**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"]
}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) |