Welcome
The complete guide to NSupport Platform - the multi-tenant, AI-powered platform for incident management and knowledge sharing.
NSupport Platform is a multi-tenant support platform. End users file incidents and ask the AI assistant; agents triage and resolve; admins configure the workspace. Everything an organization needs to run a modern, AI-assisted helpdesk lives in one place. This documentation explains every feature, how to use it, and exactly what each role can do.
What you can do here
Create and track incidents
Report an issue, follow its status through a clear workflow, add comments and attachments, and reopen a resolved case.
Ask the AI assistant
A streaming chat assistant grounded in your own knowledge base and announcements - it cites its sources, looks up your cases and can file new ones after you confirm.
Stay informed
Service announcements for planned maintenance and outages, plus real-time and push notifications.
Build your knowledge base
Publish articles that power both search and the AI assistant, and manage a role-aware document library.
Collect feedback & reviews
Gather ratings from a public link, the widget, members or pasted-in Google reviews - and let the AI keep a running improvement report up to date.
Embed on any website
Two one-line, zero-dependency scripts put your AI chat and feedback collector on your own site, sandboxed in a shadow DOM.
Core concepts
- Workspace (tenant). All data - incidents, articles, announcements, documents, users - belongs to one workspace: an organization, a department or a client. You can be a member of several workspaces and switch between them from the top bar. Nothing is ever shared across workspaces.
- Roles. Within each workspace you have one role - Owner, Admin, Agent or Member - which determines what you see and can do. A platform-level super admin flag exists for managing workspaces themselves. See Roles & permissions.
- Incidents. The tickets that members create and agents resolve, following a fixed status workflow.
- Categories & workflows. Admins define the categories incidents fall into and the workflows that govern status transitions.
In this documentation, "incident" and "case" mean the same thing. The label in the interface is Cases.
How this documentation is organized
- Getting started - signing in, the layout, switching workspaces.
- Roles & permissions - the role model and a full permissions matrix.
- Daily use - the dashboard, incidents and the AI assistant.
- Communication - announcements and notifications.
- Knowledge & files - the knowledge base and the document library.
- Feedback & widgets - collecting reviews and embedding the chat and feedback widgets on your own website.
- Administration & account - user management, categories, workflows, broadcast push and your personal profile.
Most feature pages end with a role table so you can see at a glance who can do what.
Languages
The product and this documentation are available in English and Dutch.
Use the language switcher in the top bar - the URL keeps the language
(/en/docs/... or /nl/docs/...).