Support Overview
The Support provides administrators with comprehensive support management tools through two distinct systems: Internal Support for managing user tickets, and Galene Support for receiving assistance from the Galene technical team.
The Support section is exclusively available to platform administrators and provides tools for both providing support to users and receiving support from Galene.
Two Support Systems
The platform offers two complementary support systems, each designed for specific purposes and workflows:
Internal Support Requests
Purpose: Manage support tickets from your platform users
Direction: Users → Administrators
Key Features:
- Review and respond to user support requests
- Manage tickets from your organization's users
- Handle both generic tickets and chat-based tickets with conversation context
- Change ticket status and track resolution progress
- Communicate with users throughout the support process
- Escalate complex issues to Galene when needed
Common Use Cases:
- User account issues
- Feature questions and guidance
- AI agent conversation problems
- General platform usage questions
- Troubleshooting user-specific issues
Galene Support
Purpose: Request assistance from the Galene technical team
Direction: Administrators → Galene Team
Key Features:
- Submit support requests to Galene technical experts
- Get help with platform-level issues
- Report bugs and technical problems
- Request new features or enhancements
Common Use Cases:
- Platform technical issues
- System bugs and errors
- Performance problems
- Integration assistance
- Feature requests and product feedback
Key Differences at a Glance
| Aspect | Internal Support | Galene Support |
|---|---|---|
| Who Creates Tickets | Platform users | Administrators |
| Who Resolves Tickets | Administrators | Galene technical team |
| Ticket Types | User issues, connector issues, agents behaviour | Platform bugs, technical issues |
| Escalation | Can escalate to Galene | Final level of support |
| Response Source | Admin team | Galene experts |
| Access Level | Admins manage user tickets | Admins request assistance |
Escalation Between Systems
One of the most powerful features is the ability to escalate tickets from Internal Support to Galene Support when needed.
When to Escalate:
-
Platform Bugs: User reports a confirmed platform bug that requires development team attention.
-
Technical Limitations: Issue requires access to backend systems or platform-level configuration.
-
Complex Problems: Issues beyond the administrator's expertise or available tools.
-
Feature Requests: Valuable user feedback that should reach the product team.
When you escalate a ticket, the system maintains a link between the Internal Support ticket and the Galene Support ticket, allowing you to track both and ensuring seamless communication.
Quick Start Guide
Managing User Support
To learn how to manage support tickets from your users, see the complete guide:
Internal Support Guide - Complete documentation on reviewing, responding to, and resolving user tickets.
Getting Galene Assistance
To learn how to request help from the Galene technical team, see the complete guide:
Galene Support Guide - Complete documentation on creating tickets, escalating issues, and communicating with the Galene team.
The Support section's dual support system ensures comprehensive coverage: administrators can efficiently support users while having access to expert Galene assistance when needed.