IT support managers and trainers
Onboarding new support staff to learn the standard operating procedures for handling incoming requests.
Use cases
About
The Matrix Solutions Support mind map template provides a structured workflow for handling client support requests across four channels: Phonecall, Email to support, Website request, and Email to consultant. With 48 nodes, it details step-by-step processes for voicemail handling, ticket creation in Tigerpaw, and escalation to consultants or Mei Li. Key nodes include 'Voicemail' (retrieved by consultant or Mei Li), 'Client in Tigerpaw' (automatic job creation), and 'Support request resolved' (time logs entered if SO exists). This template serves as a standard operating procedure for IT support teams using Matrix Solutions' internal systems.
Terms and ConditionsWhen to use this template
Process improvement analysts and team leads
Auditing existing support workflows to identify bottlenecks or missing steps in ticket handling.
System administrators and IT operations teams
Setting up automated ticket creation rules in Tigerpaw for different client types.
How to use this template
Step 1
Launch and Review Support Channels
Open the template in Xmind to explore the four primary communication branches and their specific ticket creation workflows.
Step 2
Customize the Support Workflow Nodes
Tailor the existing 48 nodes by adjusting labels and escalation steps to align with your team's specific Tigerpaw or internal procedures.
Step 3
Export and Share Standard Procedures
Save your finalized support map as an image or PDF to provide your IT team with a clear standard operating procedure.
Frequently asked questions
The template covers four support channels: Phonecall, Email to support, Website request, and Email to consultant. Each channel has a defined workflow for ticket creation and escalation.
Voicemail is retrieved by either a consultant or Mei Li. Upon retrieval, a task is created, and a service order (SO) is created if required.
If the client exists in Tigerpaw, a job is created automatically, and a workflow email is sent to all consultants. If the email relates to a previous SO, comments are added to the notes section.
Yes, the template is editable in Xmind. You can modify the conditions for automatic job creation, workflow email recipients, and SO creation triggers.
The template is available on Xmind's marketplace. It can be downloaded, edited, and exported as PDF or image for printing.
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