Customer Support Ticketing System
Developed a Jira-integrated customer support ticketing system for Ruangguru, which resulted in a 50% reduction in ticket resolution time, thereby improving customer service.
Hire Me50%
downReduction in average ticket resolution time
65%
downDecrease in time to first response
40%
upIncrease in tickets handled per agent
35%
upImprovement in customer satisfaction scores
Project Overview
The Customer Support Ticketing System was developed to streamline Ruangguru's rapidly growing customer support operations. With millions of users across multiple products, the existing support processes couldn't scale effectively, leading to longer response times and inconsistent customer experiences.
Project Requirements
- Create a unified ticketing system that integrates with multiple customer contact channels
- Implement intelligent ticket routing and prioritization
- Integrate with Jira for advanced workflow management
- Provide comprehensive analytics for support team performance
The Challenge
The main challenge was creating a system that could unify tickets from multiple channels (email, chat, social media, in-app), intelligently route them to the appropriate teams, and integrate with Jira for advanced workflow management. Additionally, we needed to implement comprehensive analytics to identify bottlenecks and optimize the support process.
The Approach & Solution
We built a centralized ticketing system that aggregates customer inquiries from all channels and uses rule-based routing to direct them to the appropriate support teams. The system integrates deeply with Jira for ticket management and utilizes an orchestration engine (Cadence) to execute asynchronous long-running automation with internal data and services. This architecture, combined with features like automatic categorization, priority assignment based on issue type and customer tier, and SLA tracking, was key to ensuring timely responses and achieving the significant reduction in ticket resolution time.
