Help & Support
Where a question goes when the answer is not on the screen.
Tickets, the answer base, and whether the automatic answers are actually working. Support is reached from wherever the problem is rather than from a menu, and the ticket carries the screen you were on.
Watch for: Support sees your records through a fence: identifying detail is masked unless the ticket needs it and the access is approved and recorded.
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Tickets
What you have raised, and what happened to it.
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Written Answers
What the platform has written down about itself. This is what answers most tickets before anybody sees them, and what ASK reads first.
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Answer Quality
Whether the automatic answers are actually working.
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