> ## Documentation Index
> Fetch the complete documentation index at: https://docs.holace.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> A structured ticketing system — coming soon. Use the bug button or email today.

<Note>
  **Coming soon.** The `SupportTicket` data model exists in HoLaCe today and a basic UI is in place,
  but the full ticketing experience — knowledge-base lookup, suggested-answer drafting via RAG,
  internal/external messaging threads — ships as part of the upcoming **Project 4: Support** release.
  Until then, use the [in-app bug button](/admin-cross-cutting/support/in-app-bug-button) or email
  HoLaCe support directly.
</Note>

The Support Tickets feature is the planned hub for any firm-to-HoLaCe communication that isn't a bug report. Today, three things route differently:

| Today's path                                                                              | Future home                                 |
| ----------------------------------------------------------------------------------------- | ------------------------------------------- |
| Reporting something broken → [Bug button](/admin-cross-cutting/support/in-app-bug-button) | Stays on the bug button (it's working well) |
| "How do I do X?" → Email HoLaCe support                                                   | Support Tickets with KB-suggested answers   |
| Account / billing question → Email HoLaCe support                                         | Support Tickets, billing category           |
| Feature request → Admin → Feature Requests                                                | Stays on Feature Requests                   |

## What's coming

Project 4 will activate the full ticket workflow:

* **Create a ticket** from anywhere in the app, with subject, description, priority, and category.
* **KB-suggested answers** — as you type a ticket, a retrieval-augmented model surfaces relevant docs and prior resolved tickets so you might self-serve before submitting.
* **Threaded conversation** — you and HoLaCe support back-and-forth on a single ticket, with file attachments.
* **Status flow** — Open → In Progress → Waiting on Customer → Resolved → Closed.
* **Internal vs. external messages** — HoLaCe staff can leave internal notes on a ticket without those notes being visible to the firm.
* **Resolution and re-open** — if a resolved ticket re-fires, click Re-open and the thread continues.

## What exists today

The `SupportTicket` data model is already in place (subject, description, status, priority, organization scoping, message history). A scaffold UI lives at **Sidebar → Support**. The page renders, but the full create/respond/resolve workflow isn't wired up yet — the page is best treated as a placeholder until Project 4 ships.

If you click into Support today and want to file something, use the bug button or email instead — your message will be routed correctly.

## Roadmap timing

Project 4 (Support) follows the current Project 3 work in the rolling roadmap. Expect activation in the next minor release window.

<Note>
  In the meantime: bugs go through the [bug button](/admin-cross-cutting/support/in-app-bug-button); other questions go to your HoLaCe support email contact.
</Note>