Scope of Help Desk Management System Final Year Project

1. Project Objectives

• Develop an HDMS: Create a software application to manage and streamline customer support and service requests.
• Features and Functionality: Implement essential features for ticket management, customer interaction, and performance reporting.
• User Experience: Ensure the system is user-friendly for support agents, administrators, and customers.
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2. Functional Scope

• Ticket Management:
  • Create and Track Tickets: Allow support agents to create, assign, and track support tickets or service requests.
  • Ticket Status: Manage and update ticket statuses (e.g., open, in-progress, resolved, closed).
  • 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:
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    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.