# Module: Customer Support Management

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

All features and functionalities of this module, strictly feature and function based.

## 1. Ticketing System
- Multi-channel support (email, chat, phone)
- Priority-based ticket routing
- SLA tracking
- Knowledge base integration
- Ticket escalation workflow

## 2. Live Chat Support
- Real-time chat for urgent issues
- Chatbot for common queries
- Human handoff when needed
- Chat history and transcripts

## 3. Help Center
- FAQs and tutorials
- Video guides for platform usage
- Troubleshooting articles
- Community forum

## 4. Support Operations
- Assign tickets to support agents
- Track ticket status (open, pending, resolved)
- Monitor support metrics and response times

## 5. Student Support Functions
- Handle student queries and technical issues
- Manage parent communication
- Process account-related requests
- Monitor student engagement and send alerts
- Handle course access issues

## Feature Documents

Detailed specifications for each feature group (in `customer_support_management/`):
1. [Ticketing System](customer_support_management/ticketing_system.md)
   - Test Cases: [ticketing_system_tests.md](customer_support_management/ticketing_system_tests.md)
2. [Live Chat Support](customer_support_management/live_chat_support.md)
   - Test Cases: [live_chat_support_tests.md](customer_support_management/live_chat_support_tests.md)
3. [Help Center](customer_support_management/help_center.md)
   - Test Cases: [help_center_tests.md](customer_support_management/help_center_tests.md)
4. [Support Operations](customer_support_management/support_operations.md)
   - Test Cases: [support_operations_tests.md](customer_support_management/support_operations_tests.md)
5. [Student Support Functions](customer_support_management/student_support_functions.md)
   - Test Cases: [student_support_functions_tests.md](customer_support_management/student_support_functions_tests.md)