CASE STUDY 2: SUPPORT TICKETING SYSTEM

1. TICKET ASSIGNMENT MODULE

Account Executives (AEs) are divided into various groups. Each group caters to a
specific department in the company. To maximize staff engagement tickets are
assigned in a round- robin fashion – they are assigned in a circular sequential
manner to all the active AEs at that time.

Once a ticket is created by a DE, based on its subject or description (or

keywords), the system would decide the AE group that this ticket needs to be
sent to. An upper limit for the total number of tickets assigned to an AE will be
set and the staff will adhere to this upper limit criterion. This kind of assignment
ensures that when there is a continuous inflow of tickets, it is distributed among
all active staff. If an AE reaches the upper limit, the system will stop assigning
any further tickets to him/her. However, his account manager can manually
assign tickets to him if need be.

An AE can be added to the assignment system in case of:

 A new AE makes himself available by setting his current status to “Active”

assuming his total pending ticket count is less than the set upper-
limit.
 An AE removed from assignment queue resolves tickets that bring his
total pending ticket count below the specified upper limit.

AEs can switch their status from “Active” to “Inactive” if they are on leave or
pre-occupied with an important ticket or talking to a client over phone. Also, the
ticketing system automatically pulls out staff information every day from HRMS
data and updates in its database. Therefore, if an AE accidentally forgets to
update his/her status he/she will be removed from ticket assignment process by
the system from its end.

Requests received from various sources (email, chat etc) will be collated and
integrated in a single e-mail inbox and will be sent to DE for tickets creation.
1. Do-Not-Disturb Mode: Gives the agent the option to say ‘No’ to more tickets as their hands re full or are busy with a critical
issue/customer.
2. Agent Status View: Pull up details on agent availability, if they are in the round-robin queue or not and so on.

2. TRACKER
Please find below the ticket tracker

https://docs.google.com/spreadsheets/d/1lnas_y4KvKFa_19JVf0D_mf144mSlkCdGCeG2wD3
cA/edit?usp=sharing

3. STATUS LABELS
Status labels which could be tagged in ticketing system are:

 New: A ticket that is unassigned to any AE and which is recently

received by Customer support.
 Open: A ticket that is assigned and an AE is currently working on the
issue.
 Pending: It is used to indicate that an AE is waiting for additional
information or action from the client.
 On- Hold: It is used to indicate that an AE is waiting for some information
or action from someone other than the client (from account manager etc.)
 Closed : This label indicates that the ticket is resolved
 Dropped : This label is tagged when client is unresponsive, query is not
resolvable and the issue is not relevant

4. REPORTS
The following are the reports to be generated for this system :

Tickets by sources:

TICKET SOURCE 06/05/2018(as of Month Till Date Total tickets

today)
Mail to support 5 11 106
Mail to alias of AE 8 23 151
Mail to AE 3 18 183
Via chat on 4 19 89
messenger
Time taken to provide first response:

AVG. FIRST 06/05/2018(as of Month Till Date Total tickets

REPLY(in hrs) today)
0-1 7 11 106
1-8 5 23 60
8-24 1 18 30
>24 0 19 20

This can be further drilled down to generate reports on Avg. first response time for
tickets related to each department

Tracking Account Executives (AEs) working:

AE No. of No. of Total No. of No. of Total Avg. % of

Nam Tickets Tickets no. of Tickets Tickets no. of Time tickets
e assigned assigne assigne resolved resolve resolve taken resolve
(6/5/2018 d - MTD d tickets (6/5/2018 d - MTD d tickets to d
) ) resolv
e

Reports on Priority tags

PRIORITY No. of tickets No. of tickets – Total tickets

(as of today) MTD
High
Medium
Low

Reports on Status tags

STATUS No. of tickets No. of tickets – Total tickets

(as of today) MTD
New
Open
Pending
On- hold
Closed
Dropped
SLA Performance

SLA No. of No. of tickets breached– Total tickets Total no. of % of tickets
Target tickets MTD breached tickets till breached
breached date
(as of
today)

Benchmark against Industry:

PARAMETERS Company Average Industry Average

Customer satisfaction
Average first response
New Tickets

Escalated cases:

CONCERNED No. of tickets No. of tickets Total tickets % of cases

AUTHORITY escalated escalated – escalated escalated
(as of today) MTD
Customer satisfaction
Average first response
New Tickets

Account type reports:

ACCOUNT TYPE No. of tickets No. of tickets – Total tickets

(as of today) MTD
Paid
Unpaid