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Process Flow Chart

The document outlines a workflow for handling support tickets. Tickets can be requests, bugs, or feature enhancements. Level 1 agents provide initial support and escalate if needed. Standard replies are used when available. Agents educate customers on resolutions and follow up until tickets are closed.

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utsav.gsuit
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66 views1 page

Process Flow Chart

The document outlines a workflow for handling support tickets. Tickets can be requests, bugs, or feature enhancements. Level 1 agents provide initial support and escalate if needed. Standard replies are used when available. Agents educate customers on resolutions and follow up until tickets are closed.

Uploaded by

utsav.gsuit
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Is this support Is this feature

Support Ticket No Add notes to


request No request?
received costumer account
Bug/ Query (Enhancement)

Yes Schedule a call with L2


team after confirming Yes
both side
Send stock reply Is there a standard
Yes
through reply?
Email/Whatsapp Send reply that
Need to decide about Is this feature is on No Check with
No owner after escalation feature has been
For L2 Issue the roadmap? Manager/TL
forwarded to
product team
Follow up till case
Can you answer the L2
Educate about the Escalate closure
question No
resolution on call

Yes User Not


satisfied
L1
Send reply that Log request and
feature is coming forward to product
Ask for additional Educate about the soon team
resolution on call Transfer call to
assistance
Managers/TL after
checking the availbility

Notify customer
Send responce on when requested
Email/ Whatsapp feature is updated
through Email and a
follow up call

Is user happy with


answer?

Yes

Close Ticket

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