Evidence

A resident sends a photograph with the complaint, and the Service Agent later adds a field note. record attachments stores the file, title, type, uploader, upload time and visibility. ticket events stores the chronological responses, notes, pauses, escalations and resolutions. Both kinds of record point back to the ticket, so the reviewer can see the context in which a file or event was added.

Visibility needs a deliberate choice. A shared attachment may be suitable for the complainant, while an internal one stays with authorized staff. Customer-visible events should contain information intended for the complainant. The team should check direct file access as well as the record list when rehearsing permissions. An uploaded file alone is not a supervisor decision or a completed resolution.

• Files. The uploader sets a title, evidence type and visibility when adding a file to the ticket.
• Events. The agent records the public answer or private note as a separate chronological event.
• Access. The supervisor examines both the file and event audience before using either in a decision.

A photograph can support the resident’s account without becoming a public response. Keep its upload time and named uploader with the file so a later reviewer can place it in the sequence.

Agree which evidence types are useful, who may upload, and who may change visibility. Set a naming convention that helps a reviewer find the relevant file. Review whether the organization needs an external storage or delivery connection and configure that separately before using it.

Attach one shared and one internal file to a sample ticket. Add a customer response and an internal note. Ask a Service Supervisor to inspect the case evidence and an agent to explain the sequence. Verify that the complainant-facing access path exposes only material marked for sharing.

Use the same sample to test a conflicting instruction and an authorized correction. The resulting record should tell the next handler what remains to do. Keep the earlier event or decision available when a case returns to work; otherwise the apparent current status can conceal an unresolved question.

• Evidence Register — Locate files by ticket, uploader and visibility before opening them.
• Submitted Cases — Find formal cases whose supporting files need review.

Follow complaint intake and case review to see how these records move between people. Use the data model when importing the first complaints and the roles page before granting access.