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E10: Customer Support Operations

Overview

Bounded Context / Service: Admin Portal (Support Module)

Goal: Enable support agents to assist customers with transfers, refunds, and emergency situations.

Priority: Medium

Primary User Roles

  • Customer Support Agent
  • Supervisor (for approvals)
  • Box Office Staff (match day)

Scope

In-Scope

  • Ticket transfer processing (48-hour rule for standard tickets)
  • Refund processing (timing-based policy)
  • Ticket lookup by OIB, order, email, phone, name
  • Emergency ticket printing (match day)
  • Supervisor approval workflow for within-48h refunds
  • Partial transfer/refund handling
  • Audit trail for all support actions

Out-of-Scope

  • Live chat integration
  • Automated chatbot

Features

ID Feature Size Description
E10-F1 Ticket Lookup for Support S Search by multiple criteria
E10-F2 Support Ticket Transfer M Process transfers with 48h rule
E10-F3 Support Refund Processing M Refunds with timing policy
E10-F4 Emergency Ticket Printing S Match day printing

Dependencies

  • Ticket service for lookup and modification
  • Payment service for refunds
  • Blacklist service for validation

Risks & Open Questions

Support Portal Access

What is the support portal URL structure and authentication mechanism?

Last Updated: January 2026