Page 11 - Business Requirement Document 0.3

Some times due to the high incoming of complaints sometimes the TAT for the tickets
get missed. The team leads are assigned to track the TAT for every ticket assigned to

the agent. It is very tedious for individuals to track the tickets manually through mails
and excels which are indirectly affecting the productivity of the team members and
delaying the response time of the ticket.

In case if the customers are not satisfied by the resolution of the ticket, they have to

create a new ticket again and give the reference of the earlier ticket raised to reopen the
concern towards the ticket. So the customers while adding the new ticket provide the
details of the previous ticket and get in touch with the agents.

Approval Workflow:

All tickets coming through mails and calls are analysed by the support agents before

they are being forwarded to team leads to work on it. Mostly the agents forward the
tickets to the team leads if any approval is required to be given. So in the current
working scenario ABC follows a three level approver process (see Exhibit 4) based on
the complaint details shared by the customer.

Exhibit - 4

Once the superior provides approval for that particular ticket the agent gets an email

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Customer Sign-off

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