Business Requirement Documents (BRD)

Support Ticketing System to organize the

requests from customers

Date created: 07/08/2020

By: Alexandru Eremia
Content:
1. Summary
2. Objectives

3. Business Requirements

4. Scope

 Risk

 Assumptions

 Constraints

5. Functional Requirements

6. Personnel Requirements

7. Reporting and Quality assurance

8. Non-Functional requirements

9. Cost and Benefit

10. Other Requirements

11. Delivery Schedule

12. Glossary of Terms

Summary

This Project has the purpose to improve the current customer service system, this
should reduce the time of a request to be resolved and should also increase the
productivity of the team.
This project consists of creating a ticketing system to better organize and receive
requests from customers. This system will have 3 Levels of Support with their
different knowledge this way they can each resolve a part of the cases, by being
equally divided it will be much easier and faster to get the problems resolved quickly.

Objectives

The objectives of this project are to organize the tickets, this way making them easier
to resolve, track each ticket, and also faster by also adding the priority of the ticket
overall increasing the number of cases resolved, and decreasing the time it takes for
every ticket to be resolved.

Business Requirements

Through this system, the business will increase productivity in many ways. The
employees will not lose time by listening every time to a customer problem,
sometimes they can also keep the employee on the phone more than needed.
Customers will also be much happier not having to explain over and over the same
problems to different persons, this can increase the reviews of the company, this
way having more customers.
Furthermore, the business can reduce their cost for employees because a well-
organized system might not need so many employees, so even if you will pay for the
system you will win by not paying so many wages.

Scope

The Scope of the project is to create a system to better organize the

requests/complaints from the customers. We are thinking of a pyramid process with
three levels of support where the information can be organized and dealt with by
the right person; the requests are going to be organized from the most urgent ones
that we want to get a response between 2-3 Business Hours and Low-interest
requests which will be answered in 2-4 business days.

Risks
One risk is that people make mistakes and sometimes easy requests might come up
to the L2/L3 team. Furthermore, this system can sometimes get longer because of
 this pyramid style if there are a lot of urgent inquiries it may take longer than 2-3
Business Hours.

Assumptions
All the assumptions we will make for this project will be to give the worst scenario
for budget, time is taken for the project to be done, etc. This way we can give an
accurate number that the stakeholders will be happy with, so if something goes
better and we either finish early or on a lower budget all the stakeholders will be
happy rather than finish later than scheduled.

Constraints
The constraints of this project are time, money, and scope. We need to create the
software which satisfies all the customer needs, which is explained in the scope of
the project, within a period, and also a budget.

Functional Requirements

The customer should be able to create a ticket with ease and get an answer
according to the priority of the ticket. This system should be more practical and
easier for the end-user, customer because they do not have to waste a lot of time
explaining on the phone to multiple persons their problem, this is also easier
because of the many fields that we have on our ticket page better explaining and
organizing each ticket. With this system, the client raises a ticket then depending on
the complexity of the problem each level of support will have a look at the ticket and
trying to resolve it.
The employees should be able to organize and track tickets with this system
tracking and organizing will be much easier, because everyone can see the status of
the ticket, who looked at it before, etc.

Personnel requirements

The system will make employees life easier as well because they can always come
back to a ticket anytime they want, is easy to prioritize them this way they do not
lose a lot of time on low priority requests. They can also track the ticket anytime and
send them from one level of support to another without too much work, all this
increasing the number of cases resolved. The persons needed for this project are:

Project Manager: Their role is to further analyze the project beyond the normal
point.
• to plan the project and to set a realistic deadline that needs to be respected.
• Monitoring and organizing the progress of the project.
• Estimating and developing the budget.
• Ensuring that the customer expectations are met by this project.
• Analysing the risks of the project and managing them.
• Managing the necessary documents regarding the project.

Developer: The developer's role is to understand the problem that the software is
supposed to solve, come up with a solution, develop the software, and test it before
releasing it.
• Analyse the needs of the company to understand the software requirements.
• Design the software to meet customer’s expectations
• Testing the software to make sure everything works perfectly.
• Create documents that explain all the software programs.

Business Analyst: The Business Analyst’s role is to communicate to stakeholders

gathering requirements to make sure that the project meets the expected quality
and value.
•Research the existing business system and find what can be improved
•Creating a business analysis document that explains the problems,
opportunities, risks, and solutions.
•Identify risks and problems that might occur and find a solution for them.
•Work closely with everybody in the team to make sure the project is going
to be successful.

QA Tester: The QA Tester’s role is to make sure that the final product has the
quality that the customer expects.
• Read all the documents to understand what they need to test.
• Decide how they will test it and develop a test case
• Perform all the test cases and report the errors, severity, and priority of
each one.
• Furthermore, carry out testing after every change of the software.

Project Sponsor: The Project Sponsor’s role is to be the spokesperson to those

who do not know about the project and to provide resources and support for the
project.
• Setting the goals of the project
• Communicate with the stakeholders and senior management
• Ensure that if any changes will appear they won’t have any negative impact
on the project.
• Resolve issues that are beyond the Project Manager’s decision.
• Make sure everything is in order so the project meets all the milestones in
time.
Reporting and quality assurance

The Project Manager will be the person that will make sure the project finished on
time, on budget, and that it meets the customer’s needs. For Quality assurance, the
QA tester is going to make sure that the final product has the quality that the
customer expects. The QA Tester should:
 Read all the documents to understand what they need to test.
 Decide how they will test it and develop a test case
 Perform all the test cases and report the errors, severity, and priority of each
one.
 Furthermore, carry out testing after every change of the software.

Non-Functional Requirements

 Performance: We are going to use Freshdesk, this is a good system with a lot of top
features for a ticketing system like we want to do, their system is very responsive,
clear and can even work as good with a lot of workloads.
 Information: Depending on the plan we take the information it can store and the
speed that the information can be stored and sent is increased. The maximum API
rate limit is 700 rpm which I think is more than enough.
 Economy: This website was a lot of different plans from $15 to $99 per employee
per month growing in features with each plan so if we would want to choose an
economy option we can still do.
 Control & Security: For security purposes, they have a password policy which the
user can change the password within 8 hours after logging in if they do not do that
they will be logged out and they will be forced to change it. Another security feature
is that every time an agent is added or deleted you will get a notification about it.
They also have a Single Sign-On (SSO) this is an identification system that allows
websites to use other trusted sites to verify users.
 Efficiency: Freshdesk is a very good website for ticketing systems having as
competition companies like Happyfox, Vivantio. It offers a lot of features however is
a little bit cheaper than Happyfox. It has a fast response rate of up to 700 rpm.
 Service: The website is service-based so customer satisfaction is the most important
for them, because of that they added all the features to make the service for the
customer better, faster, and easier. They have ticket templates, automatic messages,
email notifications, customer surveys, and many more to make sure the service you
offer is the best.
Cost and Benefit

Freshdesk is a very good website with top features in the industry, the scenarios are
an easy way to increase the employee efficiency and they also have a free tier that allows
smaller customers to understand the system over a long period. This is another reason that
this system is good, they are very confident that they are giving some features for free
unlimited they are most certain that their website is good.
They have a very modern and easy to use interface and unique features, ticket
management easy to use showing you clearly the tickets and the stage, what persons looked
at it, etc. Other features like Reporting, Exporting a dashboard explaining all the tickets in a
period and what happened to them, keeping track if they got resolved, put on hold, and
how long it took for the ticket to be resolved. All these things are an advantage for every
business to keep track of their response rate and time.
They have different plans with different features ranging from $15 to $99 per month
per employee, Blossom is the first plan with $15 that adds collision detection and
preventing employees responding on the same ticket, more advanced automation and
workflow features; custom ticket views, basic SLA management, and integrations through
app gallery. The next plan starts at $35 and it is called Garden this adds time tracking, ticket
templates, customer satisfaction surveys, canned form, and escalation emails for SLA
violations. Estate is the next plan with $49 per month, this supports customized customer-
satisfaction surveys, advanced ticket assignment methods, ticket ownership, multiple SLA
policies, dynamic ticket forms, and support for multiple products. Finally, the last one is
Forest it costs $99 per month and it has advanced features such as HIPPA compliance and IP
whitelists for both customers and agents.

Other requirements

We are going to replace the old system with a new one from Freshdesk, we will
move all of our data to their website. Freshdesk has a very good system for tracking and
monitoring the work of the customer service, you can see on the dashboard things like all
the cases done today, which one are still open, what responses you got from customers, etc.
They also have an easy ticketing system, not complicated, which I think every person can
complete with ease.
Delivery Schedule

The first deliverables that we will need to create for this project are the documents
explaining the project such as Project Charter, Project Scope, Project Business Case,
Customer journey map, Process flow diagram, Work Breakdown Structure (WBS), Risks and
Issues Log, Project Schedule, Business Requirement Document, and the RACI Matrix. This
should be finished in up to a month from when the project is first announced.
The next step will be moving all the data to the new system we are using “Freshdesk”,
changing and adapting all the features of the website to our business and customer needs
may take up to one month.
The last step will be creating the instructions for the system, testing all the features to make
sure everything works as is supposed to this can also take up to a month. So, with
everything in consideration, this project should be finished in up to three months.

Glossary of Terms

API rate: Application Programming Interface is a software intermediary that allows two
applications to talk to each other.
Single Sign-On (SSO): this is an identification system that allows websites to use other
trusted sites to verify users.