Support Ticketing System to organise the requests from customers

Reasons for the This project makes sure that every issue and/or requests is
project addresed to the right person that can answer it.
Furthermore, it will make the tracking of tickets easier to see
if ithe problem is solved.
Project Scope The Scope of the project is to create a system to better
organise the requests/complaints from the customers. We
are thinking of a pyramid process with three levels of
support where the information can be organised and dealt
with by the right person; the requests are going to be
organised from the most urgent ones that we want to get a
response between 2-3 Business Hours and Low interest
requests which will be answered in 2-4 business days.
Objectives The objective of this project is to help manage all the
requests through a simple piramid system.

Risks One risk is that people make mistakes and sometimes easy
requests might come up to L2/L3 team.
Furthermore, this system can sometimes get longer because
of this pyramid style if there are a lot of urgent enquiries it
may take longer than 2-3 Business Hours.
Benefits The benefits of this project are that the tickets can be
answerd in order of the importance, this way the company
will not lose time on answering the questions that does not
need urgent attention.
Another benefit is that you can lower your expenses because
you will not need so many people like before, this way the
important questions goes to experts much faster because
everything is organised and the questions that are not that
important or that are easy to answer can be answerd by an
automatic message system.
Stakeholders Project Manager: The Project Manager’s role is to further analyse
the project beyond the normal point. Their role is
 to plan the project and to set a realistic deadline which
needs to be respected.
 Monitoring and organising the progress of the project.
 Estimating and developing the budget.
 Ensuring that the customer expectations are met by this
project.
 Analysing the risks of the project and managing them.
 Managing the necessary documents regarding the
project.
Developer: The Developer’s role is to understand the
problem that the software is supposed to solve, come up
with a solution, develop the software and test it before
 releasing it.
 Analyse the needs of the company to understand the
software requirements.
 Design the software to meet customer’s expectations
 Testing the software to make sure everything works
perfectly.
 Create documents which explains all the software
programs.
Business Analyst: The Business Analyst’s role is to
communicate to stakeholders gathering requirements to
make sure that the project meets the expected quality and
value.
 Research the existing business system and find what
can be improved
 Creating a business analysis document which explains
the problems, opportunities, risks and solutions.
 Identify risks and problems that might occur and find
a solution for them.
 Work closely with everybody in the team to make
sure the project is going to be successful.
QA Tester: The QA Tester’s role is to make sure that the final
product it has the quality that the customer expects.
 Read all the documents to understand what they
need to test.
 Decide how they will test it and develop a test case
 Perform all the test case and report the errors,
severity and priority of each one.
 Furthermore, carry out testing after every change of
the software. 

Project Sponsor: The Project Sponsor’s role is to be the

spokesperson to those who do not know about the project
and to provide resources and support for the project.
 Setting the goals of the project
 Communicate with the stakeholders and senior
management
 Ensure that if any changes will appear they won’t
have any negative impact on the project.
 Resolve issues that are beyond Project Manager’s
decision.
 Make sure everything is in order so the project meets
all the milestones in time.

Project Milestone