Solved Case Study

Ticketing System Design

Case Study: Ticketing System Design

Problem Statement

As the Head of the Customer Support department for a B2B company providing research services, we are tasked
with designing a ticketing system to efficiently manage and resolve customer queries.

Key Requirements

• All queries are received at a common support ID and customers must use their registered email IDs.

• Queries can either be resolved by the customer support department or escalated to other departments.

• Customer support team hierarchy: Executives report to Managers, who in turn report to an AVP.
Problem 1: Blueprint of the Ticketing System: Top-Level Block Diagram
Problem 2 (Additional Option): Ticketing System with AI
AI-Based Ticketing System, Let’s call it "SmartSupport"

SmartSupport leverages AI and ML to enhance the ticketing system's efficiency and effectiveness:

Feature 1: Automated Ticket Categorization

• AI/ML Technique: Natural Language Processing (NLP) and Machine Learning (ML) algorithms
• Functionality: Automatically categorize incoming tickets based on content, keywords, and context
• Benefits:
o Faster ticket routing to relevant departments or executives
o Improved accuracy in ticket assignment
o Enhanced reporting and analytics capabilities

Feature 2: Predictive Escalation

• AI/ML Technique: Machine Learning (ML) and Predictive Analytics

• Functionality: Predict the likelihood of ticket escalation based on historical data, customer behaviour,
and ticket content.
• Benefits:
o Proactive escalation of critical tickets to senior executives or specialized teams
o Reduced resolution time and improved customer satisfaction
o Enhanced resource allocation and planning

Feature 3: Intelligent Response Suggestions

• AI/ML Technique: Natural Language Processing (NLP) and Machine Learning (ML) algorithms
 • Functionality: Provide executives with suggested responses to common ticket queries based on
knowledge base articles, FAQs, and historical resolutions
• Benefits:
o Faster response times and improved first-call resolution rates
o Enhanced consistency in responses and reduced errors
o Improved knowledge management and sharing

Feature 4: Sentiment Analysis and Emotion Detection

• AI/ML Technique: Natural Language Processing (NLP) and Deep Learning (DL) algorithms
• Functionality: Analyse customer sentiment and emotions in ticket content to identify trends and areas for
improvement
• Benefits:
o Enhanced customer satisfaction and experience
o Proactive identification of potential issues and concerns
o Data-driven insights for product and service improvements

Additional Benefits of SmartSupport:

• Improved efficiency and productivity

• Enhanced customer experience and satisfaction
• Data-driven insights for business improvements
• Scalability and flexibility to adapt to changing business needs
• Integration with existing CRM and helpdesk systems
Problem 2: Options for Ticket Distribution:
• Round-Robin Distribution:
o Each incoming ticket is assigned to the next available Executive in a rotating fashion.
o Ensures an even workload distribution.
o Simple and easy to implement.

• Priority-Based Distribution:
o Tickets are assigned based on their priority (e.g., urgent, high, medium, low).
o Critical for managing high-priority issues efficiently.
o Requires a well-defined priority categorization system.

• Skill-Based Distribution:
o Tickets are assigned based on the expertise of the Executives.
o Ensures tickets are handled by the most qualified personnel.
o May require a robust skill-matching algorithm

• Load Balancing
o Assign tickets based on Executive workload and availability.

Recommendation: Implement a Hybrid Distribution Model combining Round-Robin and Skill-Based

approaches:

• Use Round-Robin for initial assignment to ensure even workload.

• Implement a secondary skill-matching step to reassign tickets requiring specialized knowledge.
Problem 3: Handling Incomplete Queries

Options for Handling Incomplete Queries:

• Follow-Up via Email:

o Send a polite email reminding the customer about the missing information and its importance for resolving
the issue.
o Maintain a log of follow-ups.

• Alternative Communication Channels:

o Attempt to reach the customer via phone or chat if email follow-ups fail.
o Provide the customer with a phone number or live chat option to facilitate communication.

• Escalation Protocol:
o Escalate the issue internally if the customer remains unresponsive. Escalate the ticket to a manager for
assessment.
o Ensure the query is not neglected.

Recommendation:
Establish a Follow-Up and Escalation Protocol, with a clear timeline for customer response:

• Send email reminders every 24-48 hours up to three times.

• Consider using email tracking tools to see if the customer has opened the emails.
• Analyse trends in unresponsive customers. Are there specific types of queries that lead to this issue? This
could indicate a need for improved communication or self-service resources.
• Escalate to a Manager if the customer remains unresponsive after all attempts.
Problem 4: MIS Reports
• Ticket Volume Report:
o Number of tickets received, resolved, and pending.

• Resolution Time Report:

o Average time taken to resolve tickets.
o Breakdown by ticket priority and type.

• First Response Time:

o Track the time taken for the first response to a customer.

• Customer Satisfaction Report:

o Feedback scores and comments from customers.
o Trends in customer satisfaction over time.

• Executive Performance:
o Track individual Executive performance (e.g., resolution rate, response time).

• Workload Distribution Report:

o Number of tickets handled by each Executive.
o Identification of workload imbalances.

• Escalation Report:
o Number and reasons for escalated tickets.
o Analysis of escalation trends and root causes.
General
1. Job Change Motivation and Fit for Tracxn

Why Are You Looking for a Job Change?

• Seeking new challenges and opportunities where I can unlock my full potential, create impact and grow.
• I desire to leverage my skills and education in a dynamic and innovative environment.
• I want to work with a growth mindset team that will challenge me at all levels.

Fit for Tracxn:

• My experience in leading cross functional teams in various startups aligns well with Tracxn's needs.
• I strive to take proactive responsibility in creating better outcomes for firms and am eager to contribute to
Tracxn's success by adding significant value.

2. Pros and Cons of Joining a Startup

Pros:

• Opportunity to make a significant impact.

• Exposure to diverse roles and responsibilities.
• Fast-paced and innovative work environment.

Cons:

• Uncertainty and risk associated with startups.

• Resource constraints compared to established companies.