Technical Support & Resolution
This workflow template illustrates the research and resolution of technical customer issues and involves identity verification, question clarification, issue escalation (if needed) and any during- or after-call work needed to resolve the customer's problem. Purchase and download this template in PDF, Visio and PowerPoint formats, and customize it to fit your organization, or use it to better understand the Technical Support & Resolution (Help Desk) process.
Related KPIs : Support Ticket Closure Rate, Cycle Time: Customer Support Ticket Resolution, Percentage of Tickets Reopened
What is Technical Support & Resolution?
Technical support & resolution is a process that involves resolving technical (could be related to software or hardware) issues brought in by customers (whether internal or external customers). This process includes customer identity verification, question clarification (includes information gathering concerning the problem at hand), issue escalation (if needed), problem resolution (could involve installing new software or hardware), issue monitoring and any during- or after-call work needed to resolve the customer?s problem.
Download a Sample Technical Support & Resolution
Frequently Asked Questions
Q: How do you create your Workflow Templates?
A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years analyzing operations at hundreds of leading companies worldwide, documenting thousands of business processes at precise levels of detail. We’ve anonymized this data—drawn from millions of dollars’ worth of consulting assignments—and have made it available to you in easy-to-use templates at affordable OpsDog prices.
Q: What can a Workflow Template do for me?
A: Boost productivity, efficiency, and service levels! Broken business processes—marked by manual workarounds, downtime, and errors—are all too common. Many businesses write off this waste as “the cost of doing business.” But you know better than that! Simply select the OpsDog Workflow Template that best fits your situation, tweak it to your liking, and then use it to train employees, identify process improvements, inform an IT project, or re-design a workflow. That’s a lot of power in your hands, cheap!
Q: What’s in the box when I buy one?
A: Three handy versions, all in one zipped file. It’s yours to download immediately upon purchase, and includes your chosen Workflow Template in PDF format, plus Microsoft PowerPoint (which you can edit), and Visio (which you can also edit).
Q: Your download-able templates look great. But I need something custom. Can you help?
A: Heck yes. Our analysts would be happy to provide you with a more detailed Workflow Template than what we offer for instant download. We can also develop an entirely new, customized Workflow Template to fit your business; we specialize in this stuff and would love to help you! Simply email us (firstname.lastname@example.org) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.