[docs] moved into folders

docs/user/support/docs.user.support.customer_issue.md

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+---
+{
+	"_label": "Customer Issue"
+}
+---
+If you are selling **Items** under warranty or if you have sold and extended service contract Annual Maintenance Contract (AMC), your **Customer** may call you about an issue or a bread-down and give you the Serial No of this Item.
+
+To record this, you can create a new **Customer Issue** and add the **Customer** and **Item** / **Serial No**. The system will then automatically fetch the Serial No’s details and indicate whether this is under warranty or AMC.
+
+You must also add a description of the **Customer**’s issue and assign it to the person who needs to look into solving the issue.
+
+To create a new **Customer Issue**:
+
+> Support > Customer Issue > New Customer Issue
+
+If a Customer visit is required to address the issue, you can create a new Maintenance Visit record from this.
+

docs/user/support/docs.user.support.maintenance_schedule.md

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+---
+{
+	"_label": "Maintenance Schedule"
+}
+---
+All machines require regular maintenance, specially those that contain a lot of moving parts, so if you are in the business of maintaining those or have some of them in your own premises, this is a useful tool to plan a calendar of activities for its maintenance.
+
+If the Customer Issue refers to “Breakdown Maintenance”, this refers to “Preventive Maintenance”.
+
+To create a new Maintenance Schedule go to:
+
+> Support > Maintenance Schedule > New Maintenance Schedule
+
+In the Maintenance Schedule, there are two sections:
+
+In the first section, you select the Items for which you want to generate the schedule and set how frequently you want to plan a visit or a maintenance. These can be optionally fetched from a Sales Order. After selecting the Items, “Save” the record.
+
+The second section contains the maintenance activities planned in the schedule. “Generate Schedule” will generate a separate row for each maintenance activity.
+
+Each Item in a Maintenance Schedule is allocated to a Sales Person.
+
+When the document is “Submitted” Calendar events are created in the profile of the Sales Person for each maintenance.

docs/user/support/docs.user.support.maintenance_visit.md

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+---
+{
+	"_label": "Maintenance Visit"
+}
+---
+A Maintenance Visit is a record for a visit made by an engineer to a Customer’s premises usually against a Customer Issue. You can create a new Maintenance Visit from:
+
+> Support > Maintenance Visit > New Maintenance Visit
+
+The Maintenance Visit contains information about the:
+
+- Customer.
+- The Items that were inspected / maintenance activity was carried out on.
+- Details of actions taken.
+- The person who carried out the actions.
+- Feedback from the Customer.

docs/user/support/docs.user.support.md

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+---
+{
+	"_label": "Support",
+	"_toc": [
+		"docs.user.ops.support.support_ticket",
+		"docs.user.ops.support.customer_issue",
+		"docs.user.ops.support.maintenance_visit",
+		"docs.user.ops.support.maintenance_schedule"
+	]
+}
+---
+Great customer support and maintenance is at the heart of any successful small business and ERPNext gives you the tools to track all incoming requests and issues from your customers so that you can respond quickly. Your database of incoming queries will also help you track where are the biggest opportunities for improvements.
+
+In this module, you can track incoming queries from your email using Support Ticket, keep track on Customer Issues raised by Customers on specific Serial No and respond to them based on their warranty and other information, make Maintenance Schedules for Serial Nos and keep a record of all Maintenance Visits made to your Customers.

docs/user/support/docs.user.support.support_ticket.md

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+---
+{
+	"_label": "Support Ticket"
+}
+---
+Support Ticket is an incoming query from your Customer, usually via email of from the “Contact” section of your website. (To fully integrate the Support Ticket to email, see the Email Settings section). 
+
+> Tip: A dedicated support email id is a good way to integrate incoming queries via email. For example, you can send support queries to ERPNext at support@erpnext.com and it will automatically create a Support Ticket in the Web Notes system.
+
+#### Discussion Thread
+
+When a new email is fetched from your mailbox, a new Support Ticket record is created and an automatic reply is sent to the sender indicating the Support Ticket Number. The sender can send additional information to this email. All subsequent emails containing this Support Ticket number in the subject will be added to this Support Ticket thread. The sender can also add attachments to the email.
+
+Support Ticket maintains all the emails sent back and forth against this issue in the system so that you can track what transpired between the sender and the person responding. 
+
+#### Status
+
+When a new Support Ticket is created, its status is “Open”, when it is replied, its status becomes “Waiting for Reply”. If the sender replies back its status again becomes “Open”.
+
+#### Closing
+
+You can either “Close” the Support Ticket manually by clicking on “Close Ticket” in the toolbar or if its status is “Waiting For Reply” and the sender did not reply in 7 days, then the Support Ticket closes automatically.
+
+#### Allocation
+
+You can allocate the Support Ticket by using the “Assign To” feature in the right sidebar. This will add a new To Do to the user and also send a message indicating that this Support Ticket is allocated.