Customer support handoff

Use Slab5 to turn a product company customer issue into a Support ticket, team-only triage note, owner task, asset or invoice link, and auditable activity trail.

Use case

A customer emails support about a product issue that may affect renewal. The support agent wants the product owner and account owner to follow up without losing the customer conversation, linked invoice, screenshot, or team-only note.

Prompt

Maya Chen from Atlas Foods reported that the usage export is missing April invoice rows. Create an urgent Support ticket in the billing queue, add the email as the first customer message, add a team-only note for finance, create a task for the product owner, link invoice inv_123 and screenshot asset ast_456, and log the handoff on the Atlas Foods company record.

Flow

1. Confirm the Support module is enabled and the credential has support:write.
2. list_support_queues to find the billing queue.
3. search_companies or search_contacts for Atlas Foods and Maya Chen.
4. create_support_ticket with priority: urgent, company_id, contact_id, invoice_id, tags, SLA due dates, and custom_fields.
5. add_support_ticket_message with the inbound customer email.
6. add_support_ticket_comment for the team-only finance note.
7. create_task linked to the support ticket.
8. search_assets for the screenshot or create an upload intent if it is not stored yet.
9. log_activity on the company or support ticket.
10. Return the request IDs for every write.

Scopes and modules

Enable Support, CRM, Tasks, Files and Media, and Activity Log for the workspace.

Minimum agent scopes:

support:read
support:write
crm:read
tasks:write
assets:read
activity:write

The agent does not need settings:admin, billing administration, or broad workspace administration rights.

Why Slab5 helps

• Support context becomes structured operational state under the Support module.
• Follow-up ownership is explicit.
• The invoice and screenshot links stay attached to the case instead of being buried in email.
• Audit logs show what the agent changed and why.
• Usage events and request IDs make support debugging possible.