> ## 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 User Path: Journey Through Context and Action

> The end-to-end support practitioner journey in SpineWorkspace, from entering the platform to resolving tickets and continuing the next session.

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.

<Steps>
  <Step title="Enter">
    Log into SpineWorkspace and land on the Support Dashboard with your personalized queue, active incidents, and SwiftSolve suggestions.
  </Step>

  <Step title="Discover">
    Scan new items, alerts, and Twin highlights for urgent tickets, SLA risks, and incidents.
  </Step>

  <Step title="Understand">
    Select a ticket to see the full projection: customer history, linked Slack threads, similar past issues, and knowledge suggestions.
  </Step>

  <Step title="Contextualize">
    Twin proposes a classification, next action, or escalation path. You refine or override in natural language.
  </Step>

  <Step title="Decide">
    Choose to reply, update status, escalate, or schedule follow-up based on the full context.
  </Step>

  <Step title="Act">
    Run a capability. Spine resolves authorization and executes the workflow writing to the source system.
  </Step>

  <Step title="Review">
    View the outcome, the receipt, and any downstream impact on SLA or linked entities.
  </Step>

  <Step title="Continue">
    Your queue and incident context persist across sessions, so you resume right where you left off.
  </Step>
</Steps>

## Related

* [Human Workbench](/internal-docs/domains/support/human-workbench)
* [AI Workbench](/internal-docs/domains/support/ai-workbench)
* [Execution Flow](/internal-docs/domains/support/execution-flow)
* [Continuity](/how-it-works/continuity)
* [Governed Actions](/how-it-works/governed-actions)


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