Support & tickets
Snowtrol's built-in support system: open tickets with severity and category, live replies, encrypted file attachments, and a strict boundary that keeps staff internal notes invisible.
The Support screen (/support, in the sidebar's help section) is a real ticket system. Open a ticket with a category and a severity (S1–S4); it gets a human number (SNW-<n>) and a snapshot of your plan's SLA targets at creation. Replies flow both ways — on deployments with the realtime tier, staff replies appear live (WebSocket push); otherwise the thread polls. A ticket moves open → acknowledged → in_progress → waiting_on_customer ⇄ in_progress → resolved → closed; your reply while waiting flips it back to in-progress.
Who sees what
- A ticket is visible to its requester and to org admins (Owner/Org Admin);
security-category tickets are visible to admins and the Owner only. - Staff internal notes and staff identities are structurally excluded from every customer read — the customer projection cannot select them, and public staff replies show a display name only.
- Attachments (≤10MB; images, PDF, text logs, zip) are AES-256-GCM encrypted before they reach the object store and decrypted server-side only after the authorization check. An attachment on a staff internal note is invisible to customers.
API: `GET/POST /api/support/tickets`, `POST …/{id}/messages`, `POST/GET …/{id}/attachments`. Severity changes by staff always carry a reason and notify the ticket. On the roadmap: email round-trip, diagnostic bundles, CSAT and incident linkage.