# DIREKT Support Operations

## Channels

In-app support is primary. Email/phone channels may be added with case linkage. Public GitHub issues are not customer support.

## Ticket types

Account, profile, verification, location, enquiry, review, complaint, subscription/payment, accessibility and technical.

## Workflow

Authenticate → classify/severity → gather minimum information → resolve/escalate → communicate → close → quality sample.

## Access

Support sees minimum fields. Sensitive evidence and trust decisions require escalation. Support cannot promise approval or edit verification silently.

## Knowledge base

Versioned, linked to current app/policy and written in plain language.

## Metrics

first response, resolution, reopen, escalation, satisfaction, top causes and privacy/security incidents.

## Safety

Threat/fraud/identity reports transfer immediately to trust/safety procedure.
