Create support cards
Add a manual card when a customer question, product gap, or support follow-up needs owner attention.
Support Board
A private board for support work that should become knowledge.
Track manual support cards, private owner notes, status history, assignee context, related surfaces, and governed answer-proposal handoff without turning Canonica into a project-management tool.
Manual support cards and private notes
Status history for owner review
Answer proposal handoff
Support Board
Canonica product layer
Support Board
Track manual support cards, private owner notes, status history, assignee context, related surfaces, and governed answer-proposal handoff without turning Canonica into a project-management tool.
Manual support cards and private notes
Status history for owner review
Answer proposal handoff
Support truth flowReviewed
1Source content
2Product context
3Approved answer
Support Board
Keep support follow-up visible without mirroring every ticket.
Support Board is the owner/staff workboard for support gaps that need follow-up. Tickets, conversations, and signals keep their own screens; the board is for the items owners decide should become reviewed support work.
Keep private notes
Store internal owner/staff context on the card. Notes stay private and never render in hosted help, widget answers, or public pages.
Track status history
Use the current status for filtering while keeping a timestamped activity trail of status changes and remarks.
Assign follow-up
Add assignee, due date, priority, tags, and related customer/support context without building a full helpdesk workflow.
Link support context
Attach the card to related product surfaces, entities, tickets, conversations, or answers when that context makes review faster.
Create answer proposals
Turn a handled support card into a governed answer proposal, then approve it through Knowledge Governance before it becomes official.
Workflow
From owner note to reviewed support knowledge.
Support Board stays manual-first by default: owners create the cards that matter, add private context, move the item through review, and hand off answer work to governance when needed.
01
Create a card
Capture the support gap, unresolved question, or follow-up item the owner wants to track.
02
Add private context
Record internal notes, assignee, priority, due date, and links to the relevant support objects.
03
Move the status
Use current status for the board view while preserving timestamped status activity.
04
Connect product context
Link the item to a surface, entity, answer, ticket, or conversation when that helps review.
05
Create a proposal
Draft an answer proposal only when the support item should become reusable support knowledge.
06
Approve in governance
Knowledge Governance remains the authority layer before an answer becomes official.
Connected product truth
The board connects support work without duplicating every screen.
Support Board is useful because it sits above tickets, conversations, surfaces, and governance as an owner review lane. It should not replace those dedicated screens.
Feature layer
01
Support Board
Track manual support cards, private owner notes, status history, assignee context, related surfaces, and governed answer-proposal handoff without turning Canonica into a project-management tool.
02
Reviewed source
Support Board is useful because it sits above tickets, conversations, surfaces, and governance as an owner review lane. It should not replace those dedicated screens.
03
Page context
Manual support cards and private notes
Connected surfaces
01
Tickets
Fallback tickets stay in the ticket inbox; selected issues can become board follow-up.
02
Conversations
Low-confidence conversations and feedback can inform cards without exposing chat logs publicly.
03
Product surfaces
Cards can point to billing, onboarding, settings, integrations, releases, or error pages.
04
Governance
Answer proposals created from cards still require owner approval before becoming authoritative.
Questions
What owners usually ask about support board.
Is Support Board a ticket inbox?
No. Tickets stay in the ticket inbox. Support Board is the private owner workboard for selected support gaps, follow-up notes, and knowledge tasks.
Does the board sync every ticket and signal?
No. The default public product story is manual-first. Ticket/signal sync and nightly board preparation are controlled rollout paths and are not on for every workspace by default.
Are notes visible to end users?
No. Support Board notes are internal owner/staff context only. They do not appear in hosted help, widget responses, public APIs, or customer-facing docs.
Does creating a card publish an answer?
No. Cards can create answer proposals, but Knowledge Governance and owner approval decide what becomes authoritative support knowledge.
Launch support board as part of the full support loop.
Canonica works best when support board stays connected to widget answers, hosted help, tickets, and answer review.