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Technical Support
- New
- Picked up by first staff member from the queue
- Open
- Look up knowledge base.
- Respond to client via email
- Close
Entitlement
- New
- Check if outstanding monies
  - Auto email
  - Place in pending
  - Task for accounts team to chase up.
- Open
- Picked up by first staff member from the queue
- Fill in all required details
- Send for approval
- Approved
  - Case Closed
  - Email Sent
  - Entitlement granted (out of scope of this document).

Flowchart

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