Customer Support System

Customer support through ticketing system is really professional and better manageable approach. Now a days there are many good tools and platforms are available for it. Both cloud-based or on-premise options are available, but the could-based options take less time and effort to implement cost effectively. For e.g. Freshdesk, Zendesk, Osticket, etc. are really good options to set-up a support system very easily. Interestingly some of these are really good even in their free versions / editions as well.

Before setting up these tools one should be very clear on the requirement, i.e. workflow about how the support system should work. So, here are some workflows and configurations which are very generic and can be a direct fit for many organizations. This will surely help any implementer to start with setting-up a new support system and gradually improve as per requirement.

Enterprise Resource Planning (ERP) can have a part to implement customer support system and integrate the same with the central database. So, this article also relevant to those who are in ERP implementations as well. Best practices in Customer Support Processes can also be derived form it.

When and what should happen on a new ticket creation? What are the ticket fields which can be useful in most of the cases? Following figures answer these questions.

Support Ticket Creation and Assignment Flow

Following figure shows a set of support ticket fields, useful for many cases.

Support Ticket Fields

When and what should happen if a new ticket reply / resolution time gets violated? What can be a SLA look like? Following figures answer these questions.

Support SLA Violation Flow

Following figure shows a sample SLA, useful for many cases.

Sample Support SLA

System should have business hours' set-up as below along with a holiday list for a perfect SLA.

Business Hours and Holiday List for the SLA

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