Swimlane Process Diagrams in Confluence with Mermaid (Copy-Paste)
The ticket sits in "Waiting on customer" for a week and nobody noticed, because the handoff between first-line support and the dev team is a tacit step: Support marks it "escalated" in one field, Engineering is supposed to watch a filter, and the transfer never surfaces as its own action. That inert weekend is a process bug, and the fix is to see the handoff. A swimlane diagram makes the ownership transfer its own crossing arrow — invisible to everyone until it is drawn.
Quick answer: map cross-functional processes in Confluence as Mermaid swimlane-beta, rendered by Mermaid Plus for Confluence. One lane per actor, steps sequenced inside lanes, and the handoff is the arrow that crosses a lane boundary. When the interaction is a short request/response instead of long-running work, switch to a sequenceDiagram. This post gives you three copy-paste examples.