Service guides / AI automation
Workflow mapping · AI automationSupport ticket triage: workflow mapping
Make the steps and handoffs visible. Start with redacted tickets and escalation categories and plan a prioritised support queue.
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The project in view
- Start with
- redacted tickets and escalation categories.
- Proposed result
- a prioritised support queue.
- A decision to resolve
- urgent issues with vague wording.
This is a planning example. It does not describe a completed client engagement.
Workflow mapping for this project
- Start when redacted tickets and escalation categories is available and approved for use.
- Create a draft of a prioritised support queue, with source references attached.
- Route urgent issues with vague wording to the nominated reviewer before issuing the final result.
Questions to answer together
- What starts the work, and what marks it complete?
- Who reviews the intermediate result?
- Where does an exception go, and who resolves it?
What to have at the end
A sequence of steps showing inputs, decisions, handoffs and completion.
Record the decision on urgent issues with vague wording alongside the source material. If it is still unresolved, identify who can answer it and what work depends on the answer.
Prepare your enquiry
Use this as a starting point. Add your current process, available examples and constraints before sharing.
Send your completed brief to hello@iansamonte.com or visit the main page to discuss your project.