Functional Requirements
- 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, support agent, customer).
- Ticket Management
- Facilitate the creation, tracking, and resolution of support tickets.
- Allow customers to submit tickets via web forms, email, or other communication channels.
- Support ticket categorization, prioritization, and status tracking.
- Knowledge Base and FAQ Management
- Provide a knowledge base for storing and organizing help articles, FAQs, and troubleshooting guides.
- Allow support agents and administrators to create, edit, and manage knowledge base content.
- Communication and Interaction
- Enable communication between customers and support agents through various channels (e.g., email, chat, phone).
- Provide tools for internal communication and collaboration among support team members.
- Automated Workflows and Ticket Routing
- Implement automated workflows for ticket handling, such as ticket assignment, escalation, and resolution.
- Support automatic routing of tickets based on predefined rules (e.g., category, priority, agent availability).
- Service Level Agreements (SLAs)
- Define and manage SLAs for ticket response and resolution times.
- Provide tools for monitoring SLA compliance and generating alerts for impending breaches.
- Reporting and Analytics
- Generate reports on ticket metrics, support team performance, and customer satisfaction.
- Provide analytics on ticket volume, response times, resolution rates, and other key performance indicators (KPIs).
- Customer Feedback and Surveys
- Collect customer feedback through surveys and satisfaction ratings after ticket resolution.
- Analyze feedback to assess service quality and identify areas for improvement.
- Integration with External Systems
- Integrate with CRM systems, email platforms, and other external tools for seamless data synchronization and enhanced functionality.
- Support API integration for extending capabilities and connecting with third-party services.
- User Interface and Experience
- Provide an intuitive and user-friendly interface for customers, support agents, and administrators.
- Ensure ease of navigation and accessibility features for users with different needs and abilities.
- Documentation and Help Resources
- Provide user manuals, help guides, and support resources for system users.
- Include contextual help and tooltips within the system.
- Security and Compliance
- Ensure data security and privacy through encryption and secure access controls.
- Implement compliance with relevant regulations and standards (e.g., GDPR, HIPAA).
Non-Functional Requirements
- Performance
- Ensure quick response times for ticket submission, retrieval, and resolution.
- Handle high volumes of support requests and user interactions efficiently.
- Scalability
- Support the addition of new users, tickets, and features as the system grows.
- Scale to accommodate increasing ticket volumes and user traffic.
- Reliability
- Ensure high system availability with minimal downtime.
- Implement backup and recovery procedures to protect data and ensure business continuity.
- Security
- Protect sensitive customer and ticket data with encryption and secure access controls.
- Implement measures to prevent unauthorized access, data breaches, and abuse.
- Usability
- Provide an intuitive and user-friendly interface for managing tickets, accessing knowledge base resources, and generating reports.
- Ensure ease of navigation and accessibility features for users with different needs and abilities.
- Maintainability
- Design the system for easy updates, maintenance, and troubleshooting.
- Provide clear documentation for system administrators, support agents, and users.
- 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.
- Data Integrity
- Ensure accuracy and consistency of ticket data, customer information, and reporting metrics.
- Implement validation checks and error-handling mechanisms to maintain data quality.
- Support and Documentation
- Provide user manuals, help guides, and support resources for troubleshooting and training.
- Offer technical support for system issues and maintenance.
- Auditability
- Maintain logs of system activity, ticket interactions, and user actions for auditing purposes.
- Provide audit trails for ticket handling, system modifications, and compliance checks.
These requirements ensure that a Hel