> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Capabilities: Governed Read, Write, and Workflow Actions

> Specific Support domain capabilities with authorization, scope, and receipts. Examples include ticket updates, escalations, and knowledge publication.

Every action in the Support domain is a governed capability. Capabilities define what can be done, by whom, under what conditions, and with what evidence trail. Each execution produces a receipt.

## Read Capabilities

| Capability | Effect | Scope |
| - | - | - |
| support.ticket.read | Read ticket details, history, and linked items | Assigned queue or authorized account |
| support.customer.read | Read customer tier, contract, and activity history | Account-linked access |
| support.incident.read | Read incident status, linked tickets, and timeline | Incident membership |
| support.knowledge.read | Read published and draft knowledge articles | Role-based |

## Write Capabilities

| Capability | Effect | Authorization |
| - | - | - |
| support.ticket.update | Change priority, status, or assignment | Agent or manager role |
| support.ticket.reply | Send a reply to the customer | Agent role |
| support.escalation.create | Create an engineering escalation in Jira/Linear | Escalation policy rule |
| support.knowledge.publish | Publish a reviewed article to the knowledge base | Manager or approved agent |

## Workflow Capabilities

| Capability | Effect |
| - | - |
| support.workflow\.triage | Run the triage workflow: classify, assign, and set SLA fields |
| support.workflow\.incident\_response | Trigger incident declaration, on-call paging, and status tracking |
| support.workflow\.postmortem | Generate a postmortem from audit trail and linked events |

Each capability is enforced at execution time. Unauthorized attempts are logged and blocked.

## Related

* [Support Index](/internal-docs/domains/support/index)
* [Execution Flow](/internal-docs/domains/support/execution-flow)
* [Governed Actions](/how-it-works/governed-actions)
* [Workflows](/internal-docs/domains/support/workflows)
* [Founder Ops](/internal-docs/domains/founder-ops/index)


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