Surfaces, roles and current terminology

Permissions, settings and activation

• Include domain, platform version, and reproduction steps when contacting soq.edu.sg.
• In-app Support tickets require CRM permissions; they do not replace vendor support at soq.edu.sg.
• Do not share full .env secrets in tickets; redact credentials.

Core workflows

Open an external SOQ support case

1. Capture the affected Admin path (configured Admin URL) and whether the feature is toggled under Features / Settings.
2. Note PHP/platform version and whether the issue is a disabled feature versus a runtime error.
3. Contact support via soq.edu.sg with steps to reproduce.
4. Apply the advised configuration fix and retest.

Handle an in-app support ticket

1. Open CRM → Support tickets at the configured Admin URL.
2. Filter by department or course conversation as needed.
3. Reply, reassign, or close according to your CRM workflow.
4. Confirm the requester can see the response in Panel ? Support when applicable.

Prepare diagnostics for escalations

1. Reproduce with a non-production account when possible.
2. Collect timestamps, order IDs, and whether Maintenance or Debugger/env debug is on.
3. Attach only sanitized logs and screenshots.

Result states

• Success: External case or in-app ticket reaches the right owner and the operator can continue with a clear next action.
• Pending: Awaiting soq.edu.sg reply or learner response on an open ticket.
• Denied: Staff lack CRM support permissions, or the external entitlement does not include support.
• Error: Ticket save/mail failure or missing contact channel; fix SMTP/mail and permissions before retrying.

Related guides

• Support Tickets
• Panel Support
• Feature Activation
• Debugger