Skip to main content
The Support domain in SpineWorkspace is the shared workbench for fast, accurate technical issue resolution. Support engineers, managers, and on-call responders work in a single context instead of switching between Zendesk, Slack, Linear, and Sentry. Domain Purpose: Power real-time support, triage, escalation, and post-incident learning by unifying tickets, customers, incidents, and knowledge into actionable, shareable views. Every interaction writes back to source systems, so accounts stay consistent everywhere.

Human Workbench

Start your daily support loop with the queue, triage checklist, and SwiftSolve cards.

AI Workbench

Learn how Twin drafts, proposes, and delegates for ticket resolution, escalation, and knowledge.

System Flow

See how Spine ingests, normalizes, and projects support data on demand.

Execution Flow

Understand the full path from intent to source-system update and receipt.

​
Core Entities

  • Ticket / Case: The primary request or issue assigned to a support engineer. Derived from Zendesk, Intercom, or Freshdesk.
  • Customer: The person or team account linked to each ticket.
  • Incident: A marked event tied to one or more tickets that may require on-call escalation.
  • KnowledgeArticle: Reusable answers and guides that agents and Twin suggest during triage.
  • SLA / Escalation: Real-time thresholds and escalation paths mapped from your help desk and PagerDuty.

​
Key Views

  • Ticket Queue: Open, assigned, and unassigned tickets ranked by priority, SLA, and recency.
  • Escalations: Active escalations to engineering or leadership with status and owner.
  • Active Incidents: Live incident cards linked to multiple tickets and on-call responders.
  • SLA Dashboard: Current SLA health by queue, assignee, and escalation level.
  • Knowledge Base: Searchable articles and internal drafts suggested by Twin.

​
Primary Workflows

  • Triage: New items are organized, prioritized, and assigned based on type, SLA, and expertise.
  • Incident Response: An incident is triggered, documented, escalated, and resolved with full logging.
  • Escalation to Engineering: A ticket that requires engineering input is routed, linked, and tracked in Jira/Linear.
  • Knowledge Publication: Full-resolution guidance is captured, reviewed, and published back to the knowledge base.
  • Postmortem: After an incident, a postmortem is created from the audit trail and shared with stakeholders.

​
Explore More

Domain Details

Operating model, responsibilities, KPIs, and non-goals.

Domain Views

Deep dive into the views powering the Support workbench.

Business Context

Entities, relationships, and events that make support context actionable.

Integrations

Source systems that feed the Support domain and what each provides.