Prioritization: Assign priority levels to tickets based on urgency or impact.
Customer Interaction:
Customer Portal: Provide a portal for customers to submit support requests, track ticket status, and view history.
Communication: Enable communication between support agents and customers through messaging or email notifications.
Knowledge Base:
Create and Manage Articles: Allow administrators to create, update, and organize knowledge base articles or FAQs.
Search Functionality: Implement a search feature for customers and agents to find relevant articles and solutions.
Agent Management:
User Accounts: Create and manage accounts for support agents, including roles and permissions.
Performance Tracking: Track agent performance metrics, such as ticket resolution times and customer satisfaction.
Reporting and Analytics:
Ticket Reports: Generate reports on ticket volumes, resolution times, and agent performance.
Customer Feedback: Collect and analyze customer feedback and satisfaction ratings.
Automation:
Automated Ticket Routing: Automatically route tickets to appropriate agents or departments based on predefined rules.
Notifications: Send automated notifications for ticket updates, escalations, or deadlines.
Security and Compliance:
Data Security: Ensure secure handling of customer data and ticket information, including encryption and access control.
Compliance: Ensure compliance with relevant regulations and standards (e.g., GDPR).
3. Technical Scope
Technology Stack: Choose appropriate technologies for development, such as programming languages (e.g., Python, JavaScript), frameworks (e.g., Django, React), and databases (e.g., MySQL, PostgreSQL).
Platform: Web-based application with potential for mobile compatibility.
4. Design Considerations
User Interface (UI): Develop a clean, intuitive, and responsive UI for ticket management, customer interaction, and reporting.
User Experience (UX): Focus on creating an efficient and pleasant experience for all types of users, including support agents and customers.
5. Project Deliverables
Prototype: A working model demonstrating core functionalities like ticket creation, management, and customer interaction.
Documentation: Comprehensive user manuals, technical documentation, and a final project report.
Presentation: A presentation to showcase the system’s features, capabilities, and benefits.
6. Timeline and Milestones
Planning and Research: Conduct initial research, gather requirements, and plan the project.
Design Phase: Create UI/UX designs and define system architecture.
Development Phase: Implement core features, integrate components, and conduct unit testing.
Testing Phase: Perform thorough testing, including user testing, bug fixing, and quality assurance.
Deployment and Review: Deploy the system, review project outcomes, and gather feedback.
7. Exclusions
Advanced Features: Consider excluding advanced features like AI-driven ticket categorization or extensive multi-channel support unless they are crucial.
Integration with External Systems: Focus on core functionalities first; integration with third-party CRM or communication systems can be considered for future phases.
8. Constraints and Assumptions
Budget Constraints: Adhere to any budget limitations for tools, technologies, and resources.
Time Constraints: Complete the project within the academic timeframe.
Technical Constraints: Use technologies and tools that are feasible within the project’s scope and team expertise.
9. Evaluation Criteria
Functionality: How well does the system meet the specified requirements and manage help desk tasks?
Usability: Is the system user-friendly and efficient for all types of users?
Performance: How well does the system perform under load and handle concurrent users and ticket processing?
Documentation: Quality and completeness of user guides and technical documentation.
