Technical support request

Technology / SaaS

Where this process begins.

Something is not working, but support lacks the details it needs to act. The team needs to know the company, the type of problem, what happened, how urgent it is, and where in the system it occurs. Without this context, every ticket requires more questions before troubleshooting can begin.

For software companies that need to organize and prioritize support tickets across channels.

Process map

From the initial need to the team’s next step.

1. A need arisesThe person needs to start a request or report what happened.
2. Initial messageThe customer reports a technical issue.
3. Guided questionsWitAsk uses a WhatsApp Flow to collect the company, issue type, description, urgency, and where the error occurs.
4. Ticket prioritizationThe details arrive in Zendesk already structured, so the support team can review the ticket and assign it by urgency.

Industry details

What the team needs to know.

Case follow-up

The information arrives ready for action.

A reported problem becomes a support ticket ready to prioritize. The answers are gathered so the responsible team can review the case and decide what to do next.

The fields and next step depend on the provider's configuration.

Other situations

Ways to adapt the workflow.

Featured case in action

An example of the complete workflow.

1. Initial message

   The customer reports a technical issue.

2. Guided questions

   WitAsk uses a WhatsApp Flow to collect the company, issue type, description, urgency, and where the error occurs.

3. Ticket prioritization

   The details arrive in Zendesk already structured, so the support team can review the ticket and assign it by urgency.

The fields and next step depend on the provider's configuration.