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.

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