What this template covers
The diagram guides the support team through the following stages:- Triage — Receiving the incoming request and performing an initial assessment of urgency and impact.
- Ticket classification — Categorizing the issue by type, product area, or severity to route it to the right team.
- First-level resolution attempt — The assigned agent works to resolve the issue using standard procedures.
- Escalation — If the issue cannot be resolved at the first level, it is escalated to a specialist or senior agent with full context.
- Resolution — The issue is resolved and the solution is documented in the ticket.
- Customer notification — The customer is informed of the resolution and given the opportunity to confirm the issue is closed.
Template details
| Field | Value |
|---|---|
| Category | Customer Service |
| Complexity | Medium |
| Elements | 22 |
| Format | BPMN 2.0 |
Use cases
This template is a strong starting point whenever you need to:- Standardize the support workflow so every agent follows the same triage and resolution steps, reducing inconsistency in customer experience.
- Train new support agents with a visual reference that shows the full flow before they handle their first ticket.
- Reduce escalation time by making escalation criteria and handoff steps explicit in the process.
- Improve reporting by aligning your workflow diagram to the stages tracked in your support platform.
Get started
Open the Customer Service template directly in the Just Flow It editor: Open Customer Service template →Viewing the template is free. To edit or export, sign in to your Just Flow It account — the free plan is enough to get started.
Customize with AI
Once the template is open in the editor, describe your changes in plain language and the AI will update the diagram for you. Here are some prompts to try:Add a VIP customer lane
“Add a separate fast-track lane for VIP or enterprise customers that bypasses standard triage.”
Include a satisfaction survey
“Add a CSAT survey step after the resolution is confirmed by the customer.”
Add a second escalation tier
“Add a second escalation level for critical incidents that require engineering or management involvement.”
Handle multiple channels
“Add parallel start events for tickets arriving via email, chat, and phone.”