Ticketing system for the customer
support of a leading international
online gaming community.
Objective
The client planned to replace an outdated issue tracking system and significantly improve the customer support workflows with automated routines. The client’s international support team looks after 9 language sites with approx. 30,000 support requests per month.
Features
Incoming mails are automatically sorted by topic or case within a folder structure for each country site, and routed to specific subsections within the structure. Functions like prioritisation, preconfigured standard responses with file attachments, history generation with allocation of person in charge, or configurable time periods for future ticket processing will significantly improve the workflow of the supporter. All history of each user is tracked, and the required basic information is generated via a customer database interface. A fine-grained rights administration system with group and individual role rights allows the automatic allocation to business units, country groups and individuals, right down to vacation replacement. The system is highly flexible: All filters and criteria, e.g. folder structures or prioritisation periods are user configurable. Furthermore, access to the central backend system, for example for bookings or the modification of master data, is possible without the need for a platform change.
Technology
The construction of the system architecture involved the use of Java for the backend and Javascript for the frontend.
A translation engine transforms the frontend Java code into Javascript dynamically. The ticketing system is based on a PostgreSQL database. Accessing customer data is facilitated by way of webserver integration into the client’s SOA infrastructure.
Project Scope
InTradeSys designed visually and techincally the ticketing system for the German headquarters of the provider and implemented the overall solution.
