Support ticket escalation from Zendesk to Jira diagram
This is a worked example. Wavelength built the diagram below from the description on this page. Nobody drew it by hand.
What was said
Customers open tickets in Zendesk. A tier one agent triages each ticket. If the agent cannot solve it, the ticket goes to tier two support. If tier two finds a product bug, they create a Jira issue for the engineering team. Engineering fixes the bug and releases it, and the tier two agent tells the customer the ticket is resolved.
The diagram
What is in this flow
- Systems: Zendesk and Jira.
- People and teams: Customer, Tier One Agent, Tier Two Support and Engineering Team.
- Decisions: Can Solve? and Bug Found?.
- Size: 8 steps and 9 connections.
Mermaid code
Copy this into any Markdown file, GitHub README, or Mermaid Live to render the same flow.
flowchart TD
n1("Customer")
n2{{"Zendesk"}}
n3("Tier One Agent")
n4{"Can Solve?"}
n5("Tier Two Support")
n6{"Bug Found?"}
n7{{"Jira"}}
n8("Engineering Team")
n1 -->|opens ticket| n2
n2 -->|triages| n3
n3 -->|check solve| n4
n4 -->|No| n5
n5 -->|checks bug| n6
n6 -->|Yes| n7
n7 -->|assigns issue| n8
n8 -->|fixes and releases| n5
n5 -->|informs resolved| n1Map your own process
Describe your version out loud, or paste the transcript of a call. Wavelength draws the flow as you talk, and you can edit it by voice, by prompt, or by hand.
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