Entities and Attributes in Customer Support Systems
In database design for customer support, common entities and their attributes include:
1. Ticket:
- TicketID (Primary Key): Unique identifier for each support ticket.
- CustomerID: Identifier of the customer associated with the ticket.
- Subject: Subject or summary of the ticket.
- Description: Detailed description of the issue or inquiry.
- Status: Status of the ticket (e.g., open, in progress, resolved).
- Priority: Priority level of the ticket (e.g, low, medium, high).
- AssignedTo: Identifier of the agent or team assigned to the ticket.
- CreatedAt: Timestamp of ticket creation.
2. Customer:
- CustomerID (Primary Key): Unique identifier for each customer.
- Name: Name of the customer.
- Email: Email address of the customer.
- Phone: Phone number of the customer.
- Address: Address of the customer.
- AccountStatus: Status of the customer account (e.g, active, inactive).
3. Agent:
- AgentID (Primary Key): Unique identifier for each support agent.
- Name: Name of the agent.
- Email: Email address of the agent.
- Skillset: Skills or expertise of the agent.
- Availability: Availability status of the agent (e.g, online, offline).
Database Design for Customer Support Systems
Customer support systems are important for businesses to effectively manage interactions with customers, resolve issues, and provide timely assistance. These systems contain various channels such as phone, email, chat, and social media and focus on enhancing customer satisfaction and loyalty.
A well-designed database serves as the backbone of customer support systems, enabling organizations to store, organize, and analyze customer inquiries, feedback, and interactions efficiently. In this article, we will learn about How Database Design for Customer Support Systems by understanding various aspects of the article in detail.