Flowchart

Customer Support Flow

Use this editable Mermaid customer support workflow template to map ticket triage, escalation, specialist review, resolution, and customer confirmation.

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Use Cases

SaaS support ticket triage across bug, billing, and account requests

Help center escalation workflow for routing complex issues to specialists

Internal support SOP for training new agents on consistent ticket handling

AI support bot fallback flow when automated replies need human review

How This Workflow Works

Step	Purpose
New support request	A customer submits a ticket from chat, email, or the help center.
Triage	Support checks whether the issue can be solved directly or needs another team.
Resolve or escalate	Simple issues receive answer steps; complex issues move to a specialist queue.
Specialist review	Product, engineering, billing, or success teams investigate the ticket.
Customer confirmation	The customer confirms the fix before the ticket closes or loops back to triage.

How To Customize

Replace triage branches with your actual support tiers, queues, or request types

Add SLA labels such as 4h first response or 24h resolution on escalation edges

Add billing, product, engineering, or customer success routes after specialist review

Add an AI chatbot fallback branch before the ticket reaches human triage

Rename close and reopen states to match your helpdesk status vocabulary

Edit This Template Visually

Open this template in the editor to work from the rendered diagram and the Mermaid source together. Click a node in supported flowchart and sequence diagrams to locate the matching code, select source lines to find the related shape, or ask AI to rename, expand, restyle, or rewrite the selected part of the workflow.

Mermaid Source

flowchart TD
    ticket[New support request] --> triage{Can support solve it?}
    triage -->|Yes| reply[Send resolution steps]
    triage -->|No| escalate[Escalate ticket]
    escalate --> specialist[Specialist review]
    specialist --> fix[Apply fix]
    reply --> confirm{Customer confirms?}
    fix --> confirm
    confirm -->|Yes| close[Close ticket]
    confirm -->|No| triage