Customer support runbook flow
A support runbook flowchart with L1 triage, L2 specialist escalation, and L3 engineering escalation. SLA timers gate each escalation and feed back into the CRM.
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Prompt
Create a flowchart for a customer support runbook with three tiers. New ticket goes through L1 triage; if solvable at L1, resolve and update CRM. Otherwise escalate to L2 specialist; if not solvable at L2, escalate to L3 engineering. Every resolution flows into a CRM update and customer notification before closing.
Context
- - Three tiers: L1 triage, L2 specialist, L3 engineering.
- - SLA breach triggers automatic escalation.
- - Resolutions feed back into a CRM ticket.
Patterns
- - Strict tiering avoids skipping levels and overwhelming engineering.
- - Every resolution goes through the same CRM update path.
- - SLA gates can be added as decision nodes between tiers.
Diagram structure
Nodes and connections
New ticketstart
L1 triageaction
Solvable at L1?decision
L1 resolutionaction
Escalate to L2action
Solvable at L2?decision
L2 resolutionaction
Escalate to L3 (Engineering)action
L3 resolutionaction
Update CRM + notify customeraction
Close ticketend
Connections
New ticketL1 triage
L1 triageSolvable at L1?
Solvable at L1?L1 resolutionyes
Solvable at L1?Escalate to L2no
Escalate to L2Solvable at L2?
Solvable at L2?L2 resolutionyes
Solvable at L2?Escalate to L3 (Engineering)no
Escalate to L3 (Engineering)L3 resolution
L1 resolutionUpdate CRM + notify customer
L2 resolutionUpdate CRM + notify customer
L3 resolutionUpdate CRM + notify customer
Update CRM + notify customerClose ticket
Notes from the field
- Add an SLA timer decision before each escalation node for auto-escalation on breach.
- Tag tickets at each tier for handoff visibility.
- For specialty teams (Security, Billing), branch from L2 by category.
Frequently asked
How do I model SLA breaches?
Add a decision after each tier action: "SLA breached?" with auto-escalate yes / continue no. The auto-escalate path bypasses tier discretion.
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