Customer Support Workflow

1

Ticket Receipt & Triage

Receive the support request via email, chat, or ticket system. Categorize by urgency (P1-P4), type (bug/question/billing), and assign to the right team.

⏱ 5-15 min IntercomZendeskFreshdesk

2

Initial Acknowledgment

Send an automated or manual acknowledgment within your SLA window. Confirm receipt, provide ticket number, and set expectations for response time.

⏱ 5 min ZendeskIntercomHelp Scout

3

Issue Investigation

Research the problem thoroughly: review account history, check error logs, reproduce the issue, and consult the knowledge base or team.

⏱ 15-60 min DatadogMixpanelInternal toolsNotion

4

Resolution or Escalation

If solvable at Tier 1, resolve and respond. If complex, escalate to Tier 2/engineering with full context, steps to reproduce, and customer impact.

⏱ 30 min - 2 hours JiraSlackZendesk

5

Customer Communication

Provide a clear, empathetic response with the solution or workaround. Use plain language, avoid jargon, and include screenshots or video if helpful.

⏱ 15-30 min ZendeskLoomGrammarly

6

Follow-Up Confirmation

After applying the solution, follow up within 24-48 hours to confirm the issue is fully resolved and the customer is satisfied.

⏱ 5 min ZendeskHelp ScoutEmail

7

Ticket Close & CSAT

Close the ticket and trigger a brief satisfaction survey (CSAT). Document the resolution in the knowledge base if it's a recurring issue.

⏱ 10 min ZendeskDelightedNotion KB

8

Bug / Feature Reporting

If the issue reveals a product bug or common request, create a formal bug report or feature request ticket in the product backlog.

⏱ 15-30 min JiraLinearProductBoard