All Use Cases

Customer Support Workflow

Streamline how support cases are created, assigned, escalated, and resolved. Keep customers informed and agents productive.

The Challenge

Support cases come in from email, chat, phone, and social media. Without the right system, they get lost, duplicated, or stuck with the wrong person. Customers get frustrated. Agents burn out.

  • Cases falling through the cracks
  • No clear escalation paths
  • Agents working on cases outside their expertise
  • Customers not knowing what's happening with their issue

How Turalu Helps

Describe your support process in a video call and watch Turalu build it. Case routing, escalation rules, customer notifications, agent queues—all configured while you talk.

  • Smart case routing based on issue type and priority
  • Automatic escalation when SLAs are at risk
  • Customer updates at every stage
  • Agent dashboards showing their queue and metrics

What Turalu Builds for You

Case Intake

Unified case creation from email, web forms, chat, or API with automatic categorization.

Skill-Based Routing

Route cases to agents based on expertise, workload, and availability.

Escalation Flows

Automatic escalation paths when cases age or priority changes.

Customer Notifications

Keep customers informed with status updates at key milestones.

Agent Workspace

Everything agents need in one view—case details, history, and suggested actions.

Support Dashboard

Real-time metrics on case volume, resolution times, and customer satisfaction.

A Typical Conversation

You

"We have three support tiers. Tier 1 handles basic questions, Tier 2 does technical troubleshooting, and Tier 3 is for engineering escalations. Cases should auto-escalate if they're open more than 24 hours."

T

"Makes sense. How do you want to categorize incoming cases? By product, issue type, or both? And should VIP customers get priority routing?"

You

"By product and issue type. And yes, enterprise customers should skip Tier 1 and go straight to Tier 2. They also need email updates whenever their case status changes."

T

"Perfect. I'm building a three-tier case flow with product and issue categorization, enterprise customer priority routing to Tier 2, 24-hour escalation timers, and automated email notifications on status changes. You'll have a dashboard showing case volume by tier and average resolution times."

Ready to Streamline Your Support?

Stop losing cases and frustrating customers. Build your support workflow in a single conversation.