---
id: UJ-028
title: Publish knowledge and resolve a customer support request
actors: [support user, customer portal user]
surface: app.zync.is/kb and app.zync.is/support
goal: Answer a customer through self-service or an auditable ticket conversation.
trigger: Staff publishes/updates an article or customer submits a ticket.
preconditions:
  - KB/support module enabled; staff/customer has the relevant portal permission.
success_state: Article version is published or ticket is resolved with messages, SLA history, and attachments preserved.
source_specs:
  - docs/specs/2026-05-30-kb-module.md
  - docs/specs/2026-05-31-kb-article-editor.md
  - docs/specs/2026-05-31-kb-versioning.md
  - docs/specs/2026-05-30-crm-support-center.md
  - docs/specs/2026-05-31-sla-config-ui.md
  - docs/specs/2026-05-31-ticket-sla-escalation.md
---

## Happy path

1. Support user creates/edits article in a permitted KB space → drafts content, links files, and submits a revision.
2. Reviewer/publisher approves → Zync publishes the selected version to staff/customer audience according to space visibility.
3. Customer cannot self-serve → submits ticket with subject, category, body, and optional attachment.
4. Support user triages ticket → assigns owner/priority/status, SLA deadline starts, and replies in the thread.
5. Customer replies or uploads context → conversation/realtime state updates; support resolves/ closes after answer.

## Alternate and failure paths

- Article revision rejected → previous published version remains visible.
- Ticket misses SLA → escalation notification/action is recorded.
- Forbidden attachment, closed ticket reply, or unauthorized KB space → reject the action and preserve existing thread/content.

## Permissions and boundaries

- Customer sees only tickets they own and KB spaces linked to them.
- Support staff actions and SLA transitions are auditable; realtime delivery is not the source of truth.

## Source specs

- `docs/specs/2026-05-30-kb-module.md`
- `docs/specs/2026-05-31-kb-article-editor.md`
- `docs/specs/2026-05-31-kb-versioning.md`
- `docs/specs/2026-05-30-crm-support-center.md`
- `docs/specs/2026-05-31-sla-config-ui.md`
- `docs/specs/2026-05-31-ticket-sla-escalation.md`