Notifications
Inform the right person about an event, deadline or change.
Shared work
Conversation stays attached to the work.
For support, after-sales, operations and clients: a signal becomes a resolution with clear ownership.
Journey
Notification, ticket, answer, escalation, resolution
Signal
The notification names the object
Order, receipt, shipment, invoice or incident arrives with context and recipient.
Qualification
The ticket finds an owner
Category, priority, client and domain route the request to the right queue.
Answer
The team answers with the case open
The answer desk, attachments and history keep the response tied to operations.
Escalation
Authority follows the decision
Support, after-sales, finance or operations receive the case without surrendering their approvals.
Resolution
The outcome returns to the requester
The ticket closes with an answer, business state and, when needed, a follow-up action.
Channels
Each channel has a purpose
Team conversation
Coordinate current work without replacing the recorded decision.
Ticket and answer desk
Retain request, attachments, owner, answer and resolution state.
Boundaries
Answering does not mean approving
The business workflow retains the decision
Support can qualify and route; refunds, dispositions, credit notes and operational changes follow their own authorities.
An announcement distributes information; it does not silently change an object’s state.
Follow one incident end to end
Describe the signal, owner, escalation and what confirms resolution.