The request
“A customer support routing decision tree: send technical software issues to the Software Team, hardware issues to the Hardware Team, billing issues to Billing, and all other requests to General Support.”
Then tryAdd an urgent outage routeAdd a security incident route
What is in this drawing
Read the decisions behind it.
01
Is the issue technical?
02
Is it software or hardware?
03
Is it a billing issue?
Use this decision tree when designing or implementing an automated ticket routing system for a multi-department customer support center.
More like this