FlowBuilder

Customer support ticket flowchart

Support teams use this flow to agree on when a ticket is escalated and when it can be closed. The loop at the end reopens the ticket if the customer says the problem is not solved.

How to write steps
  • One step per line. Lines connect top to bottom.
  • End a line with ? to make a decision. Indent the answers under it: yes: Ship it, no: Refund.
  • Indent more lines under an answer to continue that branch.
  • -> Step name jumps back to an earlier step (a loop). no -> Step name works inside a decision.
  • Start, End, Done or Stop become rounded start/end shapes.
  • Shape tags: [input] [output] [doc] [db] [sub] [manual] [delay].
  • lane: Sales on its own line puts the next steps in a swimlane.
  • Or paste Mermaid code starting with flowchart TD. It’s detected automatically.

Mermaid code for this chart
flowchart TD
  n1(["Start"])
  n2[/"Ticket arrives"/]
  n3["Tag priority and product"]
  n4{"Known issue with a saved answer?"}
  n5["Send the saved answer"]
  n6{"Can first-line support solve it?"}
  n7["Solve and reply"]
  n8[["Escalate to engineering"]]
  n9["Reply with the fix"]
  n10{"Customer confirms it is solved?"}
  n11["Close ticket"]
  n12(["End"])
  n1 --> n2
  n2 --> n3
  n3 --> n4
  n4 -->|"yes"| n5
  n4 -->|"no"| n6
  n6 -->|"yes"| n7
  n6 -->|"no"| n8
  n8 --> n9
  n5 --> n10
  n7 --> n10
  n9 --> n10
  n10 -->|"yes"| n11
  n11 --> n12
  n10 -->|"no"| n3

The steps as text

This is the source of the chart above, so the template is readable even without the diagram.

Start
[input] Ticket arrives
Tag priority and product
Known issue with a saved answer?
  yes: Send the saved answer
  no: Can first-line support solve it?
    yes: Solve and reply
    no: [sub] Escalate to engineering
      Reply with the fix
Customer confirms it is solved?
  yes: Close ticket
    End
  no: -> Tag priority and product

More flowchart examples

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Questions people ask

How do I edit this customer support ticket flowchart?

Change the text in the editor. Each line is a step, lines ending in “?” are decisions, and indented lines are the answers. The chart redraws as you type and is saved in your browser.

Can I download it?

Yes: PNG for documents and slides, SVG for sharp printing, or Mermaid code for GitHub, Notion and Obsidian.