IntermediateSystem-Design
30 min
Design a Customer Support Ticketing System
CRMMessagingSLAWorkflows
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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.
Potential Follow-up Questions
- ❓How do you prioritize VIP customers?
- ❓How to prevent agent overload?
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