Tickets + SLA closure

Supportflödet ska kännas som Zendesk, men med Flow-kontext

Closure-ytan samlar vad som krävs för att sälja Flow som supportmotor: ansvar, SLA, eskalering, reopen, macros, QA och queue health utan att teamet behöver leta i interna loggar.

Tickets hubSLA hubSupport commandAgent rosterExport checklist

Current decision

91% klar, real queue och QA proof kvar

Flow har stöd för supportdrift och automation. Det sista för 100% är verklig teamkö, macro QA-signoff, CSAT-bevis och ett arkiverat SLA-escalation case.

4

proof lanes

6

checks

4

live proof

Operational lanes

Det som måste fungera när ärenden börjar rulla

Green

Assignment coverage

Tickets have visible ownership, fallback owner and queue context.

  • owner
  • team queue
  • fallback owner
  • bulk triage

Green

SLA and escalation

Breach risk, escalation path and customer-safe SLA state are visible before the deadline is missed.

  • breach warning
  • escalation owner
  • SLA clock
  • queue health

Green

Reopen and recovery

A closed issue can reopen with reason, owner and recovery next action.

  • reopen reason
  • customer reply
  • recovery task
  • audit event

Baseline green

QA, macros and CSAT

Macros and QA are traceable; full 100% needs real support team sign-off and CSAT sample.

  • macro applied
  • QA marker
  • CSAT prompt
  • closure quality

Acceptance

Go-live checks

  • Every active ticket has an owner or fallback queue.
  • SLA breach risk is visible before breach.
  • Escalation shows who owns the next action.
  • Reopen creates a traceable recovery path.
  • Macros are auditable and not silent automation.
  • Queue health can be read without opening raw logs.

Remaining external proof

Det som kräver riktig supportdrift

  • Run one real support team queue proof with multiple agents.
  • Archive macro QA sign-off for the first production tenant.
  • Capture CSAT prompt and response evidence from live flow.
  • Prove SLA escalation during a real or staged overdue ticket.