Support Process Flowchart
This Support Process Flowchart systematically routes incoming tickets through decision-based pathways for support queries and feature requests. Key terms: decision nodes (routing logic), escalation (forwarding complex issues), stock replies (standardized responses), roadmap integration (feature status tracking). Designed for support teams, managers, and product teams to standardize ticket handling while capturing product feedback. Differs by separating support from features at intake and including satisfaction verification loops. Use when implementing processes, training teams, or integrating support with product development.
Goals
Reduce ticket resolution time through standardized response paths
Capture and route feature requests to product teams systematically
Verify customer satisfaction before closing tickets
Provide clear escalation paths for complex issues
Prevent lost or mishandled requests through defined decision points
Benefits
For Support Teams:
Clear decision framework reduces response time uncertainty
Pre-defined stock replies for common questions
Escalation safety net prevents ticket abandonment
For Organizations:
Consistent service quality across all support staff
Feature request visibility for product planning
Reduced training time with visual process flow
Measurable satisfaction checkpoints at ticket closure
Prevents duplicate feature logging through systematic tracking
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Khawaja Rizwan
