Simplified Issue Resolution Process

As a customer support leader, are you managing the end to end issue resolution process that spans Tier 1 and Tier2 Support through Engineering and QA? Are issues slipping through the crack? Are issues not being resolved across teams efficiently?

Below is a simplified issue resolution process for you…but a few things to note before diving in:

This is a simplified flowchart and needs to be adjusted for your environment.
The overall idea is to have a feedback loop between teams so that there are checks and balances to ensure escalations are valid, and once they have been verified, teams can follow through.
Feature request process has been left out of scope, but I'll be posting another blog on how to influence feature roadmap.
SLA and SLO timings depend upon your specific external agreements with customers and internal agreements with cross functional teams.

With those caveats, let's jump right into the flowchart 😬

Want an editable copy of the above flowchart? Get access below.

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Is this flowchart close or far away from the process at your organization? Let me know if you have questions or comments at sri@rejoy.io. I'd love to hear from you!

Once you have established a process across teams, the next hurdle is to automate this process especially when your teams and data are spread across several tools. In this blog post, I dive deeper into how to automate your process using internal SLOs across your cross functional teams.

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Simplified Issue Resolution Process