Entities and Attributes in Databases for Customer Support Systems
Entities in a customer support database represent various aspects of support tickets, interactions, agents, and knowledge base articles, while attributes describe their characteristics. Common entities and their attributes include
Ticket Table
- TicketID (Primary Key): Unique identifier for each support ticket.
- CustomerID: Identifier for the customer associated with the ticket.
- AgentID: Identifier for the agent assigned to the ticket.
- Status: Status of the ticket (e.g., open, in progress, resolved).
Interaction Table
- InteractionID (Primary Key): Unique identifier for each customer interaction.
- CustomerID: Identifier for the customer involved in the interaction.
- Channel: Channel through which the interaction occurred (e.g., email, phone, chat).
- Timestamp: Date and time of the interaction.
Agent Table
- AgentID (Primary Key): Unique identifier for each support agent.
- Name, Email: Contact information of the agent.
- Department: Department or team to which the agent belongs.
Knowledge Base Table
- ArticleID (Primary Key): Unique identifier for each knowledge base article.
- Title, Content: Title and content of the article.
- Category: Category or topic of the article (e.g., troubleshooting, FAQs).
How to Design a Database for Customer Support Systems
A reliable customer support system is indispensable for businesses to deliver prompt assistance and effectively resolve issues. Behind every efficient customer support system lies a well-crafted database architecture capable of storing, organizing, and managing customer interactions, inquiries, and resolutions.
In this article, we’ll explore the essential principles of designing databases tailored specifically for customer support systems.