Ticket Triage with Decision Rules
Classify and route requests by channel, priority, customer tier, and issue type using explicit decision logic.
Solutions / Team
Customer Support Workflows That Scale with Clarity
Unmeshed helps customer support teams orchestrate intake, routing, escalations, approvals, and resolution handoffs across systems with full execution visibility.
Route every issue to the right queue with clear policy-driven logic.
Coordinate human approvals, escalations, and cross-team handoffs in one flow.
Track SLA timers and execution history from intake to final resolution.
Why Unmeshed Works Well for Customer Support
These capabilities help support organizations automate reliably while keeping operational control and visibility.
Human-in-the-Loop for Escalations
Add reviewer or manager checkpoints for sensitive actions such as account changes, refunds, or policy exceptions.
SLA Timers and Escalation Paths
Model reminder windows, escalation hops, and fallback routes so response commitments are enforced automatically.
Custom Logic for Support Operations
Use scripting steps for payload normalization, context transforms, and advanced routing behavior.
Integrations Across Support Stack
Connect ticketing, CRM, messaging, billing, and internal service systems as one coordinated support process.
Traceability for Operations and Audit
Keep complete execution history for support decisions, escalations, and resolution outcomes across flow versions.
Intake and Queue Routing
Collect requests from forms, chat, email, or APIs, validate payloads, and route them to the correct queue immediately.
- Normalize inbound requests from multiple channels into one support intake model.
- Apply queue routing by product line, geography, contract tier, and urgency.
- Auto-tag issues for workflow-based triage and downstream assignment.
- Create deterministic ownership so no ticket enters an unassigned state.
Example Flow
Intake and Queue Routing
Receive support request
# step_1
Validate request payload
# step_2
Classify issue type
# step_3
Route to owner queue
# step_4
Notify assigned team
# step_5
Start SLA timer
# step_6
Example Flow
SLA Monitoring and Escalation
Start response timer
# step_1
Check owner activity
# step_2
Send first reminder
# step_3
Escalate to backup queue
# step_4
Notify operations lead
# step_5
Log SLA outcome
# step_6
SLA Monitoring and Escalation
Track response windows with explicit timers and escalate to backup teams when deadlines are at risk.
- Start SLA timers at request creation and per-stage transitions.
- Send staged reminders before breach thresholds are reached.
- Escalate unresolved cases based on business policy.
- Record escalation outcomes for operations review.
Cross-Team Incident Coordination
Coordinate support, engineering, and operations tasks during high-impact incidents with clear execution paths.
- Trigger incident workflows for high-severity support cases.
- Fan out tasks to technical owners and communication channels.
- Track checkpoint acknowledgments and blocker states.
- Route incident closure review before final customer communication.
Example Flow
Cross-Team Incident Coordination
Detect high-severity ticket
# step_1
Create incident workflow
# step_2
Assign technical tasks
# step_3
Track checkpoint status
# step_4
Approve closure summary
# step_5
Send customer update
# step_6
Example Flow
Account and Billing Exception Handling
Receive exception request
# step_1
Evaluate policy threshold
# step_2
Route approval sequence
# step_3
Collect reviewer decisions
# step_4
Apply account update
# step_5
Publish audit event
# step_6
Account and Billing Exception Handling
Handle account changes, credits, and billing exceptions through auditable approvals and controlled updates.
- Require policy-based approvals for refunds and credits above threshold.
- Route legal or finance checks for non-standard customer requests.
- Publish final account updates only after required approvals complete.
- Persist reason codes and decision trail for compliance.
Resolution and Customer Communication
Standardize resolution handoff so every case ends with the right internal updates and customer communication.
- Trigger resolution templates by issue category and outcome.
- Ensure ticket fields and root cause are complete before closure.
- Dispatch customer-facing updates through preferred channels.
- Capture structured closure metadata for trend analysis.
Example Flow
Resolution and Customer Communication
Prepare resolution draft
# step_1
Validate closure requirements
# step_2
Dispatch customer response
# step_3
Update ticket status
# step_4
Capture root cause data
# step_5
Close support case
# step_6
Example Flow
Knowledge Feedback Loops
Aggregate closure insights
# step_1
Identify repeat patterns
# step_2
Create doc update tasks
# step_3
Route product feedback
# step_4
Track improvement actions
# step_5
Report impact metrics
# step_6
Knowledge Feedback Loops
Turn repeated support patterns into process improvements by routing insights into documentation and operations backlogs.
- Detect repeated issue clusters from ticket signals.
- Create documentation update tasks for knowledge owners.
- Route product feedback to relevant team queues.
- Track improvement actions back to support outcomes.
Example Workflow Blueprints
Use these templates for implementation planning and progressive rollout.
Omnichannel Intake Blueprint
- Multi-channel request intake
- Normalization and validation
- Policy-based routing
- Queue assignment and SLA start
- Escalation and closure tracking
Escalation Management Blueprint
- SLA timer initiation
- Reminder sequence
- Escalation path routing
- Manager and operations notifications
- Breach analytics event publishing
Resolution Governance Blueprint
- Closure requirement checks
- Approval for sensitive outcomes
- Customer communication dispatch
- Audit trail write
- Knowledge feedback generation
Architecture and Runtime Notes
- Use explicit routing and SLA timers to avoid hidden support process behavior.
- Fan out to CRM, ticketing, account, and communication systems in parallel where possible.
- Keep approval paths as first-class steps with escalation policies, not ad hoc manual procedures.
- Emit structured events at stage transitions for analytics and support leadership reporting.
Rollout Plan
- Start with one high-volume support workflow that currently breaches SLA targets.
- Define triage policy and escalation behavior before implementation.
- Instrument step-level outcomes and routing decisions from day one.
- Scale across additional support motions using reusable workflow patterns.
Build Customer Support Workflows with Unmeshed
Start with one support process that repeatedly causes delays, then expand to full lifecycle orchestration across intake, escalations, resolution, and feedback loops.