Page 26 - Business Requirement Document

In case if the agent does not have sufficient rights to resolve the ticket, they can
escalate the ticket to either the team lead or the manager directly. After analysing the
ticket the manager/ team leads forwards the ticket to the appropriate agent who then

resolves the ticket.

Target Architecture:

In the proposed target architecture the current ABC mail server (microsoft outlook) and

File systems will get integrated with the zoho desk.

The architecture includes how the proposed system gets integrated with ABC's mail
server(microsoft outlook) and file system gets connected with the proposed system. All
the data captured from the customers from ABC's portal where the customers data is
form of tickets/complaint comes into zoho desk and all the responses and actions
taken over the complaint by the support agents gets stored under the respective

complaint id in the zoho database.

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
26