# 6. Support Overview

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 6. Support Overview

### 6.1 Support Ticket Overview
**What it does:** Shows the support ticket overview: the tickets (the ticket, the user, the type, the status, the date) are shown on the dashboard, so the tickets are visible (the overview is the summary). The Super Administrator views the support ticket overview (the ticket, the user, the type, the status, the date) so the viewing is structured and the overview is explicit.

**Sub-features:**
- Ticket: the ticket (the ticket, the user, the type, the status, the date)
- Ticket count: the count (the count of the tickets)
- Ticket type: the type (the type of the ticket, e.g., the billing, the technical)
- Ticket status: the status (the open, the pending, the resolved)
- Ticket period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly)
- Ticket view: the view (the tickets, the types, the statuses, the period)
- Ticket export: the export (the tickets, the format, the period)
- Audit logging of the ticket overview viewing

**Super Administrator User Journey:**
1. Super Admin views the support ticket overview: the tickets (the ticket, the user, the type, the status, the date), the count (the count of the tickets), and the period (the period of the tickets); the overview is explicit.
2. Views the ticket count: the count (the count of the tickets); the count is the measure.
3. Views the ticket type: the type (the type of the ticket, e.g., the billing, the technical); the type is the segment.
4. Views the ticket status: the status (the open, the pending, the resolved); the status is the state.
5. Sets the ticket period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly); the period is the scope.
6. Exports the tickets: the export (the tickets, the format, the period); the export is the record.
7. The tickets are visible: the tickets, the types, the statuses, the period, so the overview is complete.
8. The ticket overview viewing is audit-logged with the ticket, the status, and the timestamp.

**Rules & Edge Cases:**
- The ticket is the request (the ticket, the user, the type, the status, the date); the ticket is the issue.
- The ticket count is the measure (the count of the tickets); the count is the volume.
- The ticket type is the segment (the type of the ticket, e.g., the billing, the technical); the type is the category.
- The ticket status is the state (the open, the pending, the resolved); the status is the control.
- The tickets are visible (the tickets, the types, the statuses, the period); the viewing is managed.
- Ticket overview viewing is audit-logged with the ticket, status, and timestamp.

### 6.2 Open, Pending, and Resolved Tickets
**What it does:** Shows the open, pending, and resolved tickets: the tickets by status (the open, the pending, the resolved, the count, the date) are shown on the dashboard, so the tickets are segmented by status (the overview is the summary). The Super Administrator views the tickets by status (the open, the pending, the resolved, the count, the date) so the viewing is structured and the overview is explicit.

**Sub-features:**
- Open ticket: the ticket (the open ticket, the user, the type, the date)
- Pending ticket: the ticket (the pending ticket, the user, the type, the date)
- Resolved ticket: the ticket (the resolved ticket, the user, the type, the date)
- Ticket status: the status (the open, the pending, the resolved)
- Ticket count: the count (the count of the tickets by status)
- Ticket period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly)
- Ticket view: the view (the tickets, the statuses, the counts, the period)
- Audit logging of the ticket status viewing

**Super Administrator User Journey:**
1. Super Admin views the tickets by status: the tickets (the open, the pending, the resolved, the user, the type, the date), the statuses (the open, the pending, the resolved), and the period (the period of the tickets); the overview is explicit.
2. Views the open tickets: the ticket (the open ticket, the user, the type, the date); the ticket is the new.
3. Views the pending tickets: the ticket (the pending ticket, the user, the type, the date); the ticket is the in-progress.
4. Views the resolved tickets: the ticket (the resolved ticket, the user, the type, the date); the ticket is the done.
5. Views the ticket count: the count (the count of the tickets by status); the count is the measure.
6. Sets the ticket period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The tickets are visible: the tickets, the statuses, the counts, the period, so the overview is complete.
8. The ticket status viewing is audit-logged with the ticket, the status, and the timestamp.

**Rules & Edge Cases:**
- The open ticket is the new (the open ticket, the user, the type, the date); the ticket is the state.
- The pending ticket is the in-progress (the pending ticket, the user, the type, the date); the ticket is the state.
- The resolved ticket is the done (the resolved ticket, the user, the type, the date); the ticket is the state.
- The ticket status is the control (the open, the pending, the resolved); the status is the gate.
- The tickets are visible (the tickets, the statuses, the counts, the period); the viewing is managed.
- Ticket status viewing is audit-logged with the ticket, status, and timestamp.

### 6.3 SLA Status
**What it does:** Shows the SLA status: the status of the SLAs (the SLA, the ticket, the status, the deadline, the date) is shown on the dashboard, so the SLAs are visible (the overview is the summary). The Super Administrator views the SLA status (the SLA, the ticket, the status, the deadline, the date) so the viewing is structured and the status is explicit.

**Sub-features:**
- SLA: the SLA (the SLA, the ticket, the status, the deadline, the date)
- SLA status: the status (the met, the at-risk, the breached)
- SLA deadline: the deadline (the deadline of the SLA, the date)
- SLA count: the count (the count of the SLAs by status)
- SLA period: the period (the period of the SLAs, e.g., the daily, the weekly, the monthly)
- SLA view: the view (the SLAs, the statuses, the deadlines, the period)
- SLA export: the export (the SLAs, the format, the period)
- Audit logging of the SLA status viewing

**Super Administrator User Journey:**
1. Super Admin views the SLA status: the SLAs (the SLA, the ticket, the status, the deadline, the date), the statuses (the met, the at-risk, the breached), and the period (the period of the SLAs); the status is explicit.
2. Views the met SLAs: the SLA (the met SLA, the ticket, the deadline, the date); the SLA is the done.
3. Views the at-risk SLAs: the SLA (the at-risk SLA, the ticket, the deadline, the date); the SLA is the warning.
4. Views the breached SLAs: the SLA (the breached SLA, the ticket, the deadline, the date); the SLA is the failed.
5. Views the SLA count: the count (the count of the SLAs by status); the count is the measure.
6. Sets the SLA period: the period (the period of the SLAs, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The SLAs are visible: the SLAs, the statuses, the deadlines, the period, so the status is complete.
8. The SLA status viewing is audit-logged with the SLA, the status, and the timestamp.

**Rules & Edge Cases:**
- The SLA is the commitment (the SLA, the ticket, the status, the deadline, the date); the SLA is the promise.
- The SLA status is the state (the met, the at-risk, the breached); the status is the control.
- The SLA deadline is the time (the deadline of the SLA, the date); the deadline is the limit.
- The SLA count is the measure (the count of the SLAs by status); the count is the volume.
- The SLAs are visible (the SLAs, the statuses, the deadlines, the period); the viewing is managed.
- SLA status viewing is audit-logged with the SLA, status, and timestamp.