Customer Support & Success Workflows
Manage customer escalations, onboarding projects, and support workflows with structured checklists and automated escalations.
Complex Customer Escalation Ticket
Handle complex customer issues with a structured escalation process that automatically routes to the right team members.
Workflow Structure:
- Tier 1 Checks
- Initial customer contact
- Issue triage and categorization
- Basic troubleshooting attempted
- Knowledge base search completed
- Standard solutions attempted
- Blocker Trigger - Prevents escalation until Tier 1 is exhausted
- Tier 2 Investigation Checklist
- Deep technical investigation
- Log analysis
- Database queries
- Reproduction steps documented
- Root cause analysis
- Change Assignee + Notify - Auto-assigns to Tier 2 specialist and alerts #support-l2 channel
- Final Resolution Steps
- Solution implemented
- Customer notified
- Follow-up scheduled
- Attach File - Logs sent to customer
- Notify Customer Success Manager - For high-value accounts or critical issues
🎯 Efficient Escalation: Issues automatically route to the right expertise level, reducing resolution time and improving customer satisfaction.
Customer Onboarding / Implementation Project
Manage customer implementation projects with clear phases and sign-off gates, all in one Jira issue per customer.
Workflow Structure:
- Phase 1: Kickoff
- Kickoff meeting scheduled and completed
- Project scope defined
- Timeline agreed upon
- Stakeholders identified
- Success criteria established
- Blocker → Phase 2: Configuration
- System configuration completed
- Integration setup
- Data migration (if applicable)
- Customizations implemented
- Blocker → Phase 3: Training
- Training materials prepared
- Training sessions conducted
- User acceptance testing
- Feedback collected
- Blocker → Phase 4: Go-live
- Final system checks
- Go-live execution
- Post-launch monitoring
- Issue resolution
- Blocker → Phase 5: Handoff to Support
- Documentation finalized
- Support team briefed
- Customer success manager assigned
- 30-day check-in scheduled
- Each Phase Blocked - Until previous phase is 100% complete and signed off
Support Ticket Triage Workflow
Standardize ticket triage with a structured checklist that ensures all necessary information is collected.
Triage Checklist:
- Customer information verified
- Issue description clear and complete
- Severity level assessed
- Reproduction steps documented
- Error messages/screenshots attached
- Affected users identified
- Business impact assessed
- Initial categorization completed
Blocker: Ticket cannot be assigned until triage is complete.
Customer Success Check-in Workflow
Regular check-ins with customers to ensure satisfaction and identify upsell opportunities.
Check-in Structure:
- Pre-Check-in Preparation
- Usage analytics reviewed
- Support ticket history checked
- Previous check-in notes reviewed
- Agenda prepared
- Blocker → Check-in Meeting
- Meeting conducted
- Feedback collected
- Pain points identified
- Success stories documented
- Blocker → Follow-up Actions
- Action items created
- Next check-in scheduled
- Upsell opportunities noted
- Customer health score updated
- Notify Triggers - Alert relevant teams about action items
Best Practices
- Use blockers between support tiers to ensure proper escalation paths
- Configure change assignee triggers to automatically route tickets to appropriate specialists
- Use notify triggers to alert relevant channels when escalations occur
- Require attach file items for critical evidence (logs, screenshots, error messages)
- Structure customer onboarding with clear phase blockers to ensure nothing is missed
- Use convert to separate issue for complex problems that need dedicated tracking
- Set up automated notifications for customer success managers on high-value accounts
- Create triage checklists as templates to ensure consistency across support team