The Incident Log is a chat-style timeline that documents everything that happens with an incident from creation through completion. It creates an audit trail of repair progress, administrator actions, and important notes throughout the incident lifecycle.
Incident Photos provide visual documentation of device damage, creating permanent evidence for insurance claims, billing disputes, and accountability. Photos are uploaded to incident records and stored with the incident permanently.
The Notes tab provides a private, internal space for administrators to document important information about a user. Think of it as staff-only annotations - observations, interventions, conversations, agreements, and context that help staff understand the complete picture when working with this user.
The Knowledge Base is a comprehensive help article system that serves two purposes: providing internal documentation for support staff and offering a public-facing help portal for end users. It integrates directly with the ticket submission process to suggest relevant articles, helping reduce repetitive support requests.