Process Map · The BestPack Support Way
Support Lifecycle — End to End
How every customer request moves from first contact to closed ticket. Follow the path that matches the request type.
Intake & Assignment
Technical Track
Parts Track
Service Track
Closure
Parallel — runs throughout
BPX Equipment — follower-based support model
1
Ticket Intake & Triage
Every request starts here — no exceptions
Mary | Tech Support Admin
Receive via email (auto-ticket), phone, or missed call
Collect all required info — customer type, machine model & serial, problem description
Add internal note summarizing intake — then classify request type and set priority
Send acknowledgment within 1 hour during business hours
2
Ticket Assignment
Right person, right ticket — every time
Mary | Tech Support Admin
Confirm request type from CP01 — determines the path below
For technical issues: match issue type + machine complexity to assignment matrix
Standard: Jordan → Kevin → Sean | Advanced/CSS: Kevin → Sean → Kalpesh
Non-technical requests route directly — parts to CS group, service to Mary
Request type splits into three tracks below
Technical Issue Track
3
Technical Troubleshooting
Work the ticket to resolution
Assigned Technician
Review ticket fully — machine history, prior cases, KB
Contact customer, confirm scope, set status correctly
Diagnose per T-level (T1 mechanical, T2 electrical/PLC, T3 engineering)
Document every action in Zendesk internal note
Warranty finding → notify Customer Service for RGA
BPX Equipment — Different Path
BPX lineup (shrink wrap, floor wrap, palletizer, bundler) requires a follower-based support model. BestPack is accountable; Omar provides BPX expertise.
1.Assign to available tech (Kevin / Sean / Ezechiel)
2.Add Omar | BPX Service Tech as Zendesk follower
3.Assigned tech owns customer communication; Omar provides guidance
Omar unavailable? Assign to Sean + add Michael Byrne (Head of BPX Sales) as follower instead
if escalation needed
4
Engineering Escalation
When troubleshooting reaches its limit
Allison | Engineering Manager
Write complete escalation note before reassigning
Apply escalation macro, tag
escalated_engineering, set status to Waiting Engineering ResponseEngineering performs root cause analysis and completes RCCA
Ticket returns to support for customer communication
Parts & Quote Track
5
Parts & Quote Support
Right part, right price, first response
Ezechiel | Mechanical Eng · Customer Service
Part Quote Request — customer knows the part: look up via BP Search → confirm price with Rita → send quote
Part Number ID — customer doesn't know the part: research KB → BP Search → BP360 → ask Rita if needed
NC Tape Head — all inquiries to Ezechiel. Universal head fits competitor sealers.
Track order status through Zendesk statuses (Back Ordered → PO Firmed → IN WMS → Shipped)
Warranty replacement → notify Customer Service for RGA, do not process directly
Service Track
6
Service Request & Scheduling
No visit starts without a NetSuite project
Mary | Tech Support Admin
Receive authorization from distributor (end users route through Sales first)
Create NetSuite project → enter Service Call Number in Zendesk Service form
Determine billable vs. non-billable — written approval required from Allison
Send estimate, collect PO, then schedule — do not schedule without PO
Path A BestPack staff or Path B 3rd party (PLC Paramedics / Best Packaging / Vanpack)
Trip report within 3 business days of completion → invoice → close project
8
Ticket Closure & Customer Communication
All tracks end here — no ticket closes without customer confirmation
Assigned Technician · Allison | Engineering Manager
Before Closing
Customer confirms resolution. All Zendesk fields complete. Internal notes current. RGA handed off if needed.
Unresponsive Customer
24 business hours → follow up. 48 business hours → second & final. No response → close with standard note.
Closing Message
Send standard closing message. Invite follow-up. Set ticket to Solved only after confirmation or auto-close rule.
Documentation & Knowledge Capture
Runs parallel throughout
After every resolved ticket — especially escalations and novel issues — the assigned tech creates a Zendesk KB article capturing the problem, root cause, and fix. Owner: Allison | Engineering Manager. Good documentation today eliminates a support ticket tomorrow.
SLA Escalation Windows — Business Hours Only (5:00 am – 5:00 pm PST)
P1
Machine Down
Escalate by 4 hrs
P2
Degraded Production
Escalate by 8 hrs
P3
Minor Issue
Escalate by 24 hrs
P4
Question / Info
Escalate by 48 hrs
Team Quick Reference
M
Mary
Tech Support Admin
J
Jordan
Service Technician
K
Kevin
Controls Engineer
S
Sean
Electrical Engineer
E
Ezechiel
Mechanical Engineer
A
Allison
Engineering Manager
O
Omar
BPX Service Tech
BPX follower
MB
Michael Byrne
Head of BPX Sales
BPX backup follower
BPX support role — added as Zendesk follower, not ticket assignee
The BestPack Support Way · Process Map · v1.2 · Owner: Allison | Engineering Manager
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