We've had a request for building a support platform for user-submitted technical queries which are then assigned on the backend to different support teams and we just had a few questions about the Support System plugin to see whether it could work for the functionality we're looking for.
The basic flow would be:
User submits question
2 or 3 'Manager' admins are notified and filter the question to a category
Someone from the team designated to that category is notified and is either assigned to the question or assigns themselves to that question
Through a series of exchanges between the user and the support member, the question is answered
The support member marks the question as 'solved' and tags it with all possible relevant tags to make it easily searchable later
After being marked as 'solved' the whole exchange can be added to a publicly viewable and searchable database
We know not all of this will all be available out the box and we'll have to do some custom development to get it working exactly how we need it to on our end, like setting up a custom post type for the publicly accessible question/answers for example, but we just wanted to run the basic functionality by you to see whether it raised any immediate red flags and you guys could say if this looks doable or not using the plugin.
Sorry for the essay and thanks very much for looking through it all!