Functional requirements of Customer Support System with non-functional

Functional Requirements

1. User Authentication and Authorization
   • Allow users (e.g., customers, support agents, administrators) to create accounts, log in, and manage their profiles.
   • Implement role-based access control to restrict access based on user roles (e.g., admin, agent, customer).
2. Ticket Management
   • Enable customers to submit support tickets, including details of the issue or request.
   • Provide tools for support agents to view, prioritize, assign, and manage tickets.
   • Allow for ticket status updates (e.g., open, in progress, resolved, closed).
3. Knowledge Base
   • Maintain a knowledge base with articles, FAQs, and troubleshooting guides.
   • Provide tools for customers and support agents to search and access relevant knowledge base content.
4. Live Chat Support
   • Facilitate real-time chat between customers and support agents.
   • Provide tools for agents to manage multiple chat sessions and track chat history.
5. Email and Communication Integration
   • Integrate with email systems to manage support requests submitted via email.
   • Allow for automatic ticket creation from incoming emails and support responses via email.
6. Customer Interaction History
   • Maintain a history of customer interactions, including previous tickets, chat sessions, and email communications.
   • Provide tools for support agents to access and review interaction history.
7. Ticket Escalation and Routing
   • Allow for ticket escalation based on complexity or priority.
   • Implement routing rules to assign tickets to appropriate agents or teams based on predefined criteria.
8. Feedback and Surveys
   • Collect feedback from customers after ticket resolution through surveys or rating systems.
   • Provide tools for analyzing feedback and generating reports on customer satisfaction.
9. Reporting and Analytics
   • Generate reports on support metrics, including ticket volume, resolution times, agent performance, and customer satisfaction.
   • Provide analytics on support trends, common issues, and system performance.
10. Multi-channel Support
    • Support customer interactions across multiple channels, including phone, email, chat, and social media.
    • Provide tools for integrating and managing interactions from various support channels.
11. Integration with CRM Systems
    • Integrate with Customer Relationship Management (CRM) systems to access and update customer information.
    • Support synchronization of customer data and interaction history between systems.
12. User Interface and Experience
    • Provide an intuitive and user-friendly interface for managing support tickets, interacting with customers, and accessing knowledge base content.
    • Ensure ease of navigation and accessibility features for users with different needs and abilities.
13. Automation and Workflow Management
    • Implement automation for repetitive tasks, such as ticket assignment, response templates, and follow-up reminders.
    • Provide tools for managing support workflows and processes.
14. Mobile Support
    • Ensure that the system is accessible via mobile devices for both customers and support agents.
    • Provide a responsive design for mobile and tablet use.

Non-Functional Requirements

1. Performance
   • Ensure quick response times for ticket management, communication, and reporting.
   • Handle high volumes of support requests and user interactions efficiently.
2. Scalability
   • Support the addition of new features, users, and support channels as the system grows.
   • Scale to accommodate increasing data volumes and user traffic.
3. Reliability
   • Ensure high system availability with minimal downtime.
   • Implement backup and recovery procedures to protect data and ensure business continuity.
4. Security
   • Protect sensitive customer and support data with encryption and secure access controls.
   • Implement measures to prevent unauthorized access, data breaches, and fraud.
5. Usability
   • Provide an intuitive and user-friendly interface for managing support tickets, knowledge base content, and customer interactions.
   • Ensure ease of navigation and accessibility features for users with different needs and abilities.
6. Maintainability
   • Design the system for easy updates, maintenance, and troubleshooting.
   • Provide clear documentation for system administrators, support agents, and support personnel.
7. Compatibility
   • Ensure compatibility with various devices (e.g., desktops, tablets, smartphones) and web browsers.
   • Integrate seamlessly with other systems and software used in customer support.
8. Data Integrity
   • Ensure accuracy and consistency of ticket details, customer information, and communication history.
   • Implement validation checks and error-handling mechanisms to maintain data quality.
9. Support and Documentation
   • Provide user manuals, help guides, and support resources for troubleshooting and training.
   • Offer technical support for system issues and maintenance.
10. Auditability
    • Maintain logs of system activity, ticket management, and user actions for auditing purposes.
    • Provide audit trails for ticket handling, communication, and system access.