Support - Main Process and Escalation
Package: BASIC
1. General
The four Automations in the Support area represent the complete support process – from ticket creation through customer communication to escalation and automatic ticket closure when the customer does not respond.
All four Automations are part of the brainX delivery and are included in both versions (brainX CRM and brainX APP). On delivery they are deactivated (status inactive).
A detailed description of the support process is available in the video Automate the brainX support process – tickets, escalation & customer reactions | Deep Dive Part 6 on the brainX YouTube channel.
2. Process Overview
A typical support case runs through the following steps:
- A support email is scanned by the system and a new ticket is created (or an existing one is updated). The customer receives an automatic acknowledgement of receipt.
- As soon as support replies, the response is sent to the customer by email and KPI fields (First Reaction) are filled.
- If the customer replies, the ticket status switches to Customer response received and support receives an internal notification.
- If support does not reply within the defined deadline, the system automatically escalates the ticket (Level 1, then Level 2) with internal notifications and emails.
- If the customer does not reply after a support response, they receive two reminders. If no reaction occurs, the ticket is closed automatically.
3. Overview of the Automations
| Automation | Description | Subpage |
|---|---|---|
| 8.0 | Support Main Process | Core process: ticket creation from email, customer communication, KPI fields, ticket closure | Support Main Process |
| 8.1 | Support Escalation Level 1 | Internal notification when support does not react – depending on ticket priority after 4 hours, 1 day or 2 days | Support Escalation Level 1 |
| 8.2 | Support Escalation Level 2 | Additional email notification when there is still no reaction – after 8 hours, 2 days or 4 days | Support Escalation Level 2 |
| 8.3 | Support: No Customer Reaction | Automatic ticket closure after two reminders when the customer does not respond to a support reply (after 8 days) | Support No Customer Reaction |
3.1. Escalation Times by Priority
Automations 8.1 and 8.2 take the ticket priority into account when calculating the waiting time:
| Priority | Escalation Level 1 | Escalation Level 2 |
|---|---|---|
| Urgent | 4 hours | 8 hours |
| High | 1 day | 2 days |
| Normal / Low | 2 days | 4 days |
3.2. Interaction of the Automations
The four Automations are configured independently of one another but interlock in terms of content: The main process (8.0) fills the fields Customer response without reaction and Escalation level, which the escalation Automations (8.1 and 8.2) and the no-reaction Automation (8.3) check in their conditions. This ensures that escalations are stopped automatically as soon as support or the customer reacts.