Handover Guide — Master Admin (Platform)

Own the platform: configuration, people, and the rulebook — plus every power the other roles have.

• Everything (all tickets, all departments, all queues)
• All 12 admin modules + 4 reports, reachable from the Admin tiles

What you cannot do

• Deactivate your own account (locked by design)
• Skip the audit log — every admin action is recorded

1. File tickets for companies on phone/WhatsApp/walk-in requests: Quick actions → "File ticket for a company" (/intake/file) — pick the company, the channel it arrived on, and the details. Any staff member can also move misrouted tickets between departments from the ticket page.
2. Approve/reject/suspend companies under Admin → Companies (suspended firms cannot file; existing tickets stay visible to them).
3. Shape routing: Departments (create/toggle), Categories (map to departments), Sub-department requests (approve creates the sub-dept).
4. Set the rulebook: SLA stage hours (global or per-department), business holidays, escalation chains per level.
5. Manage people: create staff with roles/departments, reset passwords, deactivate (never your own).
6. Curate speed: Canned responses for common replies.
7. Tune Nigraan AI: per-feature on/off, engine profiles with monthly call caps.
8. Review applications to programs with their attached documents.
9. Settings: registration mode, demo gallery, reopen window; demo-purge removes seeded demo tickets.
10. Admin overview carries the Nigraan desk intelligence card: "Summarize the desk today" writes an executive narrative over live statistics, and "Cross-company patterns" lists categories reported by 3+ different companies — the systemic-issue radar (deterministic, works even when AI is off).
11. Audit log (/admin/audit): the complete, filterable trail of every recorded action — logins (including failed attempts), ticket moves, all admin configuration changes, sensitive document views. Segments: auth / tickets / admin / applications / media.

• SLA stage names are fixed (acknowledge, first_response, in_progress, customer_confirmation, it_verification, escalated_l1/2/3) — a typo creates a config nothing uses.
• Escalation chains: level 1→dept_admin, 2→supervisor, 3→escalation_officer role is set automatically; you choose the specific user.
• Demo purge deletes tickets flagged is_demo only — never real ones.

New SLA config not taking effect.

Configs apply to NEW deadlines; existing tickets keep their current stage deadline. Department-specific rows override global ones.

Engine cap reached.

Each engine profile has a monthly call cap (Admin → AI Settings). Raise the cap or wait for the monthly reset; AI is advisory — the desk keeps working.