Customer Support Ticket Management System

Project Overview

This project demonstrates an end-to-end Business Analysis engagement focused on improving customer support ticket management processes.

The objective was to identify process inefficiencies, document business requirements, design future-state workflows, and visualize operational performance through a Power BI dashboard.

Dashboard Preview

---

Business Problem

The existing customer support process relied on manual ticket tracking, resulting in:

• Delayed ticket resolution
• Lack of SLA visibility
• Manual assignment of tickets
• Limited management reporting

---

Project Objectives

✅ Improve ticket tracking

✅ Reduce resolution time

✅ Increase SLA compliance

✅ Improve operational visibility

✅ Standardize support workflows

---

Tools Used

Tool	Purpose
Microsoft Excel	Data preparation
BPMN	Process Mapping
Jira	Agile Project Management
Power BI	Dashboard & Reporting
Microsoft Word	BRD Documentation

---

Project Deliverables

Business Requirement Document (BRD)

Defined:

• Business objectives
• Functional requirements
• Stakeholders
• Scope and assumptions

BPMN Process Diagrams

Created:

• AS-IS Process
• TO-BE Process

AS-IS Process

TO-BE Process

Gap Analysis

Identified:

• Current state gaps
• Improvement opportunities
• Business impacts

User Stories & Agile Artifacts

Created:

• User Stories
• Acceptance Criteria
• Jira Backlog
• Sprint Tracking

Power BI Dashboard

KPIs Included:

• Total Tickets Processed
• Average Resolution Time
• Open Tickets
• Resolved Tickets
• SLA Compliance Rate

---

Key Findings

• Average Resolution Time reduced from 5.68 days to 1.64 days
• Operational efficiency improved by approximately 71%
• Enhanced visibility into ticket status and department workloads
• Improved SLA monitoring capabilities

---

Repository Structure

Customer-Support-Ticket-Management-System
│
├── BPMN Diagrams
├── BRD
├── Dashboard
├── Gap Analysis
├── Jira
└── README.md