Tickets move between open, waiting, resolved, and reopen flows. Exact enums live in OpenAPI schemas — consume GET /api/support/config for project defaults.
Projects may enable AI-first replies with escalation:
- AI may respond immediately when confidence is high.
- Silence timers may trigger AI follow-up (
ai_after_silencestyle policies). - Users may request human explicitly — MCP exposes
social.support.request_human.
Staff consoles keep audit trails on transitions rather than injecting synthetic system rows into user-visible chat when avoidable — rely on REST/MCP transition actions for lifecycle truth.
Support threads use stable project-scoped channel identifiers — treat them as opaque strings in integrations; do not parse internal prefixes.