Data Flow

Customer Support Ticket Escalation Flow

Data Flow Diagrams (DFD) · made in Skemio

Data flow diagram showing customer tickets routed through intake, stored in D1, evaluated by an SLA monitor against D2 rules, and escalated to a Tier 2 agent.
Data flow diagram showing customer tickets routed through intake, stored in D1, evaluated by an SLA monitor against D2 rules, and escalated to a Tier 2 agent.
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What it shows

  • Continuous SLA monitors trigger reassignments before human managers react.
  • Decoupling intake from SLA evaluation keeps ingestion latency under 50ms.
  • Tiered reassignment paths prevent Tier 3 engineers from handling Tier 1 noise.

The takeaway

Automate SLA surveillance asynchronously to reassign stalled incidents before breach penalties hit.

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