· Operators

Investigations & incidents

Operator documentation: incident lifecycle, investigations, queue lineage, and support sessions.

When something goes wrong — a mailbox stops syncing, sends fail, a queue backs up — TELVRIX gives operators structured tools instead of ad-hoc production poking.

Incidents

Incidents track platform-level problems through a lifecycle: opened, owned, updated, resolved. Each incident keeps its history — who worked it, what was found, what was done.

Investigations

Investigations attach to a specific resource — a user, workspace, mailbox, or queue — with an owner and a chronological activity feed. Every investigative step is recorded as it happens.

Queue execution lineage

Jobs in the sync and send queues are traceable from enqueue to completion or failure. Failed jobs can be retried individually or remediated in bulk, and the lineage shows the outcome of each attempt.

Support sessions

• —Support access to a user’s account state is explicitly activated per case — never ambient.
• —Sessions are scoped and recorded, and a banner indicates an active support session.
• —Message bodies and mailbox credentials are not accessible in support tooling, by design.
• —Sessions are exited explicitly, ending access.

Alerts

Automated checks watch for failed jobs and stale worker heartbeats and surface them on the admin alert surface, so detection does not depend on a user reporting the problem first.