Assignment

Case - Ticketing System

Copyright © 2018, Tracxn Technologies Private Limited. All rights reserved.

 Case - Ticketing System

Problem Statement

You are the Head of the Customer Support department for a B2B company providing research services. Your team acts as the primary point of contact
for all the customer queries and is responsible for resolving them. Each customer query is treated as a ticket and the system to resolve these tickets is
being referred to as ticketing system. You are required to design this ticketing system.

Key Pointers

● All queries are received at a common support id and customers are expected to send their queries from their registered email ids only.

● Here are a few example queries for your reference:

○ Please provide me the list of top 5 investors in E-Commerce Sector in India and list of top companies they have invested in.
○ I am not able to download the report on Blockchain Sector from your platform. Could you please help me with that?
○ My account status is showing as inactive even though we have processed the payment. Can you please help?

● Depending on query, it can either be resolved by the customer support department itself or can be raised to any other relevant department.

● Org structure of the Customer Support team is as follows - There are Executives, who report to Managers, who in turn report to an AVP.

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 Deliverables

A: Case Study

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

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

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?

4. Please suggest top MIS reports that you would monitor to ensure that the designed ticketing system is working properly.

B. General

1. Why are you looking for a job change? How does this role at Tracxn fit in?

2. What do you think are the pros and cons of joining a startup?

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 Guidelines

● Please note that you can submit your deliverable in any format of your choice
○ The format can be any of - Google Slides, Google Doc, PDF Document, MS Word, MS Powerpoint, etc
○ Also, if you want to submit Blueprint diagram in a separate document (or format) from the rest of the questions, please feel free to do
that.

● You will be primarily evaluated on the following Parameters -

○ How detailed is the Blueprint
○ Have all corner cases been covered
○ Quality of decisions and supporting arguments
○ How well presented and easy to understand are the solutions

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