SupportMesh Docs
Defects
Track the software issue separately from the support conversation while preserving links between the two.
Tickets and defects are related but separate
A ticket is a support workflow record. A defect is a tracked software problem record. SupportMesh links them when useful, but they do not share one lifecycle.
Defect status and severity
| Status |
|---|
| Open |
| Triaged |
| In Progress |
| Fixed |
| Verified |
| Closed |
| Rejected |
| Severity |
|---|
| Minor |
| Major |
| Critical |
| Blocker |
Defects also carry client visibility controls. The current database model supports hidden, summary, and visible client-facing states, with a summary required when the defect is not hidden.
Linked tickets
Multiple tickets can point to the same defect when the underlying problem is shared. Closing a ticket does not automatically close the defect record, and closing a defect does not rewrite ticket history for you.