Support Ticket Workflow

Customer support ticket workflow with auto-categorization, SLA tracking, agent assignment, escalation rules, and satisfaction survey.

Download .fz file

Full FlowZap Code

Copy and paste the following FlowZap code into a project in your FlowZap account to see this template diagram.

Customer { # Customer
n1: circle label:"Start"
n2: rectangle label:"Submit support request"
n3: rectangle label:"Receive ticket number"
n4: rectangle label:"Provide additional info"
n5: rectangle label:"Rate support experience"
n6: circle label:"End"
n1.handle(right) -> n2.handle(left)
n2.handle(bottom) -> Triage.n7.handle(top) [label="Create ticket"]
n3.handle(bottom) -> Agent.n14.handle(top) [label="Reply"]
n4.handle(bottom) -> Agent.n14.handle(top) [label="Update"]
n5.handle(right) -> n6.handle(left)
}
Triage { # Triage System
n7: rectangle label:"Parse ticket content"
n8: rectangle label:"Classify by category"
n9: diamond label:"Priority level?"
n10: rectangle label:"Route to L1 queue"
n11: rectangle label:"Route to L2 queue"
n12: rectangle label:"Escalate to L3"
n13: rectangle label:"Send confirmation email"
n7.handle(right) -> n8.handle(left)
n8.handle(right) -> n9.handle(left)
n9.handle(right) -> n10.handle(left) [label="Low/Medium"]
n9.handle(bottom) -> n11.handle(top) [label="High"]
n9.handle(left) -> n12.handle(top) [label="Critical"]
n10.handle(bottom) -> Agent.n14.handle(top) [label="Assign"]
n11.handle(bottom) -> Agent.n14.handle(top) [label="Assign"]
n12.handle(bottom) -> Agent.n14.handle(top) [label="Assign"]
n13.handle(top) -> Customer.n3.handle(bottom) [label="Ticket created"]
}
Agent { # Support Agent
n14: rectangle label:"Review ticket details"
n15: diamond label:"Can resolve?"
n16: rectangle label:"Provide solution"
n17: rectangle label:"Request more info"
n18: rectangle label:"Escalate to specialist"
n19: diamond label:"Customer satisfied?"
n20: rectangle label:"Close ticket"
n14.handle(right) -> n15.handle(left)
n15.handle(right) -> n16.handle(left) [label="Yes"]
n15.handle(bottom) -> n17.handle(top) [label="Need info"]
n15.handle(left) -> n18.handle(top) [label="No - Complex"]
n16.handle(right) -> n19.handle(left)
n17.handle(top) -> Customer.n4.handle(bottom) [label="Request sent"]
n18.handle(bottom) -> Triage.n12.handle(bottom) [label="Escalate"]
n19.handle(right) -> n20.handle(left) [label="Yes"]
n19.handle(bottom) -> n14.handle(bottom) [label="No - Reopen"]
n20.handle(top) -> Customer.n5.handle(bottom) [label="Survey sent"]
}

Install the MCP packagenpm install -g flowzap-mcpMCP documentation

Why This Workflow?

Poor customer support leads to churn. This workflow ensures every support ticket is categorized, routed to the right agent, tracked against SLAs, and followed up with a satisfaction survey.

How It Works

Step 1: Ticket is created via email, chat, or web form with auto-categorization.
Step 2: SLA clock starts based on customer tier and issue priority.
Step 3: Ticket is assigned to the appropriate agent or team based on category and skills.
Step 4: Escalation rules trigger if SLA is at risk or customer requests manager.
Step 5: Resolution is documented and customer is notified.
Step 6: Satisfaction survey (CSAT/NPS) is sent after ticket closure.

Alternatives

Shared inbox support leads to dropped tickets and inconsistent responses. Helpdesk tools like Zendesk or Freshdesk cost $15-50 per agent/month. This workflow helps teams visualize their support process.

Key Facts

Template Name	Support Ticket Workflow
Category	business-operations
Steps	6 workflow steps
Format	FlowZap Code (.fz file)

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