a Task for an internal next action. The customer conversation remains in Bow Chat.
Review the queue
Start with the overview, then open the ticket list. Use status, priority, category and search to find the work that needs attention. Check unassigned cases and response or resolution deadlines, then open the case to read its history before acting.
Connected workflows can bring their source conversation or order into the case. In Commerce → Orders, Raise support ticket starts a case from an order. A link is useful evidence, not permission to read a different workspace's records.
Work a case
- Read the subject, requester context, history and any linked order or conversation.
- Confirm the responsible person, priority and category.
- Add a concise update or private note with the evidence and next action.
- Choose the appropriate available status transition as the work progresses.
- Record what resolved the issue and the supporting evidence before closing it.
If an order or conversation is missing, verify the source before adding a link. Do not infer an order, payment or refund from similar names or a note alone.
Reply through the customer channel
Open the linked Bow Chat conversation to send the actual customer response. Saving a case update or changing a public status is not a sent reply. Check the recipient and channel, then retain the message evidence with the case.
Response and resolution clocks are separate. Notifications and escalation depend on the workspace's configured policy and duty coverage; a deadline on the case does not by itself prove that someone received an alert.
Finish the customer outcome
A resolved case records the service result. It does not issue a refund, settle a payment or prove that money reached the customer. Financial actions and their evidence stay in Accounting and the connected payment workflow.
If Support is missing or a case is inaccessible, ask the workspace administrator to check the installed module and your permissions. Do not share an administrator's login to work around access.