Support ticket journey

A scored journey across customer, agent, and engineer touchpoints — useful for spotting support friction.

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Mermaid 11 renderer

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Mermaid source

journey

journey
    title Support ticket experience
    section Report
      Find help center: 3: Customer
      Open ticket: 4: Customer
    section Resolution
      First response: 3: Agent
      Reproduce issue: 2: Agent
      Ship fix: 4: Agent, Engineer
    section Follow-up
      Confirm resolution: 5: Customer
      CSAT survey: 3: Customer

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