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The Support User Path follows the standard Spine user flow and is adapted for triage-heavy, SLA-driven work. Every step surfaces the right context so engineers can act quickly without searching.
1

Enter

Log into SpineWorkspace and land on the Support Dashboard with your personalized queue, active incidents, and SwiftSolve suggestions.
2

Discover

Scan new items, alerts, and Twin highlights for urgent tickets, SLA risks, and incidents.
3

Understand

Select a ticket to see the full projection: customer history, linked Slack threads, similar past issues, and knowledge suggestions.
4

Contextualize

Twin proposes a classification, next action, or escalation path. You refine or override in natural language.
5

Decide

Choose to reply, update status, escalate, or schedule follow-up based on the full context.
6

Act

Run a capability. Spine resolves authorization and executes the workflow writing to the source system.
7

Review

View the outcome, the receipt, and any downstream impact on SLA or linked entities.
8

Continue

Your queue and incident context persist across sessions, so you resume right where you left off.