Used in
Widget, hosted help, tickets, and review
Support Board
A private board for support follow-up that needs an owner.
Track manual support cards, private owner notes, status history, assignee context, related product areas, and draft-answer handoff without turning AnswerLattice into a project-management tool.
Manual support cards and private notes
Status history for owner review
Draft-answer handoff
Publish rule
Drafts stay review work until approved
Owner outcome
See what this feature changes in the support loop
Support Board
Keep support follow-up visible without mirroring every ticket.
Support Board is the owner/staff workboard for support gaps that need follow-up. Tickets, conversations, and signals keep their own screens; the board is for the items owners decide should become reviewed support work.
01 / Support Board
Create support cards
Add a manual card when a customer question, product gap, or support follow-up needs owner attention.
Manual support cards and private notesStatus history for owner reviewDraft-answer handoff
02
Keep private notes
Store internal owner/staff context on the card. Notes stay private and never render in hosted help, widget answers, or public pages.
03
Track status history
Use the current status for filtering while keeping a timestamped activity trail of status changes and remarks.
04
Assign follow-up
Add assignee, due date, priority, tags, and related customer/support context without building a full helpdesk workflow.
05
Link support context
Attach the card to related product areas, tickets, conversations, or answers when that context makes review faster.
06
Create draft answers
Turn a handled support card into a draft answer, then approve it before it becomes official.
Workflow
From owner note to reviewed support knowledge.
Support Board stays manual-first by default: owners create the cards that matter, add private context, move the item through review, and hand off answer work when needed.
01
Create a card
Capture the support gap, unresolved question, or follow-up item the owner wants to track.
02
Add private context
Record internal notes, assignee, priority, due date, and links to the relevant support objects.
03
Move the status
Use current status for the board view while preserving timestamped status activity.
04
Attach product context
Link the item to a product area, answer, ticket, or conversation when that helps review.
05
Create a draft answer
Draft an answer only when the support item should become reusable support knowledge.
06
Approve the answer
The review queue remains the approval step before an answer becomes official.
Connected support outputs
The board turns scattered follow-up into review work.
Support Board is useful because it sits above tickets, conversations, product areas, and answer work as an owner review lane. It should not replace those dedicated screens.
Feature layer
01
Support Board
Support Board turns structured support knowledge, safe page context, and owner approval into usable support output.
02
Scattered knowledge
Docs, tickets, releases, screenshots, recordings, and notes become widget help, hosted help, fallback, and answer review from one workspace.
03
Page context
Manual support cards and private notes
Support outputs
01
Tickets
Fallback tickets stay in the ticket inbox; selected issues can become board follow-up.
02
Conversations
Low-confidence conversations and feedback can inform cards without exposing chat logs publicly.
03
Product areas
Cards can point to billing, onboarding, settings, integrations, releases, or error pages.
04
Answer review
Draft answers created from cards still require owner approval before becoming official.
Support output layer
Support Board is one part of the full support layer.
A founder may start with support board, but the value comes from turning it into setup, in-app support, hosted help, fallback, and approved-answer review.
A familiar place for users to get help
Each feature is explained as something buyers already recognize: docs, FAQs, releases, tickets, feedback, notifications, or review work.
Feeds the support suite
The feature does not live alone. It helps turn scattered product knowledge, tickets, and signals into widget answers, hosted help, fallback, and owner review.
Owner control stays visible
Drafts, generated content, ticket gaps, and feedback remain reviewable before anything becomes official support.
Explore the support layer
Set up support
Create your workspace, add team access, turn starter sources into reviewed support drafts, and map the pages where users need help.
In-app help widget
Install one widget, pass safe page hints, accept explicit screenshot context, allow exact app origins, and answer users inside your app.
Help center and tickets
Turn scattered product knowledge into scannable docs, FAQs, owner answers, release notes, widget help, fallback tickets, feedback, and a focused read-only owner brief.
Review approved answers
See missing, stale, or release-affected support, review proposed changes, and approve what becomes official.
Worth checking
Before choosing support board, check the product fit.
Answer the evaluation questions before setup: how it launches, what stays safe, and how it differs from nearby support tools.
Setup path
Show how the feature fits into the widget, hosted help, fallback, and owner review before users depend on it.
View product mapSecurity boundary
Review safe page context, blocked private data, owner roles, fallback behavior, and approved-answer review.
Review securityCompare support options
See where AnswerLattice fits against chatbots, helpdesks, and static knowledge bases without treating them as the same product.
Compare optionsQuestions
What owners usually ask about support board.
Is Support Board a ticket inbox?
No. Tickets stay in the ticket inbox. Support Board is the private owner workboard for selected support gaps, follow-up notes, and knowledge tasks.
Does the board sync every ticket and signal?
No. The default public product story is manual-first. Ticket/signal sync and nightly board preparation are controlled rollout paths and are not on for every workspace by default.
Are notes visible to end users?
No. Support Board notes are internal owner/staff context only. They do not appear in hosted help, widget responses, public APIs, or customer-facing docs.
Does creating a card publish an answer?
No. Cards can create draft answers, but owner approval decides what becomes official support knowledge.
Launch support board as part of the full support loop.
AnswerLattice works best when support board feeds widget answers, hosted help, tickets, and answer review from the same reviewed support knowledge.