Surfaces, roles and current terminology

Permissions, settings and activation

• Support permissions are separated into send, list, departments, and course-conversation access.
• Comments and abuse reports use content-family and action-specific permissions; report reasons are independently configurable.
• Notifications separate history, posted broadcasts, send, template-create, and template-list permissions.
• External email or SMS delivery requires its channel settings; successful in-app posting does not prove external delivery.
• Noticeboard menu permissions exist, but the current rendered view is inactive. Do not present List or New as functioning operations until activation replaces the status page.

Core workflows

Resolve support and course conversations

1. Open Support ? List for platform tickets or Support ? Course Conversations for course-scoped threads.
2. Verify the requester, department, course, assignee, status, and message history.
3. Reply in the existing conversation and close only after the resolution is recorded.
4. Confirm the user can see the response from the corresponding Panel support surface.

Moderate comments and abuse reports

1. Open Comments for the relevant content family or Reports for reported content.
2. Review the original content, report reason, reporter context, and previous replies.
3. Publish, reply, edit, remove, or dismiss according to the granted action and moderation decision.
4. Record the outcome consistently; configure Report Reasons when users need clearer categories.

Respond to contacts and broadcast notifications

1. Open Contacts, read the submitted details, and use the implemented reply flow or the established external response process.
2. For a broadcast, open Notifications ? New and select the intended audience and message.
3. Use Templates when a reusable notification structure is required, preserving supported placeholders.
4. Check History and Posted after sending, then verify configured external channels separately.

Result states

• Success: The conversation contains the reply, moderation outcome is visible, the contact is handled, or the broadcast appears in history for the intended audience.
• Pending: A ticket remains open, a comment/report awaits review, a contact awaits response, or notification delivery is queued.
• Denied: The staff role lacks the specific list, reply, moderation, broadcast, history, or template permission, or Noticeboard is inactive.
• Error: Recipient selection, template data, channel configuration, conversation state, or validation prevents completion; retain the draft and do not duplicate-send.

Operational notes

• Notification History and Posted are operational records, but delivery status must still be interpreted per configured channel.
• Inactive Noticeboard pages are activation statuses, not empty communication queues.

Related guides

• Support Tickets
• Course Support
• Contacts
• Notification Templates
• Reports
• Admin Content Operations