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Interview Question
Design a ticketing and support system with multi-channel intake, prioritization, and SLA tracking.
Key Points to Cover
- Ticket model: states, priorities, assignment rules
- Multi-channel intake: email, chat, phone integration
- SLA tracking and escalations
- Workflow automation, tagging, reporting
- Search and analytics for tickets
Evaluation Rubric
Solid ticket model with SLAs25% weight
Multi-channel intake design25% weight
Automation and prioritization25% weight
Analytics and reporting25% weight
Hints
- 💡Think about fair assignment strategies.
Common Pitfalls to Avoid
- ⚠️Lack of clear and actionable ticket states, leading to ambiguity and mismanagement.
- ⚠️Insufficient integration with existing communication channels, creating silos and manual work.
- ⚠️Over-reliance on static prioritization rules that don't account for dynamic business needs.
- ⚠️Inadequate or non-existent automated escalation processes for SLA breaches.
- ⚠️Failure to establish comprehensive reporting and analytics to drive continuous improvement.
Potential Follow-up Questions
- ❓How do you prioritize VIP customers?
- ❓How to prevent agent overload?
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