Free template · Support

Customer Support

Query and incident management: reception, classification, resolution and satisfaction tracking.

Process 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.

Other templates

Sales

B2B Sales Process

Employee Onboarding

Finance

Invoicing Process

Frequently asked questions

Is this template free?+

Yes. This template is completely free. You can open, edit and export it on the Mapaflow Free plan with no credit card required.

Can I customise this process diagram?+

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.

How do I export this process as a PDF?+

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.

Why is it important to document this process?+

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.

Use this template free in Mapaflow

Customise the support process and share it with your customer service team in minutes.

Start for free