Franchisee helpdesk
Support → Tickets is the queue of issues your franchisees have raised with you — each with a category, a response-time target, and a full thread.
Working the queuelink
Each ticket carries a response-time target derived from its category (urgent operational issues carry the tightest targets), and the queue shows plainly which tickets are inside or past their target. The targets are Kariant platform defaults and are labeled as such to your franchisees too.
Responding moves a ticket to in-progress automatically. You can set a ticket to waiting-on-franchisee when the next move is theirs, resolve it when done, or close it; a franchisee can reopen a resolved ticket if the fix did not hold, and the same thread continues.