# Customer Support Process (BPMN)

![Customer Support Ticket Handling](https://diagrams.gocapable.com/images/att1226309735.svg)

```
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:bioc="http://bpmn.io/schema/bpmn/biocolor/1.0" xmlns:color="http://www.omg.org/spec/BPMN/non-normative/color/1.0" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:modeler="http://camunda.org/schema/modeler/1.0" xmlns:zeebe="http://camunda.org/schema/zeebe/1.0" xmlns:camunda="http://camunda.org/schema/1.0/bpmn" id="Definitions_customer_support" targetNamespace="http://bpmn.io/schema/bpmn" exporter="Camunda Web Modeler" exporterVersion="6bc3e34" modeler:executionPlatform="Camunda Cloud" modeler:executionPlatformVersion="8.4.0">
  <bpmn:process id="customer_support_ticket" name="Customer Support Ticket Handling" isExecutable="true">
    <bpmn:startEvent id="TicketReceived" name="Ticket Received">
      <bpmn:outgoing>Flow_1</bpmn:outgoing>
    </bpmn:startEvent>
    <bpmn:userTask id="CategorizeTicket" name="Categorize Ticket">
      <bpmn:incoming>Flow_1</bpmn:incoming>
      <bpmn:outgoing>Flow_2</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:userTask id="AssignTicket" name="Assign Ticket">
      <bpmn:incoming>Flow_2</bpmn:incoming>
      <bpmn:outgoing>Flow_3</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:userTask id="InvestigateIssue" name="Investigate Issue">
      <bpmn:incoming>Flow_3</bpmn:incoming>
      <bpmn:outgoing>Flow_4</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:exclusiveGateway id="ResolutionGateway" name="Can Resolve?">
      <bpmn:incoming>Flow_4</bpmn:incoming>
      <bpmn:outgoing>Flow_5</bpmn:outgoing>
      <bpmn:outgoing>Flow_6</bpmn:outgoing>
    </bpmn:exclusiveGateway>
    <bpmn:userTask id="ResolveIssue" name="Resolve Issue">
      <bpmn:incoming>Flow_5</bpmn:incoming>
      <bpmn:outgoing>Flow_7</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:userTask id="EscalateTicket" name="Escalate Ticket">
      <bpmn:incoming>Flow_6</bpmn:incoming>
      <bpmn:outgoing>Flow_8</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:userTask id="SeniorAgentReview" name="Senior Agent Review">
      <bpmn:incoming>Flow_8</bpmn:incoming>
      <bpmn:outgoing>Flow_9</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:userTask id="FinalResolution" name="Final Resolution">
      <bpmn:incoming>Flow_9</bpmn:incoming>
      <bpmn:outgoing>Flow_10</bpmn:outgoing>
    </bpmn:userTask>
    <bpmn:endEvent id="TicketClosed" name="Ticket Closed">
      <bpmn:incoming>Flow_7</bpmn:incoming>
      <bpmn:incoming>Flow_10</bpmn:incoming>
    </bpmn:endEvent>
    <bpmn:sequenceFlow id="Flow_1" sourceRef="TicketReceived" targetRef="CategorizeTicket" />
    <bpmn:sequenceFlow id="Flow_2" sourceRef="CategorizeTicket" targetRef="AssignTicket" />
    <bpmn:sequenceFlow id="Flow_3" sourceRef="AssignTicket" targetRef="InvestigateIssue" />
    <bpmn:sequenceFlow id="Flow_4" sourceRef="InvestigateIssue" targetRef="ResolutionGateway" />
    <bpmn:sequenceFlow id="Flow_5" name="Yes" sourceRef="ResolutionGateway" targetRef="ResolveIssue" />
    <bpmn:sequenceFlow id="Flow_6" name="No" sourceRef="ResolutionGateway" targetRef="EscalateTicket" />
    <bpmn:sequenceFlow id="Flow_7" sourceRef="ResolveIssue" targetRef="TicketClosed" />
    <bpmn:sequenceFlow id="Flow_8" sourceRef="EscalateTicket" targetRef="SeniorAgentReview" />
    <bpmn:sequenceFlow id="Flow_9" sourceRef="SeniorAgentReview" targetRef="FinalResolution" />
    <bpmn:sequenceFlow id="Flow_10" sourceRef="FinalResolution" targetRef="TicketClosed" />
  </bpmn:process>
  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="customer_support_ticket">
      <bpmndi:BPMNShape id="StartEvent_1_di" bpmnElement="TicketReceived" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="179" y="99" width="36" height="36" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="155" y="142" width="84" height="27" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_1_di" bpmnElement="CategorizeTicket" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="270" y="77" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_2_di" bpmnElement="AssignTicket" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="430" y="77" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_3_di" bpmnElement="InvestigateIssue" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="590" y="77" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Gateway_1_di" bpmnElement="ResolutionGateway" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="750" y="92" width="50" height="50" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_4_di" bpmnElement="ResolveIssue" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="860" y="77" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_5_di" bpmnElement="EscalateTicket" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="860" y="200" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_6_di" bpmnElement="SeniorAgentReview" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="1020" y="200" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_7_di" bpmnElement="FinalResolution" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="1180" y="200" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="EndEvent_1_di" bpmnElement="TicketClosed" bioc:stroke="#000000" bioc:fill="#ffffff" color:background-color="#ffffff" color:border-color="#000000">
        <dc:Bounds x="1020" y="99" width="36" height="36" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="996" y="142" width="84" height="27" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="Flow_1_di" bpmnElement="Flow_1" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="215" y="117" />
        <di:waypoint x="270" y="117" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_2_di" bpmnElement="Flow_2" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="370" y="117" />
        <di:waypoint x="430" y="117" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_3_di" bpmnElement="Flow_3" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="530" y="117" />
        <di:waypoint x="590" y="117" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_4_di" bpmnElement="Flow_4" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="690" y="117" />
        <di:waypoint x="750" y="117" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_5_di" bpmnElement="Flow_5" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="800" y="117" />
        <di:waypoint x="860" y="117" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="820" y="99" width="20" height="14" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_6_di" bpmnElement="Flow_6" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="775" y="142" />
        <di:waypoint x="775" y="240" />
        <di:waypoint x="860" y="240" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="820" y="220" width="20" height="14" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_7_di" bpmnElement="Flow_7" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="960" y="117" />
        <di:waypoint x="1020" y="117" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_8_di" bpmnElement="Flow_8" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="960" y="240" />
        <di:waypoint x="1020" y="240" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_9_di" bpmnElement="Flow_9" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="1120" y="240" />
        <di:waypoint x="1180" y="240" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_10_di" bpmnElement="Flow_10" bioc:stroke="#000000" color:border-color="#000000">
        <di:waypoint x="1230" y="240" />
        <di:waypoint x="1230" y="135" />
        <di:waypoint x="1020" y="135" />
      </bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn:definitions>

```