Ticket Management System – Requirements

A Ticket Management System is a software application designed to streamline the process of handling and resolving service requests, customer complaints, IT issues, or support inquiries raised by users. It helps organizations assign, track, and resolve these tickets efficiently by automating workflows and maintaining complete visibility over ongoing tasks.

Such systems are common in customer support centers, IT helpdesks, facility maintenance departments, and HR support services. The key goal is to ensure that user-reported issues are logged, categorized, prioritized, and resolved in a timely and organized manner.

1. Functional Requirements

These define the specific actions and behaviors that the system should support. They describe what the system should do in terms of features and user interactions.

User Authentication and Authorization

• The system must allow different types of users (Admin, Support Agent, End User) to register, log in, and access the platform based on their assigned roles and permissions.

Ticket Creation

• End users should be able to create new tickets by providing a title, description, category, urgency level, and attaching any relevant files or screenshots.

Ticket Assignment

• The system should automatically or manually assign tickets to support agents based on availability, workload, or specialization.

Ticket Status Tracking

• Each ticket should have statuses such as Open, In Progress, Pending, Resolved, and Closed. Users should be able to track the real-time status of their ticket.

Notifications and Alerts

• Users and agents should receive email or system notifications upon ticket updates, assignments, escalations, or resolutions.

Commenting and Communication

• A commenting system should allow agents and users to communicate directly within the ticket interface, supporting threaded conversations and updates.

Search and Filter Tickets

• The system should support search functionality by ticket ID, status, category, date, or keywords. Advanced filters help agents manage workload effectively.

Reports and Analytics

• Admins should have access to performance metrics, agent productivity reports, ticket resolution times, escalation trends, and customer satisfaction levels.

Ticket Escalation Workflow

• Unattended or unresolved tickets beyond a specified timeframe should automatically escalate to higher-level support or management based on predefined rules.

Role Management

• The system should provide the ability to define and manage roles with custom permissions for each user group.

2. Non-Functional Requirements

These requirements define how the system performs rather than what it does. They relate to quality attributes and operational capabilities.

Scalability

• The system must be scalable to handle increasing numbers of users and tickets without degrading performance or response time.

Availability and Uptime

• The platform should have high availability, ideally with 99.9% uptime, to ensure users can raise and respond to tickets at any time.

Security

• The system must securely store user data and ticket information, using encryption, role-based access control, and secure authentication protocols.

Performance

• Ticket creation, status updates, and search operations should complete within acceptable response times (e.g., <2 seconds for most operations).

Maintainability

• The system should be modular and well-documented to allow easy maintenance, feature updates, and debugging by developers.

Usability

• The interface should be intuitive and easy to navigate for both technical and non-technical users.

Backup and Recovery

• Regular backups must be performed and recovery mechanisms should be in place in case of data loss or system failure.

Cross-Platform Compatibility

• The system should be accessible on various platforms including web browsers and mobile devices, ensuring flexibility for end users and agents.