Handle a support ticket
Process map by Brian. 22 steps, 2 layers. Tags: business, service, support.
- Customer: Reports a problem
- Helpdesk system: Ticket created and categorized
- Support agent: Is the customer completely down?
- Support agent: Drop everything and work it now
- Support agent: Search the knowledge base for a known fix
- Support agent: Found a fix?
- Support agent: Walk the customer through it
- Customer: Is it resolved?
- Helpdesk system: Close the ticket and send a satisfaction survey
- Support agent: Add or improve the knowledge base article
- Support agent: Reopen, and update the customer every few hours
- Support agent: Gather logs, steps and screenshots
- Tier 2 engineer: Escalate to tier 2
- Support agent: Queue it with a response-time clock