Account Creation: Allow users (customers, support agents, administrators) to create and manage accounts using email, phone numbers, or single sign-on (SSO) integrations.
Profile Management: Users can update personal information, manage roles, and adjust account settings.
Role Management: Support different user roles with varying access levels and permissions (e.g., admin, support agent, customer).
Ticket Management:
Ticket Creation: Allow users to create support tickets, including details such as issue description, category, priority, and attachments.
Ticket Tracking: Track the status and progress of tickets through various stages (e.g., open, in-progress, resolved, closed).
Ticket Assignment: Assign tickets to support agents based on their expertise, workload, or availability.
Ticket Escalation: Provide mechanisms for escalating tickets to higher-level support if necessary.
Communication Tools:
Messaging: Enable communication between support agents and customers through internal messaging or email notifications.
Live Chat: Provide live chat support for real-time assistance.
Automated Responses: Implement automated responses for common inquiries or to acknowledge ticket receipt.
Knowledge Base:
Article Management: Allow administrators to create, manage, and update knowledge base articles or FAQs.
Search Functionality: Provide search and filtering options for users to find relevant articles and solutions.
Categorization: Organize knowledge base articles into categories or topics for easier navigation.
Reporting and Analytics:
Performance Metrics: Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
Custom Reports: Enable the creation and customization of reports based on specific criteria (e.g., ticket volume, agent performance).
Trend Analysis: Analyze trends and patterns in support tickets to identify recurring issues or areas for improvement.
User Feedback:
Feedback Collection: Collect feedback from users on their support experience, including post-resolution surveys or ratings.
Feedback Analysis: Analyze feedback to assess the quality of support and identify areas for improvement.
Integration with External Systems:
CRM Integration: Integrate with Customer Relationship Management (CRM) systems to synchronize customer data and ticket information.
Helpdesk Tools: Integrate with other helpdesk tools and platforms for a seamless support experience.
Communication Tools: Integrate with email and chat systems for streamlined communication.
Security and Compliance:
Data Protection: Ensure secure handling and storage of customer and support data in compliance with relevant regulations (e.g., GDPR, CCPA).
Access Control: Implement role-based access controls to restrict access to sensitive information and system features.
Authentication: Use secure authentication methods (e.g., two-factor authentication) to protect user accounts.
System Administration:
Configuration Management: Allow administrators to configure system settings, such as ticket categories, priority levels, and escalation rules.
User Management: Provide tools for managing user accounts, roles, and permissions.
Help Resources:
Help Guides: Provide guides and tutorials for users on how to use the support system effectively.
Support Channels: Offer support through various channels, including email, chat, and phone, for system-related issues.
Non-Functional Requirements
Performance:
Speed: Ensure fast load times for the platform, quick response times for ticket creation and updates, and real-time communication during live chat sessions.
Scalability: The system should handle increasing numbers of users, tickets, and interactions without performance degradation.
Reliability:
Uptime: Aim for high availability with minimal downtime to ensure continuous access to the support system.
Backup and Recovery: Implement regular backups and a disaster recovery plan to protect data and ensure business continuity.
Security:
Data Encryption: Implement encryption for sensitive data both in transit and at rest to protect user information and support data.
Authentication: Use secure authentication methods to protect user accounts and system access.
Access Control: Enforce role-based access controls to prevent unauthorized access to support data and system features.
Maintainability:
Code Quality: Maintain clean, well-documented code to facilitate easy updates and maintenance.
Modularity: Design the system in a modular way to allow for easy addition of new features and updates.
Compatibility:
Cross-Browser Support: Ensure compatibility with major web browsers (e.g., Chrome, Firefox, Safari, Edge).
Mobile Responsiveness: The platform should be fully functional on various mobile devices and screen sizes.
Usability:
User Interface: Design an intuitive and user-friendly interface for creating and managing tickets, accessing the knowledge base, and interacting with support agents.
Accessibility: Ensure the platform is accessible to users with disabilities, following WCAG guidelines.
Localization:
Multilingual Support: Provide the platform in multiple languages if serving a diverse user base.
Regional Customization: Allow for region-specific content and compliance requirements.
Analytics and Reporting:
Data Insights: Provide actionable insights into support performance, ticket trends, and customer satisfaction.
Custom Reporting: Allow administrators to generate and customize reports based on specific criteria and needs.
