Three streams of launch-week tickets from Support, Sales CSAs and partner resellers flow into one knowledge-base reservoir with a shelf of articles. Each ticket is searched against the shelf, routed through triage gates for the 72-hour window, the plan tier and flag or cache, and leaves through the tier-1 outlet or up an escalation tower. Needless escalations and repeat questions leak at that audience’s stream; a logged gap drafts a new shelf panel. Every decision in this scene can also be made with the buttons in the controls panel.
