Staff admin and support

LedgerHQ has a staff admin surface for operating the hosted product and helping customers. This is separate from the customer bookkeeping app. Staff admin work should be narrow, auditable, and tied to support tickets or platform operations.

Normal user support replies should go through the ticket system by default. Direct email should be used only when the owner explicitly requires it or when the ticket system is unavailable for the requested reply.

Support Tickets

Use /admin/support/tickets to review ticket queues, reply to users, resolve issues, close tickets, reopen tickets, and add internal context. Ticket replies keep the support record attached to the user's LedgerHQ context.

A good support response should be clear, scoped, and practical. If staff needs more evidence, ask for the specific company, transaction, report, date range, statement, or screenshot rather than asking the user to restate the whole problem.

Support Chats

Use /admin/support/chats for conversations started from the Help drawer.

Use /admin/support/tally for the actual firm-wide and company-scoped Tally conversation history. Select a firm or search across conversation titles, people, companies, questions, and Tally answers. Opening a Tally transcript is audited. Staff should inspect the minimum context needed to understand the issue.

If a chat reveals a real support issue, create or link a support ticket so the resolution does not live only in a transcript.

Tally Recovery

The staff Tally recovery surface is for detected operational incidents, not routine customer bookkeeping. Use it to inspect a recorded incident, its preserved evidence, recovery change set, and readiness checks before applying a controlled recovery.

Do not infer permission to restore, purge, archive, or change customer books from the existence of an admin control. Follow the incident's authorization and review gates, preserve the audit trail, and use the customer-facing Pause Tally control when active Tally work must stop during investigation.

Admin Billing

Use /admin/billing for staff billing operations such as firm billing review, trial extensions, Stripe synchronization, and company billing toggles. The customer-facing billing dashboard remains in the account profile Billing tab.

Staff should not manually change billing to work around an unclear product issue without recording the reason. Billing changes affect access and invoices.

Platform Controls

/admin/settings is the Platform Controls page. It shows LedgerHQ-specific staff configuration such as signup mode, domain allowlists, firm creation controls, Stripe price readiness, support-preview readiness, Tally readiness, and admin-agent API readiness.

Use this page to understand platform state before assuming a customer issue is caused by their account.

Agent Access

/admin/agent-access distributes managed direct API keys for trusted staff agents. Keys are mapped to real site-admin actors, hashed at rest, shown as raw secrets only once, and revocable from the same panel.

Agent keys cannot create or revoke other agent keys. A signed-in human site admin must create or revoke them.

Support Preview

Support preview gives staff a read-only way to inspect what a user sees. The entry flow uses /support-preview, sets a short-lived preview cookie, and then lands on normal dashboard pages. Unsafe write methods should remain blocked while normal admin routes still handle their own authorization.

Use support preview to understand visible state. Do not use it as a way to make changes on behalf of a user.