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  • To Be Process Flow Steps

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    Alexandru Eremia
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    The document outlines a ticket assignment process where a customer support ticket is first assigned to Level 1 support who determines if the issue needs to be redirected to another department, escalated to Level 2 support if they cannot resolve it, or escalated to Level 3 support if Level 2 also cannot resolve it. Level 1, 2, or 3 support will then contact the customer to resolve the problem or escalate further if needed, closing the ticket once resolved.

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    To be Process flow Steps.docx

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    The document outlines a ticket assignment process where a customer support ticket is first assigned to Level 1 support who determines if the issue needs to be redirected to another department, escalated to Level 2 support if they cannot resolve it, or escalated to Level 3 support if Level 2 also cannot resolve it. Level 1, 2, or 3 support will then contact the customer to resolve the problem or escalate further if needed, closing the ticket once resolved.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views1 page

    To Be Process Flow Steps

    Uploaded by

    Alexandru Eremia
    The document outlines a ticket assignment process where a customer support ticket is first assigned to Level 1 support who determines if the issue needs to be redirected to another department, escalated to Level 2 support if they cannot resolve it, or escalated to Level 3 support if Level 2 also cannot resolve it. Level 1, 2, or 3 support will then contact the customer to resolve the problem or escalate further if needed, closing the ticket once resolved.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    The customer is writing a ticket

    describing his problem

    Assign the ticket to Support


    Level 1, they will also check if Do they need Tech
    NO
    the ticket should be sent to support?
    another department. YES Redirect the customer to the
    correct department

    Assign the ticket to Support The respective department will


    Can Level 1 team NO
    Level 2 take over the client to resolve
    solve the problem?
    his problem.
    YES

    YES
    Can they solve the
    Call or email the customer and problem?
    check if everything works at
    their end NO

    Close
    Assign the ticket to Support
    Ticket
    Level 3

    Close
    Ticket

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