| 01 | A customer sends an email, opens the support portal, or clicks the embed widget. | One thread regardless of channel — agents reply from the same mailbox the customer wrote to. |
| G1 | System checks if the contact is authorized to raise a change request. | Defaults off. Agents flip the toggle on the contact record for clients who can request scope changes. |
| A | Authorized contacts can scope the request to a specific segment of a project. | The request becomes a card on the matching kanban board — bypasses the inbox entirely. |
| 02 | Otherwise, the message lands in the helpdesk inbox as a ticket. | Triggers tag and route it, and the SLA clock starts. |
| 03 | Routing rules pick the right desk; auto-assign picks the agent. | Round-robin or preferred-agents, configurable per desk. |
| 04 | The agent opens the ticket and reads the full context. | Previous tickets, contact metadata, AI summary, and linked project cards on one screen. |
| 05 | The agent drafts a reply — AI, canned, or hand-written — and sends. | Drafts come pre-written with the right tone; refine in one click. |
| G2 | If the customer replies, the ticket loops back to step 04 with status “customer responded”. | Replies float to the top of the queue so they don't sit unseen. |
| 06 | When done, the agent marks the ticket resolved. | The audit log captures the actor and the action. |
| 07 | A CSAT survey goes out; the audit log is finalised. | Reportable in dashboards. Exportable on request. |
| Opt | If the work is real delivery, the ticket converts to a project card. | Tracked on a kanban; closing the card auto-replies and closes the ticket. |