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Generated 21 days ago · refresh for updated AI recommendationsSCOPE GENERATED·complexity: [██████░░░░] 6/10
PROJECTFintech Customer Support Ticket Management System with SLA & CSAT Tracking
RATIONALEPostgreSQL is chosen for its robust relational integrity needed for SLA audit trails and CSAT records — critical in a fintech compliance context. Redis + Socket.io enables real-time ticket status updates without expensive infrastructure. Auth0 provides enterprise-grade RBAC out of the box, saving weeks of custom auth development for a team augmentation scenario where speed matters.
TECH STACK
FrontendReact.js with Tailwind CSS
BackendNode.js with Express.js
DatabasePostgreSQL (primary) + Redis (real-time queuing & caching)
AuthAuth0 or Firebase Auth with role-based access control
HostingAWS EC2 / Railway.app with managed RDS PostgreSQL
ExtrasSocket.io for real-time ticket updates, Bull.js for escalation job queues, SendGrid for email notifications, Twilio SMS for critical escalation alerts
MVP FEATURES
✓Agent and admin login with role-based access control (Admin, L1 Agent, L2 Agent, Supervisor)
✓Ticket creation with category tagging (billing, KYC, payments, fraud, general)
✓SLA policy configuration per ticket category (response time & resolution time)
✓Real-time SLA countdown timers visible on ticket dashboard
✓Automated escalation triggers when SLA breach is imminent (configurable thresholds)
✓Email + SMS notifications for escalation events
✓Ticket status workflow (Open → In Progress → Waiting on Customer → Resolved → Closed)
✓Internal agent notes and audit log per ticket
✓Post-resolution CSAT survey sent to customer via email (1-5 star rating + optional comment)
✓Admin dashboard with key metrics: open tickets, SLA breach rate, avg resolution time, CSAT score
✓Real-time ticket queue view with live updates via WebSockets
✓Basic reporting: daily/weekly ticket volume, SLA compliance %, CSAT trends
DEFERRED (v2)
○AI-powered ticket auto-categorization and suggested responses
○WhatsApp Business API integration for ticket creation via chat
○Customer-facing ticket portal (self-service tracking)
○Advanced analytics with drill-down by agent performance
○Multi-channel ingestion (email-to-ticket, API webhooks from banking systems)
○SLA policy versioning and historical comparison
○Gamification and agent leaderboard
○Integration with CRM tools like Salesforce or Zoho
○Custom workflow builder (drag-and-drop escalation rules)
TIMELINE
1 weekDiscovery & Design
1.5 weeksAuth, Roles & Ticket Core CRUD
1.5 weeksSLA Engine & Escalation Logic
1 weekReal-time Dashboard & WebSockets
1 weekCSAT Flow & Notifications
1 weekAdmin Reporting & QA
0.5 weeksUAT, Bug Fixes & Deployment
COST ESTIMATE
USD$5,000 – $11,000
INR₹4.2L – ₹9.2L
⚠ RISK FLAGS
!SLA engine complexity is frequently underestimated — business hours-only SLA calculations (excluding weekends and Indian public holidays) add non-trivial logic and must be scoped clearly before development begins
!Fintech regulatory context may require a complete audit log of all ticket actions for RBI compliance; ensure immutable logging is built in from day one, not retrofitted later
!ASAP timeline with an 'early' budget creates a scope-time conflict — the escalation and real-time features together add meaningful complexity; a phased launch (SLA tracking first, CSAT in phase 2) is strongly recommended
!Team augmentation model means onboarding ramp-up of 3–5 days is unavoidable; existing internal codebase standards and deployment pipelines must be documented and shared upfront to avoid delays
!Real-time WebSocket connections at scale require proper connection management — while user scale is small now, ensure Redis pub/sub is used from the start to avoid a painful refactor if the support team grows
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