Welcome

Get help with SurgiCalendar, submit a case, or track one you’ve already opened.

For customers

Submit a case

File a new support case. Our team (and our AI triage) take it from there — you’ll get an email as soon as it’s routed.

My cases

Check the status of cases you’ve already opened, read replies from our team, and respond to anything waiting on you.

Staff tools

Admin workspace

Triage queue, AI recommendations, approve/reject actions, assign + escalate.

Agent workspace

Role-scoped queue + search. What agents and team leads use day-to-day.

Knowledge base

Author, edit, publish help articles. Surfaced in the customer portal for self-serve.

Reports

Case volume, response time, CSAT, and operational metrics for the last 30/90 days.

Customer overview

One row per customer org — open volume, urgent count, oldest case, CSAT. The "who's hot" dashboard.

AI Pipeline

What the classifier decided, where humans intervened, recent escalations to dev. Trust-but-verify dashboard for the AI's work.

Notification settings

Choose how you're notified when cases are assigned to you, escalated, or breach SLA. Email, SMS (soon), Teams DM (soon).

Staff management

Promote staff to team_lead or admin, change their team. Admin-only.

JIRA triage

Stale tickets in your project + Claude-assisted "what to do next" suggestions per ticket. Admin-only.

Notification exclusions

Suppress Teams stall-card pings for specific customers, users, or domains (internal staff, friendly-test orgs). Cases still appear in queues and reports. Admin-only.

Dev quick-access

These links use the dev-mode auth fallback. Disabled in production.

Customer side

→ My Cases (pick identity on page)

Agent side

→ Agent — Jim Dixon (development)
→ Team lead — Laura Boyd (customer success)
→ Admin — Ryan Lavender