Solution

Case- Ticketing System

Problem1: Please design the Blueprint (i.e. top-level block diagram) of this ticketing system.

Please refer the xml file BlockDiagram

Problem 2: How can we distribute the tickets received among the Executives for resolution? What are the different
options and what is your recommendation?

Assumptions:
• Company is in initial stages, no automation of query responses and classification of query based on category is already available

Option 1: Turn wise

• Distribute the tickets among executives using round robin schedule.
• It is operationally heavy and costly as executives have to be trained in all categories
• It will lead to longer waiting time in queue for customers and will reduce customer satisfaction.

Option 2: Load based

• Distribute the tickets among executives based on how many simultaneous tickets an executive can handle
• It is also operationally heavy and costly as executives have to be trained in all categories
• It will help in customers queries not stuck in longer queues

Option 3: Skillset based

• Distribute the tickets among executives based on their skillsets and expertise
• It is easier to train executives and define more solid ETA for the executives
• It results in better customer satisfaction and will lead to reduction in ticket reopening
• Any change in the query mix will lead to higher idle time and drastically reduce productivity

Final Recommendation:
• Go with option 3: Skillset based
• This option is preferred as it leads to the best customer experience
• Efficiency improves as tickets are assigned to the executives best equipped to handle with the issue.
Problem 3: An Executive had received a query with incomplete information and had replied to the customer seeking the
missing information. However, the customer is not replying on email or any other medium. What should the Executive
do? What are the different options and what is your recommendation?

Option 1: Analyse and Send Basic Output

• Analyse the query and work on making basic output
• Communicate to the customer with basic output and provide different options on how to proceed further on the query
• Executives work on the output in billable hours and if customer didn’t respond may result in loss
• Customer dissatisfaction will be less

Option 2: Close the ticket

• Send regret mail to the customer, close the ticket and initiate refund if already paid
• It gives quicker resolution to an open ticket
• It will lead to customer dissatisfaction and may result in revenue loss

Option 3: Put on hold

• Send mail to the customer that the ticket is put on hold and will be reopened upon receipt of missing information.
• The ticket will remain in the system for a long time
• It will lead to customer dissatisfaction and may result in revenue loss

Final Recommendation:
• Go with option 1: Analyse query and send basic output
• This option is preferred as it leads to the best customer experience
• Revenue loss is minimal as customer may get back and query can be completed
Problem 4: Please suggest top MIS reports that you would monitor to ensure that the designed ticketing system is
working properly

Summary Report:
• Provides summary of all tickets filtered by categories, status, priority and Escalation
• Helpful to analyse tickets and make better & informed decisions to improve performance & efficiency

Tickets per day:

• Provides summary of tickets received and closed in a particular day, week or month.
• Helpful to predict the peak load on a given day and time by analysing distribution

Customer satisfaction:
• Provides summary of customer satisfaction in surveys taken by customer.
• Can be used to identify the areas and categories requiring improvement

Delayed Tickets:
• Provides summary of tickets which have been escalated because of delay and the major reasons
• Can be used to pinpoint the reasons for delay & act upon it thereby minimising the delay and improve customer satisfaction

Tickets resolved within ETAs:

• Provides summary of tickets resolved within ETAs overall and category wise
• Can be used to identify the categories lagging behind and the executives can be trained for better ticket resolutions
 Problem 5: Design a MIS report to monitor if all the tickets in the system are being resolved and reasons for tickets not
resolved are known.

MIS- Tickets not resolved

Number of Tickets Tickets
Day tickets Resolved unresolved
Yesterday 10 8 2
Week till date 50 45 5
Month till date 205 197 8

Unresolved Tickets- Reason wise

Number of Tickets unresolved Tickets unresolved
Reason Tickets for < 2 SLA for > 2 SLA
Waiting for client input 3 2 1
Payment Issue 1 0 1
Report Generation 2 1 1
Technical Issue 2 1 1

Unresolved Tickets- Item wise

Customer Executive
Ticket No Category Status Manager Ticket Date Tickets open Reason
Name Assigned
15 Finance Open Company1 Executive1 Manager3 02-Jan Waiting for client input
25 Research Reopened Company5 Executive3 Manager2 10-Jan Report Generation
40 Tech Support Open Company8 Executive1 Manager1 11-Jan Technical issue
179 Research Open Company3 Executive3 Manager2 18-Jan Report Generation
185 Tech Support Open Company4 Executive4 Manager1 20-Jan Waiting for client input
192 Tech Support Open Company5 Executive5 Manager1 20-Jan Technical issue
203 Tech Support Open Company5 Executive5 Manager1 23-Jan Waiting for client input
205 Research Open Company8 Executive3 Manager2 23-Jan Report Generation
Problem 6: Design a MIS report to monitor if we are doing a good job at resolving tickets within ETAs communicated to
the clients

Assumptions: Categories are broadly divided into Finance, Tech support and Research

MIS- Tickets resolved within ETAs

Number Tickets Tickets resolved % Tickets resolved Tickets Escalated Tickets Escalated
Date
of tickets Resolved within ETA within ETA to Level 1 to Level 2
Yesterday 10 6 6 60% 2 0

Week till date 50 41 38 76% 6 4

Month till date 205 193 158 77% 35 20

MIS - Tickets Categorywise (Month till date)

Total number Tickets resolved % Tickets resolved Tickets Escalated Tickets Escalated
Category Manager
of Tickets within ETA within ETA to Level 1 to Level 2
Finance Manager3 35 20 57% 10 5

Tech Support Manager2 48 42 88% 3 3

Research Manager1 122 96 79% 22 12