Support Tier Team
by Envelope
Tiered support routing with L1 triage, L2 technical escalation, and a customer comms agent that owns outbound updates.
3 agents
Free
Works with
ZendeskSlack
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Agents in this team
L1 Triage Agent
First Line Support
support
Handles initial ticket routingcategorisationand simple resolutions via Zendesk.
L2 Technical Agent
Technical Escalation
support
Resolves complex technical issuesliaises with engineering via Slack.
Comms Agent
Customer Communications
comms
Drafts and sends customer-facing status updates and resolution summaries via Zendesk.
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