Customer and staff separation
Customers use Help & Support. Authorized platform staff use Superadmin → Client's Portal at /superadmin/client-portal/ to manage cases across authorized organizations.
Staff capabilities
Depending on platform roles and configuration, Shvya-Ops staff can triage tickets, use statuses and priority, assign staff, post public replies, add internal-only notes, manage private attachments and maintain related work items.
When contacting support
A complete reproduction often needs the affected organization, module, account/lead reference, provider message ID, time, observed state and safe logs. Staff should first compare actual stored state with provider outcome before attempting a retry.
Privacy
A platform support context does not mean an external AI client or a customer can read every organization's data. Staff-only notes, mailbox credentials, attachment storage references and other tenants' records are protected.
Response indicator
The customer portal's response-needed state is derived from the last committed public message while a ticket remains open. Opening a ticket without answering does not dismiss a pending request.
Resolution checklist
Before closing a case, verify the actual customer-visible result—message arrived, lead was created, booking was saved or PDF was delivered—not just that a setting was changed.