# 1. Ticketing System

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 1. Ticketing System

### 1.1 Multi-channel Support (Email, Chat, Phone)
**What it does:** Provides the multi-channel support: the channels of the support (the channel, the type, the ticket, the date) are provided, so the support is available through the channels (the multi-channel is the access). The Super Administrator provides the multi-channel support (the channel, the type, the ticket, the date) so the multi-channel is structured and the access is explicit.

**Sub-features:**
- Channel: the channel (the channel of the support, the type, the ticket, the date)
- Channel type: the type (the type of the channel, e.g., the email, the chat, the phone)
- Ticket: the ticket (the ticket, the user, the channel, the date)
- Channel count: the count (the count of the tickets by channel)
- Channel status: the status (the open, the pending, the resolved)
- Channel period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly)
- Channel view: the view (the channels, the types, the tickets, the counts, the period)
- Audit logging of the multi-channel support configuration

**Super Administrator User Journey:**
1. Super Admin provides the multi-channel support: the channels (the channel of the support, the type, the ticket, the date), the types (the type of the channel, e.g., the email, the chat, the phone), and the tickets (the ticket, the user, the channel, the date); the multi-channel is explicit.
2. Selects the channel type: the type (the type of the channel, e.g., the email, the chat, the phone); the type is the medium.
3. Views the tickets: the ticket (the ticket, the user, the channel, the date); the ticket is the request.
4. Views the channel count: the count (the count of the tickets by channel); the count is the measure.
5. Views the channel status: the status (the open, the pending, the resolved); the status is the state.
6. Sets the channel period: the period (the period of the tickets, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The channels are available: the channels, the types, the tickets, the counts, the period, so the access is complete.
8. The multi-channel support configuration is audit-logged with the channel, the type, and the timestamp.

**Rules & Edge Cases:**
- The channel is the medium (the channel of the support, the type, the ticket, the date); the channel is the access.
- The channel type is the category (the type of the channel, e.g., the email, the chat, the phone); the type is the segment.
- The ticket is the request (the ticket, the user, the channel, the date); the ticket is the issue.
- The channel status is the state (the open, the pending, the resolved); the status is the control.
- The channels are available (the channels, the types, the tickets, the counts, the period); the access is managed.
- Multi-channel support configuration is audit-logged with the channel, type, and timestamp.

### 1.2 Priority-based Ticket Routing
**What it does:** Routes the tickets by priority: the routing of the tickets (the routing, the ticket, the priority, the agent, the date) is done by the priority, so the tickets are routed to the right agents (the routing is the assignment). The Super Administrator routes the tickets by priority (the routing, the ticket, the priority, the agent, the date) so the routing is structured and the assignment is explicit.

**Sub-features:**
- Routing: the routing (the routing, the ticket, the priority, the agent, the date)
- Ticket: the ticket (the ticket, the user, the priority, the date)
- Priority: the priority (the priority of the ticket, e.g., the low, the medium, the high, the urgent)
- Agent: the agent (the agent, the name, the routing)
- Routing rule: the rule (the rule of the routing, the priority, the agent)
- Routing status: the status (the routed, the assigned, the resolved)
- Routing view: the view (the routings, the tickets, the priorities, the agents, the dates)
- Audit logging of the ticket routing

**Super Administrator User Journey:**
1. Super Admin routes the ticket by priority: the routing (the routing, the ticket, the priority, the agent, the date), the ticket (the ticket, the user, the priority, the date), and the priority (the priority of the ticket, e.g., the low, the medium, the high, the urgent); the routing is explicit.
2. Selects the ticket: the ticket (the ticket, the user, the priority, the date); the ticket is the request.
3. Sets the priority: the priority (the priority of the ticket, e.g., the low, the medium, the high, the urgent); the priority is the level.
4. Selects the agent: the agent (the agent, the name, the routing); the agent is the handler.
5. Sets the routing rule: the rule (the rule of the routing, the priority, the agent); the rule is the logic.
6. Views the routing status: the status (the routed, the assigned, the resolved); the status is the state.
7. The ticket is routed: the routings, the tickets, the priorities, the agents, the dates, so the assignment is complete.
8. The ticket routing is audit-logged with the routing, the priority, and the timestamp.

**Rules & Edge Cases:**
- The routing is the assignment (the routing, the ticket, the priority, the agent, the date); the routing is the dispatch.
- The ticket is the request (the ticket, the user, the priority, the date); the ticket is the issue.
- The priority is the level (the priority of the ticket, e.g., the low, the medium, the high, the urgent); the priority is the rank.
- The routing rule is the logic (the rule of the routing, the priority, the agent); the rule is the policy.
- The ticket is routed (the routings, the tickets, the priorities, the agents, the dates); the assignment is managed.
- Ticket routing is audit-logged with the routing, priority, and timestamp.

### 1.3 SLA Tracking
**What it does:** Tracks the SLAs: the SLA (the SLA, the ticket, the deadline, the status, the date) is tracked, so the SLAs are visible (the tracking is the measurement). The Super Administrator tracks the SLAs (the SLA, the ticket, the deadline, the status, the date) so the tracking is structured and the measurement is explicit.

**Sub-features:**
- SLA: the SLA (the SLA, the ticket, the deadline, the status, the date)
- Ticket: the ticket (the ticket, the user, the SLA, the date)
- SLA deadline: the deadline (the deadline of the SLA, the date)
- SLA status: the status (the met, the at-risk, the breached)
- SLA count: the count (the count of the SLAs by status)
- SLA period: the period (the period of the SLAs, e.g., the daily, the weekly, the monthly)
- SLA view: the view (the SLAs, the tickets, the deadlines, the statuses, the period)
- Audit logging of the SLA tracking

**Super Administrator User Journey:**
1. Super Admin tracks the SLA: the SLA (the SLA, the ticket, the deadline, the status, the date), the ticket (the ticket, the user, the SLA, the date), and the deadline (the deadline of the SLA, the date); the tracking is explicit.
2. Selects the ticket: the ticket (the ticket, the user, the SLA, the date); the ticket is the request.
3. Views the SLA deadline: the deadline (the deadline of the SLA, the date); the deadline is the limit.
4. Views the SLA status: the status (the met, the at-risk, the breached); the status is the state.
5. Views the SLA count: the count (the count of the SLAs by status); the count is the measure.
6. Sets the SLA period: the period (the period of the SLAs, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The SLAs are visible: the SLAs, the tickets, the deadlines, the statuses, the period, so the measurement is complete.
8. The SLA tracking is audit-logged with the SLA, the status, and the timestamp.

**Rules & Edge Cases:**
- The SLA is the commitment (the SLA, the ticket, the deadline, the status, the date); the SLA is the promise.
- The ticket is the request (the ticket, the user, the SLA, the date); the ticket is the issue.
- The SLA deadline is the limit (the deadline of the SLA, the date); the deadline is the time.
- The SLA status is the state (the met, the at-risk, the breached); the status is the control.
- The SLAs are visible (the SLAs, the tickets, the deadlines, the statuses, the period); the tracking is managed.
- SLA tracking is audit-logged with the SLA, status, and timestamp.

### 1.4 Knowledge Base Integration
**What it does:** Integrates the knowledge base: the knowledge base (the article, the topic, the link, the date) is integrated with the tickets, so the agents can use the knowledge base (the integration is the link). The Super Administrator integrates the knowledge base (the article, the topic, the link, the date) so the integration is structured and the link is explicit.

**Sub-features:**
- Knowledge base: the knowledge base (the article, the topic, the link, the date)
- Article: the article (the article, the topic, the link, the date)
- Topic: the topic (the topic of the article, the category)
- Article link: the link (the link of the article, the ticket, the date)
- Article count: the count (the count of the articles)
- Article status: the status (the active, the archived)
- Article view: the view (the articles, the topics, the links, the counts)
- Audit logging of the knowledge base integration

**Super Administrator User Journey:**
1. Super Admin integrates the knowledge base: the knowledge base (the article, the topic, the link, the date), the article (the article, the topic, the link, the date), and the topic (the topic of the article, the category); the integration is explicit.
2. Selects the article: the article (the article, the topic, the link, the date); the article is the content.
3. Selects the topic: the topic (the topic of the article, the category); the topic is the category.
4. Links the article: the link (the link of the article, the ticket, the date); the link is the connection.
5. Views the article count: the count (the count of the articles); the count is the measure.
6. Views the article status: the status (the active, the archived); the status is the state.
7. The knowledge base is integrated: the articles, the topics, the links, the counts, so the link is complete.
8. The knowledge base integration is audit-logged with the article, the topic, and the timestamp.

**Rules & Edge Cases:**
- The knowledge base is the reference (the article, the topic, the link, the date); the knowledge base is the library.
- The article is the content (the article, the topic, the link, the date); the article is the unit.
- The topic is the category (the topic of the article, the category); the topic is the segment.
- The article link is the connection (the link of the article, the ticket, the date); the link is the reference.
- The knowledge base is integrated (the articles, the topics, the links, the counts); the link is managed.
- Knowledge base integration is audit-logged with the article, topic, and timestamp.

### 1.5 Ticket Escalation Workflow
**What it does:** Escalates the tickets: the escalation of the tickets (the escalation, the ticket, the level, the agent, the date) is done, so the tickets are escalated when needed (the escalation is the upgrade). The Super Administrator escalates the tickets (the escalation, the ticket, the level, the agent, the date) so the escalation is structured and the upgrade is explicit.

**Sub-features:**
- Escalation: the escalation (the escalation, the ticket, the level, the agent, the date)
- Ticket: the ticket (the ticket, the user, the escalation, the date)
- Escalation level: the level (the level of the escalation, e.g., the level 1, the level 2, the level 3)
- Escalation agent: the agent (the agent, the name, the escalation)
- Escalation trigger: the trigger (the trigger of the escalation, e.g., the SLA breach, the priority)
- Escalation status: the status (the escalated, the resolved)
- Escalation view: the view (the escalations, the tickets, the levels, the agents, the dates)
- Audit logging of the ticket escalation

**Super Administrator User Journey:**
1. Super Admin escalates the ticket: the escalation (the escalation, the ticket, the level, the agent, the date), the ticket (the ticket, the user, the escalation, the date), and the level (the level of the escalation, e.g., the level 1, the level 2, the level 3); the escalation is explicit.
2. Selects the ticket: the ticket (the ticket, the user, the escalation, the date); the ticket is the request.
3. Sets the escalation level: the level (the level of the escalation, e.g., the level 1, the level 2, the level 3); the level is the rank.
4. Selects the escalation agent: the agent (the agent, the name, the escalation); the agent is the handler.
5. Sets the escalation trigger: the trigger (the trigger of the escalation, e.g., the SLA breach, the priority); the trigger is the condition.
6. Views the escalation status: the status (the escalated, the resolved); the status is the state.
7. The ticket is escalated: the escalations, the tickets, the levels, the agents, the dates, so the upgrade is complete.
8. The ticket escalation is audit-logged with the escalation, the level, and the timestamp.

**Rules & Edge Cases:**
- The escalation is the upgrade (the escalation, the ticket, the level, the agent, the date); the escalation is the promotion.
- The ticket is the request (the ticket, the user, the escalation, the date); the ticket is the issue.
- The escalation level is the rank (the level of the escalation, e.g., the level 1, the level 2, the level 3); the level is the tier.
- The escalation trigger is the condition (the trigger of the escalation, e.g., the SLA breach, the priority); the trigger is the rule.
- The ticket is escalated (the escalations, the tickets, the levels, the agents, the dates); the upgrade is managed.
- Ticket escalation is audit-logged with the escalation, level, and timestamp.