> ## 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 Human Workbench: Surfaces and Daily Flow

> The daily Support workbench view: queues, tools, tabs, and the triage-to-resolution loop within SpineWorkspace.

The human workbench is the primary surface where support engineers and managers spend their time. It brings tickets, customers, incidents, and knowledge into one view so teams can triage, act, and review without switching tools.

## Primary Surfaces

* **Ticket Queue**: A filterable list showing priority, SLA status, assignee, source tool, and latest update.
* **Incident Room**: A combined workspace for active incidents linking multiple tickets, on-call status, and Slack threads.
* **SwiftSolve Panel**: AI suggestions, drafts, and next-step proposals generated by Twin.
* **Escalation Tracker**: Workspace for managing active escalations to engineering or leadership.

## Daily Loop

<Steps>
  <Step title="Open the Queue">
    Start the day in the Ticket Queue filtered by your assignments and SLA urgency.
  </Step>

  <Step title="Triage with SwiftSolve">
    Review Twin suggestions: classification, next action, and related knowledge articles.
  </Step>

  <Step title="Act or Escalate">
    Run a capability to reply, update status, create a Jira issue, or escalate to on-call.
  </Step>

  <Step title="Log and Continue">
    The resolution is written back to the source system. Context persists for the next session or handoff.
  </Step>
</Steps>

## Tabs and Tools

* **Customer 360**: Past tickets, recent events, and account status from connected tools.
* **SLA Monitor**: Live SLA health by queue and assignee.
* **Draft History**: Every Twin proposal, including rejected drafts, for reference.
* **Knowledge Panel**: Search and suggest articles linked to the current customer or ticket.

## Related

* [Support Index](/internal-docs/domains/support/index)
* [User Flow](/internal-docs/domains/support/user-flow)
* [AI Workbench](/internal-docs/domains/support/ai-workbench)
* [System Flow](/internal-docs/domains/support/system-flow)
* [Execution Flow](/internal-docs/domains/support/execution-flow)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.