**支持工单工作流**
business-operations
客户支持工单工作流，包括自动分类、SLA跟踪、代理分配、升级规则和满意度调查。
完整 FlowZap 代码
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"]
}Quick Answer
**支持工单工作流** is a workflow template that poor customer support leads to churn.
为什么需要这个工作流？
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.
工作原理
- 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.
替代方案
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 | **支持工单工作流** |
| Category | business-operations |
| Steps | 6 workflow steps |
| Format | FlowZap Code (.fz file) |