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Support Agent Guide

This guide is for BlinkLife support agents. It covers how to access the admin panel, handle tickets, and escalate when needed.

Accessing the admin panel

Go to admin.blinklife.com and sign in with your support account. Your account must have the SUPPORT_AGENT role — contact an admin if you can’t log in.

Once logged in you’ll see only the Support section in the sidebar:

  • Inbox — all open and pending tickets
  • Help Articles — sync status for the public knowledge base

Handling a ticket

  1. Open Inbox and filter by OPEN to see new tickets
  2. Click a ticket to read the full message thread
  3. Review any previous messages before replying — context matters
  4. Write your reply in the composer and click Send Reply
  5. Update the status:
    • PENDING — waiting for the user to respond
    • RESOLVED — issue is fixed, no further action needed
    • CLOSED — ticket is done, user won’t need to reply

Response guidelines

  • Respond within one business day for OPEN tickets
  • Be concise — users want answers, not essays
  • If you can point them to a specific help article, do it
  • Never share internal system details (error codes, stack traces, database info)

When to escalate

Escalate to an ADMIN if:

  • The ticket involves a billing dispute or refund request
  • The user reports data loss or account corruption
  • The issue appears to be a bug affecting multiple users
  • The user is abusive or making legal threats

To escalate: add a note in the ticket reply mentioning the issue, set status to PENDING, and message an admin directly via Slack.

Using the AI support chat

The AI support chat on support.blinklife.com is powered by the indexed help articles. If you see users asking questions in tickets that aren’t covered in the docs, flag them so we can add a new article.