Tickets
What's the minimum needed to create a ticket? Only a subject (at least a couple of characters). Everything else defaults sensibly: status New, priority Normal, severity Standard, category general.
Why did my ticket disappear from the board? It was likely set to Archived. Deleting a ticket archives it (a soft-delete) rather than removing it — Archived tickets are intentionally hidden from the board, queues, and SLA radar, but their history is preserved.
Can I permanently delete a ticket? No hard-delete exists in the console. Archiving removes it from view while keeping the record and its audit trail.
I can't find a ticket I know exists. Clear your board filters — an active status, priority, or queue filter may be hiding it. You can also open it directly by its ticket key or public ID.
Statuses and SLAs
What are the ticket statuses, in order? New → Triage → Open → Waiting on Customer → Waiting Internal → Resolved → Closed, plus Archived (soft-delete).
What are the SLA targets? Based on priority: Urgent 4h, High 8h, Normal 24h, Low 72h. The radar labels each open ticket Healthy, Watch, High, Breached, or Met.
A ticket shows Breached even though I already replied. Replying doesn't stop the SLA clock. The timer measures time-to-response from the creation time (or an explicit due date) and only stops when the ticket becomes Resolved, Closed, or Archived.
How do I stop the SLA timer? Move the ticket to Resolved, Closed, or Archived. The radar then reports it as Met.
What's the difference between Resolved and Closed? Resolved means fixed and awaiting confirmation; Closed means confirmed and finished. Both stop the SLA clock.
Replies and threads
My reply won't send. Replies require a non-empty body — add text and resend. You also can't reply to an Archived ticket.
Why can't the customer see my routing or status-change notes? Those are internal events. On the customer-facing thread, only replies and the CSAT rating are visible. If you want the customer to know a ticket changed hands, say so in a reply.
Where do sent macros go? A macro just fills your reply body; once you send it, it's an ordinary customer-visible reply in the thread.
Priorities, severity, and queues
Priority vs. severity — what's the difference? Priority (Low/Normal/High/Urgent) sets how urgently you respond and drives the SLA target. Severity (Standard/Elevated/Critical) describes impact and is used for escalation and reporting. Severity does not change the SLA target.
Which queues ship by default? Account & Access (owner support, default High), StretchLearn Support (learn, Normal), Platform Operations (operations, Normal), and Client Success (success, Normal). Portal-raised tickets default to Client Success.
Routing didn't change the priority. If you passed a priority in the route action it overrides the queue's default. Omit it to inherit the queue default.
CSAT
What scale does CSAT use? An integer from 1 to 5 (5 = most satisfied), with an optional comment up to 4,000 characters. Non-integer or out-of-range ratings are rejected.
Where is a CSAT rating stored? As a customer-visible event on the ticket thread, with the rating and timestamp recorded — always tied to the conversation it rates.
Intelligence
Triage assist says it's unavailable. The AI layer is enabled per workspace and must be ready. When it's off or the model can't be reached, Triage assist fails safe and returns no recommendation. This is expected behavior, not an error to fix.
Does the AI change my tickets automatically? No. Triage assist only recommends — you review and apply. There's no autonomous assignment, priority scoring, or escalation; those run in dry-run only, and persisted outputs are audited.
The SLA radar is empty. The radar only lists open tickets. If everything is Resolved or Closed, there's nothing at risk.
Empty states
Everything shows zero on a new workspace. StretchSupport displays real records only. Dashboards, the board, queues, and the radar populate once you create tickets and publish knowledge-base content. Empty states are expected at the start.
My knowledge-base counts are zero. Only published products, categories, and pages count. Publish your content and the snapshot updates.
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