Customer Support Request Form Workflow

What does this workflow record at each stage of a support enquiry?

Each submission becomes a record with a reference number, a status, and a timeline of what happened. As the enquiry moves through the process, the record captures the AI or manually set priority, the response or resolution notes and outcome entered by the support team, and the status changes from New through Assigned to Closed. This gives a consistent, auditable view of how each enquiry was handled.

Who is involved in handling a support enquiry through this workflow?

The support lead is involved when the AI priority rating is unsure, and is assigned a task to manually set the priority within 1 day. The support team is then assigned a response task, with the deadline set by priority, and records the response or resolution notes and outcome. If the outcome shows a support ticket is needed, the support team is also assigned a task to open one in the help desk.

How do we change the SLA deadlines used in this workflow?

The response deadlines, such as the 1-day window for high priority enquiries and the 3-day window for others, can be adjusted by describing the change in plain English or by editing the relevant step in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed against what was running before.

What happens when the AI priority rating is unsure?

When the AI marks its priority rating as needing human review, the workflow creates a task for the support lead to manually set the priority, due in 1 day. The workflow waits for this task to be completed before proceeding, and the manually set priority is then saved to the record. When the AI rating is not flagged for review, its priority result is saved to the record directly.

What decides whether a customer receives an SMS confirmation?

The workflow checks whether a mobile number was provided on the request form. If one was given, the customer receives a short SMS confirmation with their reference number in addition to the acknowledgement email; if not, the workflow proceeds without sending a text.

What happens when a response outcome shows a support ticket is needed?

If the recorded outcome is that the enquiry needs a support ticket, the workflow creates a task for the support team to open one in the help desk within 1 day. This task is fire-and-forget, meaning the workflow does not wait for it to complete before moving on to close the enquiry, and the help desk ticket reference entered on that task stays with the task rather than the record.

How is the customer kept informed as their enquiry progresses?

The customer receives an acknowledgement email with their reference number as soon as the request is submitted, an optional SMS confirmation if a mobile number was given, a closure email including the response once the enquiry is resolved, and a feedback request email one day after closure. All of this happens without the customer needing an account.

Can the fields on the request form or feedback form be changed?

Yes, the fields collected on the public request form and on the emailed feedback form can be adjusted by describing the change in plain English or by editing the form steps in the workflow editor. This makes it straightforward to add, remove, or reword fields such as the issue type, urgency, or feedback rating as requirements change.

Does this workflow guarantee compliance with customer service regulations?

This workflow records statuses, priority ratings, response notes, outcomes, and a full timeline of activity for each enquiry, which supports internal oversight and record-keeping. Each business should confirm its own obligations regarding customer service and data handling requirements relevant to its industry and jurisdiction.