System Requirements
- Ticket Creation: The ability to create a ticket.
- Ticket Specification: The ability to specify the details of the ticket.
- Ticket Assignment: The ability to assign tickets to a specific user or team based on their relevant expertise, workload, and availability.
- Ticket Prioritization: The system should allow users to set the priority of their tickets, to help support staff prioritize their work and resolve critical issues quickly.
- Ticket Viewing: The ability to view the details of the ticket.
- Ticket Updating: The ability to update the specifications and details of the ticket when the need arises.
- Ticket Tracking: The ability to track the status of each ticket, including which user it was assigned to, its current status, and any notes or updates
- Ticket Resolution: The ability to resolve tickets and mark them as completed or closed.
- Ticket Collaboration: The ability for users to collaborate on tickets with one another, by adding comments, notes, or attachments, to ensure that everyone involved is up to date.
- Ticket History: The system should maintain a history and audit trail of all ticket-related activities, to ensure accountability, compliance, and auditability.
- User Management: The ability to create, manage and delete user accounts, set roles, and permissions, and define access levels. The ability to create, manage and delete client accounts.
- User Authentication: The system should require users to authenticate themselves, to ensure that only authorized users can create, view, or modify tickets.
- User Group Assignment: The ability to assign and remove users from their respective groups.
- User Profile Editing: The ability to edit details of a users' profile.
- User Role Assignment: The ability to assign users' a certain role.
- Notifications: The ability to notify users when they have been assigned a new ticket or when a ticket's status has been updated.
- Performance: The system should be able to handle a high volume of users and requests without having to experience issues like system crashes or slow response times.
- Reliability: the system should be available 24/7 with little to no downtime.
- Scalability: the system should be able to handle a growing number of users and requests on the platform.
- Security: The system should be secure so that the confidentiality of ticket data, user accounts, and communications is not compromised.
- Usability: the system should be simple and easy to use, it should have an intuitive interface so that the time spent on training or support can be minimized.
- Maintainability: the system should be easy to maintain, with clear documentation, modular design, and proper coding practices to support any updates or enhancements made in the future.
- Interoperability: the system should be able to interoperate with other systems such as email or chat.
- Compliance: the system should comply with relevant industry standards and practices.
