Version 1.0
SupportMesh 1.0
Connected support for every product and client system.
SupportMesh 1.0 brings client requests, products and projects, support conversations, delivery work, SLA operations, releases, knowledge, and client-facing collaboration into one connected support workspace.
Connected ticketing
Keep each request connected to the people, product context, conversation, and work needed to resolve it.
- Create structured support requests as Bugs, Support Issues, Requirements, Change Requests, Training Requests, or Questions, with Client, Product or Project, and version context attached.
- Move requests through status and assignment workflows while keeping public replies, internal notes, followers, attachments, activity history, and notifications connected.
Clients, Products & Projects
Model the customer and product relationships that give every support request its working context.
- Organize Client organizations and Client users alongside the Products & Projects and versions they are authorized to access.
- Preserve workspace-specific Client assignments, relationships, and access boundaries throughout the support lifecycle.
Estimates and Defects
SupportMesh 1.0 connects customer-facing support records to the engineering follow-up work they create.
- Prepare versioned Estimates for Client approval or rejection while preserving each submitted Estimate version as an immutable decision record.
- Link Defects to multiple Tickets while retaining the relevant Product and version context for delivery work.
Releases, Downloads and Knowledge
Teams can close the loop with clients using release communication, private file delivery, and support knowledge.
- Publish Release records connected to delivery work and share private authorized Downloads through signed access.
- Publish Knowledge Base articles with Client-specific visibility tied to workspace relationships.
Client Portal
Share progress and approved outcomes without exposing internal support-team context.
- Give Client users a focused Home and Requests experience with request conversations, Estimate decisions, Releases, Downloads, Knowledge, and Client-safe notifications.
- Keep Client-visible conversation and resources strictly separated from internal notes and workspace-only operations.
SLA and support operations
Bring response commitments, workload, and service outcomes into one operational view.
- Track first-response and resolution targets with breached and at-risk views, status and assignment visibility, and operational notifications.
- Use Workspace Overview, reporting, and job diagnostics to monitor support operations without turning targets into a contractual SLA unless separately agreed.
Email and integration foundations
Use validated email and integration foundations without depending on instant delivery guarantees.
- Send transactional email and bring inbound email into Tickets with secure threading, duplicate prevention, and loop prevention.
- Connect external systems through tenant-scoped API keys, signed webhooks, delivery records and retries, and integration mappings.
Platform administration
Operate the platform through a deliberately bounded administration surface.
- Administer organizations, Trial and plan assignment, feature and usage visibility, tenant suspension and reactivation, and job diagnostics.
- Maintain platform-level operational oversight without automatically granting access to tenant Ticket content.
Security and access
Use layered access controls designed to keep workspace, Client, and administrative contexts distinct.
- Apply role-based access, workspace isolation, Client-level access boundaries, and Row Level Security across application-facing data.
- Protect private Storage, signed Downloads, API credentials, and webhook verification while separating public replies from internal notes and restricting administrative boundaries.