# Tickets that keep their evidence

> Support and case management. A support case closes, then comes back as a dispute, a warranty claim or an auditor's question. Tabellix keeps the case, its attachments and every step taken by people and AI agents on a record that still verifies years later.

## What gets asked: What customers and auditors ask.

Most cases are never looked at again. The few that are decide disputes.

- **What was promised.** Every reply and commitment on a case, in order, unchanged since it was sent.
- **Changes to the case.** Every change to status, priority, owner or resolution, by whom, and why.
- **What the AI agent did.** Which replies an agent drafted, what it changed, and where a person stepped in.
- **Safe attachments.** Whether a file a customer uploaded was checked before anyone on the team opened it.
- **Erasure.** Whether a customer's personal data can be erased while the case history stays intact.
- **A copy for a third party.** A complete copy of the case for the customer, a partner or an auditor, that they can check themselves.

## How Tabellix answers: Closed, not forgotten.

- **Captured once.** Each reply and status change is an event record, locked at capture and bound to the case. A correction is an amendment with a reason, and the original stays visible.
- **A tamper-evident history.** Every change is written to a hash-chained ledger in the same transaction as the change, so the history shows who did what and any later change is detectable.
- **Agents on the record.** Every tool call carries the person and the agent session. When an agent reads a customer's text its session trust drops and it may write less, and high-risk actions wait for a person to confirm out of band.
- **Scanned before it is served.** Every upload is scanned for malware and served only after the scanner answers clean. Downloads are served with active content blocked, and each is logged before the first byte.
- **Erasure that keeps the history.** Personal data about each customer sits under that customer's own key. Erasure destroys the key and keeps the case, its links and its history, and the audit trail [still verifies](https://tabellix.dev/privacy-retention/).
- **A sealed copy of the case.** A disclosure releases a case with its members as a signed bundle that verifies offline, and the accounting shows what each recipient received.

## Typical records: A case, with its evidence.

| Record | Kind | What it holds |
| --- | --- | --- |
| Support case SC-88412 | case record | Status, priority, owner and resolution as its lifecycle; replies, attachments and approvals as ordered members; retention counted from closure. |
| Customer reply | event record | Author, channel, time and text, locked at capture. |
| Response target missed | event record | The target, the time it was missed and the case, sent by your platform through the API. |
| Escalation to engineering | case record | Linked to the support case; the fix, the verification and the sign-off as lifecycle steps. |
| Knowledge base article KB-0219 | document | Versioned, reviewed and released; a case links to the version it cited, and that link never moves. |
| Uploaded log file | document | Kept as its exact bytes, scanned before anyone opens it, its digest checked on every read. |

[Documents, records and the evidence about both](https://tabellix.dev/records/)

## Go deeper

- [Agents](https://tabellix.dev/agents/): AI agents act for a person, never above that person, and named people stay accountable.
- [Privacy and retention](https://tabellix.dev/privacy-retention/): Keep what the law requires and erase what privacy law allows, with the audit trail intact.
- [Developers](https://tabellix.dev/developers/): One contract over gRPC, REST and MCP, events, webhooks and a catalog to render from.
- [Security](https://tabellix.dev/security/): Deny by default, hidden existence, policy as code and a hardened platform.
- [OEM and white label](https://tabellix.dev/oem/): Embed Tabellix as the record layer of your product and ship it under your own brand.

## FAQ: Common questions.

### Does Tabellix replace our ticketing system?

No. Your ticketing product keeps its queues, screens and automations. Tabellix is the record underneath: it receives cases and events through one contract and sends committed events back through signed webhooks that carry no content.

### Can our engineers see a customer's data?

Only with the customer's approval. A support session is requested with a reason and a ticket, bounded in time, and approved by the customer's own approvers with a fresh sign-in. Support staff never read decrypted files, and every read lands on the customer's audit trail. It is off by default.

### Can AI agents close cases?

Your agent policy decides allow, confirm or deny for each action and each lifecycle event, so closing a case can wait for a person's confirmation. Under the flexible preset, an agent's signature always says it was the agent's.

### How long are cases kept?

As long as each case type requires. Retention is set per type, the longest period that applies wins, a hold for a dispute blocks disposition, and a person approves each disposal.

## Contact

Tell us what you build and who audits it. We'll show you how Tabellix fits into your product and how it answers your auditors' most common questions.

Contact form: https://tabellix.dev/contact/

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