AI workflows for support operations and knowledge base.

Running the support team itself: the help center and knowledge base, macros, routing and support reporting.

Who does this work

  • Support operations manager
  • Customer support manager
  • Knowledge manager

6 workflow templates ready to adapt, and 9 workflows identified.

Updated

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Examples of the workflows identified
  1. Brief an escalated or transferred case for the next desk
  2. Find the gaps in the help centre
  3. Set support service level targets
  4. Sweep the queue for stale tickets
  5. Triage and route incoming support requests

The workflows identified

Marked illustrative: an example of the work, identified, with no workflow template yet.

Brief an escalated or transferred case for the next deskGives the specialist, manager or receiving office one brief on a case: impact, dated timeline, evidence, actions already taken, open questions and any decision needed.Workflow templateFind the gaps in the help centreRanks the articles the help centre is missing or that fall short, from the period's tickets and unanswered searches.Workflow templateSet support service level targetsWorks out reply and resolution targets for each priority level from the team's own ticket history and real hours, showing how often each is met today.Workflow templateSweep the queue for stale ticketsShows the support lead which tickets quietly stopped moving, which wait on the customer too long, likely duplicates and each person's load, with a next step for each.Workflow templateTriage and route incoming support requestsSorts new or unassigned customer requests with a category, priority, route and reason for each, putting the ones that cannot wait in front of a person.Workflow templateTurn a resolved case or repeated question into a help articleDrafts a new or updated help article, FAQ or explainer from a resolved case or a recurring question, in customers' words, with personal details removed, every step traced to its source and statements needing specialist review marked.Workflow template
Match a request to the right customer accountLooks up which customer account an uncertain request belongs to, with possible matches, service context and identity questions.Illustrative · not built yet
Match a ticket to a published help articleShortlists the published help articles that fit a ticket, with notes on whether each applies and to which version.Illustrative · not built yet
Trace a repeated contact to its upstream fixCompares recurring cases on one step with the current guidance to decide whether the fix belongs upstream, and proposes its owner.Illustrative · not built yet

Workflow templates

Help article from a resolved issueTurn every answer your team works out once into an article the next customer finds on their own. Hand over a resolved ticket and your list of articles; get back a draft in your customers' words, with their details removed and every step traced to the ticket. Your knowledge-base owner decides what goes live.Workflow templateHelp centre gap reviewOnce a period, your support lead sees what the help centre is missing, read from that period's tickets and search log: questions agents answered by hand, articles that fell short, articles search could not find, and one gap list ranked by the tickets an article could have saved. The lead decides what is written.Workflow templateStale ticket sweepOnce a week the support lead gets one sheet of what the queue is hiding: tickets with no real activity past their limit, tickets left waiting on the customer with the three ways out of each, likely duplicates, and each person's load weighed by size and age. A person makes every move.Workflow templateSupport escalation briefWhen a support case must move to a specialist or manager, the support lead gets one brief: the customer's impact, a dated timeline from the ticket history, the evidence, the fixes tried, the workaround in place and the decision needed. Nothing goes to the customer.Workflow templateSupport service level definitionThe support lead gets reply and resolution targets for every priority level, worked out from the team's own ticket history and the hours the team really has. Each target shows how often the team already meets it, and every gap comes back as a question for the lead to settle.Workflow templateSupport ticket triageYour queue manager opens the morning’s tickets already sorted: each one with a category, a priority and a route, and the reason for all three in a line. The tickets that cannot wait sit at the top, stopped for a person to decide.Workflow template

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Where to go next

All of customer support and serviceEvery area of the function, with workflow templates and examples.Map your team in the PlannerPut this work in your plan, with the roles that do it.

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