Support SLA breach handling template

Steps in this flowchart

• Ticket created
• Set priority: P1 to P4
• Start SLA timers for first response & resolution
• Route to queue in Zendesk or Freshdesk
• Agent responds before 75 percent of SLA?
• Work ticket
• Warning to agent & team lead
• Responded before breach?
• SLA breached: escalate to supervisor
• Reassign to available senior agent
• Enterprise customer with credits?
• Notify account manager & calculate service credit
• Apology & updated ETA to customer
• Resolved within resolution SLA?
• Close ticket & send CSAT
• Log resolution breach & pause reason
• Weekly SLA compliance report
• Staffing & process review

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  A((Ticket created)) --> B[Set priority: P1 to P4]
  B --> C[Start SLA timers for first response & resolution]
  C --> D[Route to queue in Zendesk or Freshdesk]
  D --> E{Agent responds before 75 percent of SLA?}
  E -->|Yes| F[Work ticket]
  E -->|No| G[Warning to agent & team lead]
  G --> H{Responded before breach?}
  H -->|Yes| F
  H -->|No| I[SLA breached: escalate to supervisor]
  I --> J[Reassign to available senior agent]
  J --> K{Enterprise customer with credits?}
  K -->|Yes| L[Notify account manager & calculate service credit]
  K -->|No| M[Apology & updated ETA to customer]
  L --> M
  M --> F
  F --> N{Resolved within resolution SLA?}
  N -->|Yes| O[Close ticket & send CSAT]
  N -->|No| P[Log resolution breach & pause reason]
  P --> O
  O --> Q[Weekly SLA compliance report]
  Q --> R((Staffing & process review))

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