Support inbox

When a user messages Keybaki Support from their app, the conversation lands on the Admin → Support inbox board with a ticket ref like KB-7A3F91C2. Platform agents and super-admins are notified the moment a new thread arrives.

The board

Four columns, driven by the thread's actual state — cards move on their own as the conversation progresses:

• New — no agent has claimed it yet. Your working column: each card has a Claim & open button.
• Needs reply — the user spoke last; the ball is with the team.
• Waiting on user — the team replied last.
• Closed — resolved tickets, kept for reference.

Each card shows the requester (name, role, school), the triage category they picked, a message preview, the ticket ref, how long it's been waiting, and a marker when the conversation is audited (student threads are visible to school admins). A prior-threads count flags repeat requesters — tap through their history from the thread view. The search box finds cards by name, phone, school, or message text; My threads narrows the board to yours.

Claiming and replying

1. You need an admin tier plus a platform_agent grant (super-admins always pass). Grants are managed on /admin/team.
2. Tap Claim & open on a New card — you become the thread's agent and land on its thread view.
3. Reply as Keybaki Support — the user never sees which agent answered. The first message of a student thread includes their triage summary and device info (the user's own view hides the device details).

Agents can also start conversations: New thread on the board opens outreach — pick a school, search users by profile (role, school, phone), and message them as Keybaki Support.

Closing a ticket

The Close thread button sits at the top of the thread view — tap it, then tap again to confirm (it disarms after a few seconds if you don't). Closing blocks further sends for everyone, moves the card to Closed, and notifies the participants that ticket KB-… was resolved. If the user needs help again, their next message to Keybaki Support opens a fresh conversation with a new ticket ref.

Common issues

• "You don't hold a platform_agent grant." Claiming needs the grant on top of your admin tier. Ask a super-admin to grant you support access on /admin/team.
• A thread shows no agent but I can't claim it. Confirm your tier carries the claim action — and that the card is in New (threads already claimed are worked from their column, not re-claimed).
• The thread looks empty. A user may have opened support but abandoned the triage helper before sending. It'll fill in once they send their first message.
• The Close button reverted before I confirmed. That's the arm timing out — tap twice within a few seconds.