Free template · Support
Customer Support
Query and incident management: reception, classification, resolution and satisfaction tracking.
Use this template freeProcess steps
- 1
Request received
The query or incident arrives by email, phone, chat or portal. It is logged in the system.
- 2
Classification
The type (query, incident, complaint) and priority (high, medium, low) are determined.
- 3
Assignment
Assigned to the agent or specialist team based on request type.
- 4
Resolution
The agent works on the solution. If unresolvable, it is escalated to a higher level.
- 5
Customer communication
The customer is informed of the resolution and satisfaction is verified.
- 6
Close
The ticket is closed, the solution is documented and the knowledge base is updated if applicable.
Why document this process?
A documented customer support process ensures consistent response times, reduces unnecessary escalations and improves customer satisfaction. It also makes training new agents easier.
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Frequently asked questions
- Yes. This template is completely free. You can open, edit and export it on the Mapaflow Free plan with no credit card required.
- Yes. The template opens in the Mapaflow editor where you can add, remove or modify any step, change responsible actors, adjust colours and adapt the flow to your company.
- Once you have edited the diagram in Mapaflow, click "Export" and select PDF, PNG or SVG. The export includes all nodes and connections at high resolution.
- Documenting business processes reduces dependency on individuals, makes training new employees easier, improves operational consistency and is a core requirement for certifications such as ISO 9001 or EFQM.
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