{
  "id": "workflow:support-automation-setup",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-setup.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Automation Setup",
    "workflowKind": "operational",
    "triggerType": "on-demand",
    "typicalCadence": "per-milestone",
    "complexity": "cross-team",
    "description": "Establishes automated support workflows to improve efficiency and\nconsistency -- creating macro libraries for common response templates with\ndynamic field insertion, configuring auto-response rules for\nacknowledgment, status updates, and resolution confirmation, building\ntrigger-based automations for ticket tagging, routing, and priority\nadjustment, integrating helpdesk with engineering issue trackers for\nbug-linked ticket synchronization, setting up automated satisfaction surveys\nat resolution with configurable timing and follow-up logic, creating\nescalation automations that trigger based on SLA proximity and customer\ntier, and establishing reporting automations for daily team dashboards and\nweekly management summaries. Produces automation inventory document,\nintegration architecture diagram, and automation effectiveness metrics.\nExcludes helpdesk platform selection.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-automation-setup",
      "to": "role:platform-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "role:bug-triager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "skill-area:api-design",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "responsibility:dx-tooling-maintenance",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-automation-setup",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}